Subject: DSAT and Quality Meeting and Action Plan
From: Apoorv Joshi <[email-masked]>
To: mohamed nagy <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, deeksha <[email-masked]>, Manish Kumar <[email-masked]>, Naif <[email-masked]>, Khalid Alamri <[email-masked]>, Alanzi <[email-masked]>, Nikhil Bishnoi <[email-masked]>
Date: Tue, 16 Aug 2022 05:03:13 -0700 (MST)

Hi Team, 

It was great to join you today in the meeting - Aug 16, 2022. 

The action plan which we plan to follow to achieve the CSAT targets is as follows: 

1. Daily DSAT audits are going to be done and one on one sessions will be arranged with the agents to improve the quality of responses and avoid d-sats. 
2. The activity of checking the d-sats daily shall be followed in KSA and LSM both. 
3. The agents who are getting more D-SAT and surveys will be given refresher trainings to achieve the C-SAT targets if required. 
4. The C-SAT target which we hope to achieve is 65%. 
5. During one on one sessions, agents will be advised how they can improve the quality of their response and avoid getting a dissatisfaction score from the customer. 

Other points discussed during meeting: 

1. Bi-weekly meeting will be held to discuss the DSAT audits to discuss and improve the quality further. 

We will be following up with the team and will be discussing these points, to ensure everyone is aware of this and do their best to improve their quality. 

Please feel free to add more points to this if I might have missed anything. 

Thank you for helping us improve on these points. 

Regards, 
Apoorv