Subject: RE: Calibration guidelines
From: Nashwa Elshafey <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: Harshita Parmar <[email-masked]>, Bidipta Dutta <[email-masked]>, Manish Kumar <[email-masked]>, Nikhil Bishnoi <[email-masked]>, deeksha <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Thu, 5 Jan 2023 07:49:13 +0000

Hi Apporv,

Better to have the report within the same cycle to avoid any confusion, so Week 1 Jan report expected to be received by 9th Jan for the audits from 1st Jan to 7th Jan.

Thanks,
Nashwa

From: Apoorv Joshi <[email-masked]>
Sent: Thursday, January 5, 2023 11:31 AM
To: Nashwa Elshafey <[email-masked]>
Cc: Harshita Parmar <[email-masked]>; Bidipta Dutta <[email-masked]>; Manish Kumar <[email-masked]>; Nikhil Bishnoi <[email-masked]>; deeksha <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Subject: Re: Calibration guidelines

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Hi Nashwa,

Hope you are doing well.

Thank you for sharing these guidelines, we will be following the same. I just wanted to confirm with you that since we have already sent the audits until Jan 4 yesterday, is it okay if our next report is between Jan 5 - Jan 10, 2023.

Looking forward to hearing from you soon. Thank you for your help.

Regards,
Apoorv

________________________________
From: "Nashwa Elshafey" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Harshita Parmar" <[email-masked]<mailto:[email-masked]>>, "Bidipta Dutta" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>
Cc: "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, January 5, 2023 12:31:24 PM
Subject: Calibration guidelines

Dear team,

Since we fixed a weekly calibration meeting on Thursday and requested you to share the report prior the calibration with one day Max in order to have proper time to audit the interactions internally.

This needs to be followed from 1st Jan , however we didn’t receive the reports on time thus calibration for this week will be cancelled.

The below guidelines need to be followed onwards:

  *   QA report to be shared 1 day prior the calibration by Max 2 PM Dubai time
  *   Calibration scores will be submitted as agent score and this will be considered on the QA monthly scores.
  *   Report cycles should be as follow :

     *   Week 1 report should include only the calls fallen between 1st to 7th  each month & to be shared by 9th
     *   Week 2 report should include only the calls fallen between 8th to 15th each month & to be shared by 17th
     *   Week 3 report should include only the calls fallen between 16th to 23rd each month & to be shared by 25th
     *   Week 4 report should include only the calls fallen between 24th to 31th each month & to be shared by 2nd

  *   The weekly report should not include any call that received & audited on the previous week.
  *   The variance should not exceed 12% , and in case it was more extra audits will be required from the auditor.
  *   Each agent should be monitored for at least 2 interactions per week and 8 per month in case the agent scores are below the target extra 4 audits need to be added to him for the next month.

Please feel free to get back to me in case you need any clarification.

Thanks,
[Shape    Description automatically generated with medium confidence]
Nashwa ElShafey
Trainer – Customer Service
+971 55 292 3275
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital>

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