Subject: Re: Regarding response ratio
From: Saurabh Dadu <[email-masked]>
To: Malik Ismail <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Deeksha Dadu <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Elharith Elsiddig <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Thu, 12 Jan 2023 06:19:28 +0000

Confirmed

Regards,

Saurabh Dadu
LiveSalesman

On 11-Jan-2023, at 10:58 AM, Malik Ismail <[email-masked]> wrote:

Hi Saurabh,

Its Ok. We can reschedule on Thursday after 11:30 am Dubai time.

Regards,
Malik
From: Saurabh Dadu <[email-masked]>
Sent: Sunday, January 8, 2023 2:29 PM
To: Malik Ismail <[email-masked]>
Cc: Mohd Imran <[email-masked]>; Deeksha Dadu <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>; Elharith Elsiddig <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Dear Malik,

Unfortunately I cannot make it to the call tomorrow. Let’s reschedule it for Thursday if that works ok. I am away at the moment.
Regards,

Saurabh Dadu
LiveSalesman

On 04-Jan-2023, at 3:56 PM, Malik Ismail <[email-masked]<mailto:[email-masked]>> wrote:

Hi Saurabh,

Monday , 2 Pm Dubai time is ok

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, January 4, 2023 11:46 AM
To: Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Malik,

Thank you for your email. This was discussed a while back with Mr. Imran. The reports being used by your team do not represent data correctly, compare to the dump of all tickets handled during this period.

I would like to set-up a call with you next week to go over the data together. Please let me know your availability.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Malik Ismail <[email-masked]<mailto:[email-masked]>>
Sent: 03 January 2023 4:39 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi Saurabh,

Below is the detailed data from Oct till last week for all groups regarding response ratio.

LSM and HC KW are around 1.9 . However, our targets < 1.3

Lets ensure agents doing correct escalation on first response and avoid sending unnecessary follow-up’s to customers because we are still away from our targeted benchmark.

Regards,

Malik

From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Sent: Friday, October 21, 2022 10:50 AM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi Saurabh,

This is still under discussion, we will update you by next week.

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 20 October 2022 10:56 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hi Imran,

I hope you are well. Just following up on this. Have you had a chance to look at the stats for Response Ratio based on our discussion?

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Sent: 18 October 2022 3:49 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi Saurabh,

As per today’s discussion, sharing a report of the response ratio for this financial year across all groups. Despite audits and measures, we are still trending way above our targets.

Suggest if we are replying very first time to a customer on an escalation do mention a timeline to revert with the solution, as this will not trigger the customer to follow up and we will be having fewer follow-ups email from them. Considering it may impact our average response time, however, over average first response time and average resolution time will be unimpacted and will eventually reduce the number of responses on a particular ticket.

Let’s try to pacify the customer in the first response that we are working on the issue, and it may take this much time. This will make customer wait and will cut the number of follow-up emails from them.

LSM

Ithraa

HC KW

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Jul-22

6750

6880

13513

2.0

Jul-22

9152

8962

14123

1.6

Jul-22

374

370

976

2.6

Aug-22

6663

6528

12228

1.9

Aug-22

11340

10254

16229

1.6

Aug-22

433

412

875

2.1

Sep-22

6271

6206

11856

1.9

Sep-22

10969

11536

19321

1.7

Sep-22

437

427

905

2.1

Oct-22

3368

3368

6733

2.0

Oct-22

5129

5368

8994

1.7

Oct-22

151

163

397

2.4

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, 2 August 2022 5:27 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hi Imran,

Thank you for sharing this report.

We are aggressively working on audits to iron out this issue. Along with supervisors, I am personally holding meetings with agents who are found to be sending wrong or unnecessary responses. I am hopeful that we will see improvement in this number soon.

Thank you

Kind regards,

Deeksha

________________________________

From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, August 2, 2022 6:34 PM
To: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Cc: mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi Team,

Sharing report for Jul-22. We ended up last month with high numbers for LSM and HC KW groups..

We should expand our random audits scope to cover more and more tickets and capture repeated response.

LSM

Ithraa

HC KW

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Jan-22

9186

9795

18440

1.9

Jan-22

11342

11663

16501

1.4

Jan-22

460

459

928

2.0

Feb-22

8437

8288

14852

1.8

Feb-22

9847

9253

13517

1.5

Feb-22

542

510

1025

2.0

Mar-22

9052

8873

15857

1.8

Mar-22

13962

12262

16796

1.4

Mar-22

523

528

1114

2.1

Apr-22

11997

11322

19566

1.7

Apr-22

22374

20319

28388

1.4

Apr-22

599

591

1050

1.8

May-22

8030

8873

18469

2.1

May-22

11327

15714

26058

1.7

May-22

370

388

1015

2.6

Jun-22

7234

7582

15456

2.1

Jun-22

10758

11139

19708

1.7

Jun-22

451

457

1277

2.8

Jul-22

6750

6880

13513

2.0

Jul-22

9152

8962

14123

1.5

Jul-22

374

370

976

2.6

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 14 July 2022 1:35 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hi Imran,

Thank you for sharing the below report.

Yes we are already monitoring this on a regular basis and as discussed we will be doing our best to ensure the ratio stays as per the SLA for this month. I will cascade the below report with every Supervisor and will discuss with team on the steps to reduce this response ratio.

Thank you for your guidance.

Regards,

Apoorv

________________________________

From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Elharith Elsiddig" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, July 14, 2022 1:40:33 PM
Subject: RE: Regarding response ratio

Hi Team,

Adding below response ratio for July 2022, till yesterday. We don’t see any such major improvements here, performance is reduced by 0.1 only. Let’s focus and close this month on or below 1.5 for all groups as we have more than half of the month available.

LSM

Ithraa

HC KW

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Jan-22

9186

9795

18440

1.9

Jan-22

11342

11663

16501

1.4

Jan-22

460

459

928

2.0

Feb-22

8437

8288

14852

1.8

Feb-22

9847

9253

13517

1.5

Feb-22

542

510

1025

2.0

Mar-22

9052

8873

15857

1.8

Mar-22

13962

12262

16796

1.4

Mar-22

523

528

1114

2.1

Apr-22

11997

11322

19566

1.7

Apr-22

22374

20319

28388

1.4

Apr-22

599

591

1050

1.8

May-22

8030

8873

18469

2.1

May-22

11327

15714

26058

1.7

May-22

370

388

1015

2.6

Jun-22

7234

7582

15456

2.0

Jun-22

10758

11139

19708

1.7

Jun-22

451

457

1277

2.8

Jul-22

3226

3324

6437

1.9

Jul-22

4720

4728

7515

1.6

Jul-22

174

198

443

2.2

From: Ankur Kwatra <[email-masked]<mailto:[email-masked]>>
Sent: Friday, 1 July 2022 1:21 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: deeksha <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Dear Imran,

Greetings!

We were working on reducing the Response Ratio since the starting of the month. However, we believe it would have skyrocketed in the first half of the month when we found that KSA Escalation Matrix is not updated with the changes.

We got it updated, and hopefully in the later half of the month the ratio would have fallen. So it averaged out to 1.7 for KSA team. The positive side is that the Response Ratio curve has flattened and we definitely hope to see a fall in the coming days.

LSM Response Ratio being 2.0 is not a good sign either. Although it has fallen but its not something to brag about. The main reason which I believe is because of the lean number of tickets due to which the agents were left with no choice but to work on the Customer Responded tickets more frequently than before, which acted as a Bullwhip effect and led to the increase in the RR on the whole. Once the number of tickets are sufficiently available for the agents to work upon, the RR can be controlled.

And for the HC KW team the RR is at its worse since last 6 months. The reason I believe is due to the nature of the queries on mostly WWD items. As per the discussion Nikhil, there are numerous cases which are going on-and-on since months. Also, we faced the similar issue where we found in the last week of June that the Escalation Matrix is not updated and hence there is no update. It has been corrected now. Once we start getting the resolutions quickly we should be able to control the RR for HC KW as well.

Additionally, as Apoorv mentioned, I am personally monitoring the responses for the Ithraa agents and have been giving them feedbacks for sending any Redundant / Irrelevant response. We have also let go few agents who have been continuously sending Inappropriate Responses to the customers.

I am optimistic to see the RR come down in the coming weeks.

Regards

Ankur K

________________________________

From: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
To: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Cc: "deeksha" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Elharith Elsiddig" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "mustehsan siddiqui" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, July 1, 2022 1:37:55 PM
Subject: Re: Regarding response ratio

Hi Imran,

Thank you for your email.

We have started doing separate audit regarding response ratio which is done by Ankur. If we see any cases where we find any unwanted responses we directly give the feedback to the agent and ask them to not follow this practice of unwanted responses.

I will be speaking with the supervisors today in this regard and will be having a discussion with them. I will ask them to do this audit more rigorously and also will start giving warnings to the agents, we will also start penalizing them financially if we see no improvement in this asap.

I apologize for this, We will make sure we are able to meet the standard set as per the SOP which is 1.2 or less.

Thanks and Regards,

Apoorv

________________________________

From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Elharith Elsiddig" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, July 1, 2022 1:21:43 PM
Subject: RE: Regarding response ratio

Hi Team,

Despite raising it in the last month, we have not seen any major improvement in the response ratio, it has been observed in audits and on random tickets that agents are sending unwanted multiple responses to the customer.

Can we have some action plan on this as to how we are going to reduce it, we are still way from our targeted benchmark which is around 1.2.

LSM

Ithraa

HC KW

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Jan-22

9186

9795

18440

1.9

Jan-22

11342

11663

16501

1.4

Jan-22

460

459

928

2

Feb-22

8437

8288

14852

1.8

Feb-22

9847

9253

13517

1.5

Feb-22

542

510

1025

2

Mar-22

9052

8873

15857

1.8

Mar-22

13962

12262

16796

1.4

Mar-22

523

528

1114

2.1

Apr-22

11997

11322

19566

1.7

Apr-22

22374

20319

28388

1.4

Apr-22

599

591

1050

1.8

May-22

8030

8873

18469

2.1

May-22

11327

15714

26058

1.7

May-22

370

388

1015

2.6

Jun-22

7234

7582

15456

2.0

Jun-22

10758

11139

19708

1.7

Jun-22

451

457

1277

2.8

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, 1 June 2022 8:15 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hello Imran,

Thanks for sharing this report. We will investigate this and come back to you as soon as possible.

@ Apoorv: please call me tomorrow to discuss this.

Regards,

Deeksha

Sent from my iPhone

On 1 Jun 2022, at 20:03, Mohd Imran <[email-masked]<mailto:[email-masked]>> wrote:

Hi Team,

Sharing response ratio for groups bifurcated between LSM India, Ithraa, and HC Kuwait.

We have closed May month way above our targets. None of the teams were able to achieve the targets, LSM and HC KW were above 2.

Can the team do some RCA and check up on this and get back to us, that what went wrong? And why do we have these many numbers of responses on tickets.

LSM

Ithraa

HC KW

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Jan-22

9186

9795

18440

1.9

Jan-22

11342

11663

16501

1.4

Jan-22

460

459

928

2

Feb-22

8437

8288

14852

1.8

Feb-22

9847

9253

13517

1.5

Feb-22

542

510

1025

2

Mar-22

9052

8873

15857

1.8

Mar-22

13962

12262

16796

1.4

Mar-22

523

528

1114

2.1

Apr-22

11997

11322

19566

1.7

Apr-22

22374

20319

28388

1.4

Apr-22

599

591

1050

1.8

May-22

8030

8873

18469

2.1

May-22

11327

15714

26058

1.7

May-22

370

388

1015

2.6

From: Mohd Imran
Sent: Wednesday, 11 May 2022 2:56 PM
To: 'Saurabh Dadu' <[email-masked]<mailto:[email-masked]>>; 'Deeksha Dadu' <[email-masked]<mailto:[email-masked]>>; 'Elharith Elsiddig' <[email-masked]<mailto:[email-masked]>>; 'Apoorv Joshi' <[email-masked]<mailto:[email-masked]>>; 'Manish Kumar' <[email-masked]<mailto:[email-masked]>>; [email-masked]' <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi Team,

Sharing the response ratio across all groups.

We haven’t closed April month on the required benchmark and May is also way above targets.

Can we look into this, and get it reduced? on priority as we still have 20 days left in the month. LSM and HC KW are trending around 2.0. However, our targets are on are below 1.3.

LSM

Ithraa

HC KW

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Jan-22

9186

9795

18440

1.9

Jan-22

11342

11663

16501

1.4

Jan-22

460

459

928

2.0

Feb-22

8437

8288

14852

1.8

Feb-22

9847

9253

13517

1.5

Feb-22

542

510

1025

2.0

Mar-22

9052

8873

15857

1.8

Mar-22

13962

12262

16796

1.4

Mar-22

523

528

1114

2.1

Apr-22

11997

11322

19566

1.7

Apr-22

22374

20319

28388

1.4

Apr-22

599

591

1050

1.8

May-22

2577

3372

6626

2.0

May-22

3765

7979

11354

1.4

May-22

114

130

287

2.2

From: Mohd Imran
Sent: Monday, 18 April 2022 5:17 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Regarding response ratio

Hi Team,

Our response ratio is getting higher in comparison to the previous quarter.

For LSM (India) it is around 1.9 and for KW HC it is above 2.0. Our targeted and agreed response ratio was between 1.2 to 1.3. However, we lacked here to achieve the targets.

We should avoid repeated and unwanted responses to customers and try to close the case with as many as fewer responses.

@Elharith Elsiddig<mailto:[email-masked]> & @Apoorv Joshi<mailto:[email-masked]>, please start marking down agents in the quality audit wherein unwanted or repeated responses have been sent to customers.

Below is the detailed data from Jan to 17 April ’22 for all groups. Let’s target and reduce the ratio to the required one.

We will be sharing this report weekly to gauge our performance and improvements.

LSM

Ithraa

HC KW

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Month

Tickets assigned

Tickets resolved

Responses

Resp. Rate

Jan-22

9186

9795

18440

1.9

Jan-22

11342

11663

16501

1.4

Jan-22

460

459

928

2.0

Feb-22

8437

8288

14852

1.8

Feb-22

9847

9253

13517

1.5

Feb-22

542

510

1025

2.0

Mar-22

9052

8873

15857

1.8

Mar-22

13962

12262

16796

1.4

Mar-22

523

528

1114

2.1

Apr-22

5891

5804

10285

1.8

Apr-22

9923

8968

10098

1.1

Apr-22

374

348

670

1.9

Regards,

Mohd. Imran

Customer Support WEB TEAM.

Landmark Tower, Dubai

+971-45172116

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