Subject: RE: LSM & Ithraa Quality scores (Feb-23)
From: Mohd Imran <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Bidipta Dutta <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Manish Kumar <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Nashwa Elshafey <[email-masked]>, "[email-masked]" <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Tue, 21 Feb 2023 13:11:18 +0000

Hi Team,

Sharing below quality scores and points including our week 2 calibration discussion.

  *   Order id needs to be captured on Freshchat rigorously; agents are putting random numbers in the chat.
  *   Disposition needs a refresher; agents need to use their sense of judgment while disposition as per the interaction’s scenario.
  *   Customer’s name needs to be confirmed or addressed by their name if it is available in Hybris.
  *   Agents must be more careful on chats and avoid syntax and grammatical errors.
  *   KSA scores are way below the benchmark, we have ended Jan-23 on 80%. @Deeksha Dadu<mailto:[email-masked]> can we have some plans on this? We still have 2 weeks of calibration left for this month.
  *   Please share documented feedback with all the bottom quartiles and fatal scorers for both sites.

Agent Name
QA Score
Agent Name
QA Score
Reena
90%
Abdulrahman Alqumea
90%
Mohammad Tawfik
89%
Afnan Eyad
80%
Zai
89%
Shoaa Nfeesah
78%
Hamza
88%
Asma Salem
76%
Khalid
88%
Hilah Alolayan
75%
Mohamed Almustafa
85%
Rana Almotri
74%
Mohd. Elbadri
85%
Reenad Alosaimi
74%
Ziena Saeed
85%
Amira Alanaz
70%
MD Bahashwan
84%
Saud Almutlaq
64%
Murshed
84%
Grand Total
74%
Mais Hasan
83%
Mazen Mohd.
83%
Abdulqader Ahmed
75%
Grand Total
85%

[Logo  Description automatically generated]
Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

From: Mohd Imran
Sent: Thursday, 9 February 2023 6:31 PM
To: Apoorv Joshi <[email-masked]>; Bidipta Dutta <[email-masked]>; [email-masked]; [email-masked]; Nikhil Bishnoi <[email-masked]>; Manish Kumar <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Nashwa Elshafey <[email-masked]>; [email-masked]; Deeksha Dadu <[email-masked]>
Subject: LSM & Ithraa Quality scores (Feb-23)

Hi Team,

Thanks for joining the calibration today. Attaching the data dump and below are the scores and points we discussed during our meeting.

  *   Disposition errors are on the higher end, agents are not disposing of contacts as per the scenario.
  *   If the order id is available, agent should address the customer from that name only (check hyrbis) in emails, in case no order is there agent may use “Dear customer”. An agent should not pick the names from email addresses.
  *   In case if there is any tech-related issues, the agent should do an apology before communicating further.
  *   Agents are not giving additional information to customer (if there is a scope) and this may lead to repeated customers. Example - If customer wants to know the return process, agent should inform the refund process and TAT as well. Also, In case of order status delivery TAT needs to be proactively informed.
  *   Spacing and paragraph changes or adding new lines must be proper in the email body. It should not look cluttered.
  *   Scores for both sites are below the benchmark. We need to cover it in the coming weeks.
  *   Share the documented feedback with the fatal scorers and to the agents who are below benchmark.

Agent name (LSM)
QA scores
Agent name (Ithraa)
QA scores
Mohammad Tawfik
93%
Abdulrahman Alqumea
90%
Khalid
88%
Afnan Eyad
85%
Mohamed Almustafa
85%
Shoaa Nfeesah
85%
Mohd. Elbadri
85%
Asma Salem
83%
Murshed
85%
Hilah Alolayan
83%
Reena
85%
Rana Almotri
73%
Zai
85%
Reenad Alosaimi
73%
Ziena Saeed
85%
Saud Almutlaq
68%
MD Bahashwan
83%
Amira Alanaz
65%
Hamza
80%
Grand Total
78%
Mais Hasan
80%
Mazen Mohd.
80%
Abdulqader Ahmed
75%
Grand Total
84%

[Logo  Description automatically generated]
Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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