Subject: LSM quality report (Dec' 21)
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Samer Salmeh <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>
Date: Mon, 3 Jan 2022 13:10:06 +0000

Hi Team,

Please find below QA scores for month of Dec'21, and points discussed in the callibration.

  *   Issues with wrong disposition are higher in number, agent need to be focused while disposing the interaction. It should be as per the scenario.
  *   Personalization should be done on every interaction, irrespective of chat, email or SM.
  *   Syntax and grammatical errors, needs to be avoided.
  *   Also share a documented and verbal feedbacks to the agents scoring fatal and are below benchmark.

India
KSA
Agent name
QA Score
Agent name
QA Score
Nikhil
100%
Hessah
97%
Ebrahim
96%
Rashed
94%
Prince
96%
Nasser
91%
Ziena
95%
Reenad
90%
Hokan
95%
Abdulmajeed
90%
Bahashwan
94%
Shehanah
87%
Abdulqader
93%
Saud
87%
Mazim
93%
Modhi
85%
Omer
92%
Maha
81%
Elharith
92%
Sara
73%
Elbdari
91%
Amira
68%
Murshed
91%
Grand Total
86%
Mohad
91%
Atef
90%
Mayar
89%
Humera
85%
Mazen
84%
Aya
83%
Mais
80%
Divyanshu
45%
Grand Total
90%

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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