Subject: Homebox Audit findings_June'21 Week 2
From: Alan Ninan <[email-masked]>
To: deeksha <[email-masked]>, Niren Dsouza <[email-masked]>
Cc: saurabh <[email-masked]>
Date: Mon, 14 Jun 2021 20:17:48 -0700 (MST)

Hello everyone! 
Hope you all are having a great day! 

Please find below, my audit findings on Homebox for June'21 Week 2, attached data is for your reference. 

The quality benchmark has been kept as 85% across all LOBs. 

LOB-Wise Quality Score 

LOB 	Average Score 
KSA EMAIL 	91.14 
KSA SM 	83.33 
UAE CHAT 	82.78 
UAE EMAIL 	81.25 
UAE SM 	91.67 
Grand Total 	86.27 

Pareto Chart on Error contribution% 
Parameters 	Error % 
SLA compliance-Was every response given within the SLA? 	42.50% 
Comprehension and Probing-Did the agent understood all the queries/concerns raised by customer and asked right questions appropriately? 	32.50% 
Interaction skills-Was the agent polite, used empathy or apology as required while interacting with the customer? 	15.00% 
Dashboard Compliance-Every time the ticket came in the open status, was an action taken, or was status changed without any action? 	10.00% 

Areas of Improvement 

    * Agents are either missing on FTR SLA or missing to respond on time for the subsequent replies 
    * Irrelevant probing without trying to understand customer's root concern 
    * Missed to probe- Not asking for customer email ID in chats and adding the same to freshdesk, whenever required 
    * Dashboard compliance- Email ID confirmed from customer however, missed to add in freshdesk. Not adding correct tags in dashboard properties, for ex: chat/email was in English however agent tagged under Arabic language 

Action Plan 

    * PKTs are conducted on weekly basis and scores are being shared along with correct answers 
    * Feedbacks are shared for agents via teams individually 
    * Common observations and suggestions are shared in teams groups 

Agent-Wise Quality Scores 

Agent details 	Audit count 	Average Score 
Abu Sufian _ [email-masked] 	3 	65.00 
Adam Yousif _ [email-masked] 	3 	76.67 
Amir Aziz _ [email-masked] 	3 	91.67 
Amr Khalil _ [email-masked] 	3 	91.67 
Ankit Kumar _ [email-masked] 	3 	83.33 
Hasan Nour _ [email-masked] 	3 	83.33 
Ibrahem Mahmoud _ [email-masked] 	3 	80.00 
javed aslam _ [email-masked] 	3 	100.00 
Jok Kuol _ [email-masked] 	3 	81.67 
Malek al hosan _ [email-masked] 	3 	100.00 
Mohammed Ali _ [email-masked] 	3 	78.33 
Mohammed Faizan _ [email-masked] 	3 	83.33 
Mohd Iqbal _ [email-masked] 	3 	86.67 
Mosab Nasreldin _ [email-masked] 	3 	95.00 
Rami Kassam _ [email-masked] 	3 	65.00 
Saleh Ahmed _ [email-masked] 	3 	100.00 
Sreelal C T _ [email-masked] 	3 	81.67 
Waseem Khan _ [email-masked] 	4 	96.25 
Yahkoob Erachat _ [email-masked] 	4 	93.75 
Grand Total 	59 	86.27 

Agent Details 	June Week 1 	June Week 2 	Efficacy 
Abu Sufian _ [email-masked] 	65.00 	65.00 	0.00 
Adam Yousif _ [email-masked] 	73.33 	76.67 	3.33 
Amir Aziz _ [email-masked] 	83.33 	91.67 	8.33 
Amr Khalil _ [email-masked] 	86.67 	91.67 	5.00 
Ankit Kumar _ [email-masked] 	81.67 	83.33 	1.67 
Hasan Nour _ [email-masked] 	91.67 	83.33 	-8.33 
Ibrahem Mahmoud _ [email-masked] 	68.33 	80.00 	11.67 
javed aslam _ [email-masked] 	95.00 	100.00 	5.00 
Jok Kuol _ [email-masked] 	76.67 	81.67 	5.00 
Malek al hosan _ [email-masked] 	83.33 	100.00 	16.67 
Mohammed Ali _ [email-masked] 	83.33 	78.33 	-5.00 
Mohammed Faizan _ [email-masked] 	78.33 	83.33 	5.00 
Mohd Iqbal _ [email-masked] 	100.00 	86.67 	-13.33 
Mosab Nasreldin _ [email-masked] 	91.67 	95.00 	3.33 
Rami Kassam _ [email-masked] 	86.67 	65.00 	-21.67 
Saleh Ahmed _ [email-masked] 	65.00 	100.00 	35.00 
Sreelal C T _ [email-masked] 	86.67 	81.67 	-5.00 
Waseem Khan _ [email-masked] 	87.50 	96.25 	8.75 
Yahkoob Erachat _ [email-masked] 	92.50 	93.75 	1.25 

NOTE:- Feedback on audit findings and observations has been shared with agents individually however, the data/scorecard has not been disclosed with agents and is for the understanding purpose(AOI analysis) for Supervisors and Management teams only. 
Regards, 
Alan Ninan 
Process Trainer