Subject: Audits parameter needs to be applied
From: Shakeeb Arsalan <[email-masked]>
To: LM CS Team <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Tue, 5 Jan 2021 00:18:30 -0700 (MST)

Hi Team, 

Please note that from now onwards we will resume doing the Email/ Chat Audits, and want all of you to go through the parameters below and make sure you apply the same in your interactions with the customers. 

Please note that all of you are required to score 90+ in your interactions. 

Sr # 	Parameter 	Description 	Weightage 
Verbatim & Email/Chat Handling skills 	15% 
1 	Opening - As per the Standard 	Adressing customer and thank them for shopping with us. 	5% 
2 	Closing - As per the standard 	Need to ask for further assistance and close the email with complete script and wish the customer appropriately. 	5% 
3 	Personalization (need to address the customer by his/her name) 	Agent should address the customer by his/her first name. 	5% 
Communication Skills 	25% 
7 	Syntax error : No spelling mistake 	There should be no spelling error and unwanted spaces between two words 	5% 
4 	No grammatical errors 	No grammatical error and sentence formation needs to be proper. 	10% 
5 	Language : Use of Correct phrases/sentences 	Need to use correct phrases and sentences as per the email scenario. 	10% 
Attitude & Approach 	35% 
6 	Use of apologetic statements / Manage delay with grace 	Need to apologize customer in required scenarios like delay and issues from our end. 	10% 
8 	Content/Information flow was proper / Friendly tone to build rapport. 	Email tone and manner should be friendly and easy to understand, no jargons and techincal terms should be used. 	10% 
10 	Adherence to TAT : reply to customer within the specified TAT 	Agent should reply the customer within the assigned timeline. 	5% 
11 	Willingness to help the customer displayed 	Agent need to display a willingness to help customer and help customer in all possible ways. 	10% 
Fatal Parameters 	25% 
12 	Escalation Procedure 	Eascaltion should be forwared to the correct and concerned department. 	5% 
13 	Correct Ticket Raised 	Disposition and ACW codes need to be used correctly. 	5% 
14 	Agent didn't turn rude / Impolite / sarcastic 	Agent should not turn impolite, rude or sarcastic on email. Need to gentle and customer friendly conversation. 	5% 
15 	(i) Correct & full/complete resolution to Customer query 
(ii) Single/Multiple Queries addressed 	Agent need to share complete information and need to address all queries asked by the customer. 	5% 

Regards 
Shakeeb