Subject: Re: Audits Parameters TO BE CONSIDERED
From: Shakeeb Arsalan <[email-masked]>
To: LM CS Team <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Fri, 5 Mar 2021 06:45:35 -0700 (MST)

Hi Team, 

Please go through the Audits parameters, and apply the same on your interactions with the customers. 

Note: The benchmark is 85% and all of you guys should meet and exceed it. 

Verbatim & Email/Chat Handling skills 	Deducted Marks 

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% 
4 
	Syntax error : No spelling mistake 	There should be no spelling error and unwanted spaces between two words 	5% 
5 
	No grammatical errors 	No grammatical error and sentence formation needs to be proper. 	10% 
6 
	Language : Use of Correct phrases/sentences 	Need to use correct phrases and sentences as per the email scenario. 	10% 
Attitude & Approach 	35% 
7 
	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% 
9 
	Adherence to TAT : reply to customer within the specified TAT 	Agent should reply the customer within the assigned timeline. 	5% 
10 
	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% 
11 
	Escalation Procedure 	Eascaltion should be forwared to the correct and concerned department. 	5% 
12 
	Correct Ticket Raised 	Disposition and ACW codes need to be used correctly. 	5% 
13 
	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% 
14 
	(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% 

Feel free to reach out to us for any clarification. 

Regards 
Shakeeb