Subject: Re: Fw: KSA Chat First Response Time
From: Deeksha Dadu <[email-masked]>
To: Naif BinTeni <[email-masked]>, Saurabh Dadu <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Elharith Elsiddig <[email-masked]>
Date: Fri, 14 Oct 2022 11:08:38 +0000

Hi Naif,

Thank you for your email. While your points are certainly valid, there are some logical reasons behind then. I have pointed them out to you many times before but just so that everyone is on the same page, I will add my comments here as well:

    1- Train all agents on chat, For example today we have only one agent who can handle the chat Shahad, and she left for a reason which i have received from the office. i know that Shoa and Rana start the training on chat, but we need everyone aware and can handle it. also they need extra train i saw some chat was pending for 15 min one day and i spoke to her- Of course the idea is to train all the agents on chats thoroughly but the reason why there was a delay was because agents in the center did not work on tickets queues even on request, resulting in backlog and hence, we had no option but to keep WFH girls on tickets queues and make sure they are brought under control. Now, that the queues are under control, Elharith is actively working with WFH girls to make sure they are trained on chats as well.

    2- As we increased the number of agents than we should divide them all on different shifts on order to cover the chat and response to cx on time. cant have all WFH agents work on morning only and doing tkts, all agents should be a ware and train on both chat & tkts and divide them on different shifts.- This again can happen only when the girls can start working with minimal support. As you see on the group, they still need a lot of support. The idea is to first train them on both chats and tickets queues and then divide them across shifts to avoid mistakes.

Elharith has been working closely with new WFH girls but as mentioned to you, agents like Shroog and Samar are way too slow to learn. Elharith has been training and supporting them on everyday basis but we are not seeing much improvement. I got feedback from him today as well that despite all his efforts, these girls are still asking repetitive questions and need help on every other ticket. With their current status, it is not possible to move them around yet but we certainly will as soon as they are ready.

    3- since we are adding a new batch, during the training we have to deliver the process clearly to them, agents still coming back to me asking about the process and the reason is bcs it was not clear during the training such as escalation to store manually and how to find out the emai of the store, WWD products complains from cx, Jira esc, RMA canceled, on validation Cancelled, Chill tkt to WH and why - to dxb team and why ? , if agents still have no idea about them they will not be able to service the cx on chat . I am preparing an Arabic documents will share it with them soon. - After our last conversation, Apoorv did share all the proofs with me that he had trained girls on the escalations. Nevertheless, Elharith trained them all over again on escalations, and still agents like Samar and Shroog keep asking same questions.  This reflects more on their learning abilities. Samar worked under you as well for a couple of days and she is still struggling. That said, Saurabh will speak with the girls along with Apoorv and Elharith to understand where the gaps are and what can be done about that. Also, as discussed last time, please join Apoorv in training batches to see if the girls are following the training and if any feedback, please let Apoorv know and he will be happy to cover or you personally can cover those areas with him.

   4- we have also to build a self confident on agents. once the agents understand the process and fit into it. we have to show that this agent knows how to deal with these causes that will help us building the confident on agents and make the work more easy for all of us.  not wasting time for sharing the right response every time. - I agree with you on this and have strictly prohibited all sups here again today to spoonfeed them. Agents have a bad habit of sharing the ticket number without clarifying what their doubt about the ticket is. I have told sups to ask them to clearly specify their doubt about the ticket rather than expecting full instructions on what to do on the ticket. This way they will never learn.

Regards,

Deeksha

________________________________
From: Naif BinTeni <[email-masked]>
Sent: Friday, October 14, 2022 3:17 PM
To: Saurabh Dadu <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Apoorv Joshi <[email-masked]>; Elharith Elsiddig <[email-masked]>
Subject: Re: Fw: KSA Chat First Response Time

Hi Saurabh,

Thank you for informing us regarding the below, for sure we don't want this to be happen.

Regarding Shahad she left today as emergency i had received txt msg that she is not feeling good at the office, and she has to leave. i will get in touch with her and check. im going to make sure about it not to happen. as she is going to cover to rest of hours.

My kind suggest to avoid this kind of issue on the future as we have discussed it before.

    1- Train all agents on chat, For example today we have only one agent who can handle the chat Shahad, and she left for a reason which i have received from the office. i know that Shoa and Rana start the training on chat, but we need everyone aware and can handle it. also they need extra train i saw some chat was pending for 15 min one day and i spoke to her.

    2- As we increased the number of agents than we should divide them all on different shifts on order to cover the chat and response to cx on time. cant have all WFH agents work on morning only and doing tkts, all agents should be a ware and train on both chat & tkts and divide them on different shifts.

    3- since we are adding a new batch, during the training we have to deliver the process clearly to them, agents still coming back to me asking about the process and the reason is bcs it was not clear during the training such as escalation to store manually and how to find out the emai of the store, WWD products complains from cx, Jira esc, RMA canceled, on validation Cancelled, Chill tkt to WH and why - to dxb team and why ? , if agents still have no idea about them they will not be able to service the cx on chat . I am preparing an Arabic documents will share it with them soon.

   4- we have also to build a self confident on agents. once the agents understand the process and fit into it. we have to show that this agent knows how to deal with these causes that will help us building the confident on agents and make the work more easy for all of us.  not wasting time for sharing the right response every time.

Thank you.

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Best Regards,
Naif BinTeni

On 2022-10-14 08:18, Saurabh Dadu wrote:

Hi Naif,

Please see this is a recurring complaint. Why does client need to point this out?

I'm told Shahad was suppose to be taking these chats and she is not. What's going on?

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203

________________________________
From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Sent: 14 October 2022 10:39 AM
To: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>
Cc: mustehsan.siddiqui <[email-masked]>; Malik Ismail <[email-masked]>
Subject: KSA Chat First Response Time

Hi, All,

Please check KSA chat agents, usually no available agent's early morning, especially on Friday!!

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Best Regards,
Naif BinTeni