Subject: Re: DSAT and Quality Meeting and Action Plan
From: Deeksha Dadu <[email-masked]>
To: Mohamed Nagy <[email-masked]>, Apoorv Joshi <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, Manish Kumar <[email-masked]>, Naif <[email-masked]>, Khalid Alamri <[email-masked]>, Alanzi <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Jessie Caparas <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Tue, 16 Aug 2022 14:29:41 +0000

Thanks, look forward to speak to you all again as well

Regards,
Deeksha
________________________________
From: Mohamed Nagy <[email-masked]>
Sent: Tuesday, August 16, 2022 7:07 PM
To: Deeksha Dadu <[email-masked]>; Apoorv Joshi <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Manish Kumar <[email-masked]>; Naif <[email-masked]>; Khalid Alamri <[email-masked]>; Alanzi <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: RE: DSAT and Quality Meeting and Action Plan

Hi @Deeksha Dadu<mailto:[email-masked]>,

Thanks for the clarification, and looking forward to meet again.

Regards,

Mohamed Nagy

From: Deeksha Dadu <[email-masked]>
Sent: Tuesday, August 16, 2022 4:55 PM
To: Mohamed Nagy <[email-masked]>; Apoorv Joshi <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Manish Kumar <[email-masked]>; Naif <[email-masked]>; Khalid Alamri <[email-masked]>; Alanzi <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Jessie Caparas <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Re: DSAT and Quality Meeting and Action Plan

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hello Mohammed,

Please accept my sincere apologies for leaving in between abruptly. I had another call scheduled with Musteshan and Mahmoud at the same time and I didn't want to interrupt you to notify. However, I will make sure that I am available for all future meetings.

About your point, it is well taken, I will make sure everyone is either present or notifies you in advance.

Thank you again

Kind regards,

Deeksha

________________________________

From: Mohamed Nagy <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, August 16, 2022 5:56 PM
To: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Naif <[email-masked]<mailto:[email-masked]>>; Khalid Alamri <[email-masked]<mailto:[email-masked]>>; Alanzi <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: DSAT and Quality Meeting and Action Plan

Hi @Apoorv Joshi<mailto:[email-masked]>,

Appreciate the team efforts and one more time we do believe that there is a great improvement opportunity available with such great team,

I would like to add that 65% is the minimum number we want to hit on Monthly basis, and as you mentioned that your personal target is extended to 70%,

So I am not waiting for less than the 65% from you and the team, and we are here to support you and the team whenever needed.

As a last point I want to clearly mention that any person invited to our meetings as a delegate for his team, must be in the meeting or notify us before the meeting at least with 24 hours to make sure that a replacement person is available to talk on his behalf, this point is very critical to me personally.

I will mark the meetings and send you invitations for our next meetings and looking forward to it.

Regards and thanks again,

Mohamed Nagy

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, August 16, 2022 4:03 PM
To: Mohamed Nagy <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Naif <[email-masked]<mailto:[email-masked]>>; Khalid Alamri <[email-masked]<mailto:[email-masked]>>; Alanzi <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Subject: DSAT and Quality Meeting and Action Plan

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hi Team,

It was great to join you today in the meeting - Aug 16, 2022.

The action plan which we plan to follow to achieve the CSAT targets is as follows:

1. Daily DSAT audits are going to be done and one on one sessions will be arranged with the agents to improve the quality of responses and avoid d-sats.

2. The activity of checking the d-sats daily shall be followed in KSA and LSM both.

3. The agents who are getting more D-SAT and surveys will be given refresher trainings to achieve the C-SAT targets if required.

4. The C-SAT target which we hope to achieve is 65%.

5. During one on one sessions, agents will be advised how they can improve the quality of their response and avoid getting a dissatisfaction score from the customer.

Other points discussed during meeting:

1. Bi-weekly meeting will be held to discuss the DSAT audits to discuss and improve the quality further.

We will be following up with the team and will be discussing these points, to ensure everyone is aware of this and do their best to improve their quality.

Please feel free to add more points to this if I might have missed anything.

Thank you for helping us improve on these points.

Regards,
Apoorv

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com