Subject: Fwd: PKR Quality
From: Deeksha Dadu <[email-masked]>
To: Saurav Mishra <[email-masked]>
Cc: admin <[email-masked]>
Date: Sat, 30 Nov 2013 20:28:11 +0530 (IST)

Saurabh,

please make sure that you send the individual stats to the agents everyday so that they are aware of where they stand and what areas they need to work on. we will need to continue this exercise until we start seeing improvement.

regards,
deeksha 

----- Forwarded Message -----
From: "Deeksha Dadu" <[email-masked]>
To: "Kachuirin Vashi" <[email-masked]>
Cc: "akhil" <[email-masked]>, "Saurav Mishra" <[email-masked]>, "admin" <[email-masked]>
Sent: Saturday, November 30, 2013 8:19:08 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: PKR Quality

Hi Vashi,

please see below your stats. Major issues here which you need to work on:

1. Your average chat length is higher than the majority of the team. while we expect an average chat length of of 8-9 minutes, yours is way above that. please work on that.

2. Your response is beyond acceptable limits. the response time should be between 15-25 seconds. please make sure that it is immediately controlled.

3. Your CSAT is amongst the lowest. the client expects a minimum CSAT of 85-90% consistently. below that we can not accept. please make sure that even if you are not able to resolve the customer's issue, you should be able to pacify him in a way that it does not result into poor rating. Please never ever give wrong information and follow PKR procedures carefully, some of the ways that will help you improve the score. 

Avg. Chat Length	Avg.Response Time	Login Time	Engage Time	Time Online	Yes	No	C-Sat
0:13:27	                 0:00:49	        8:45:40	         8:07:54	  8:14:20	3       1         75%                 	 	                                     

regards,
deeksha