Subject: Update 2014-07-03
From: Suneel Rawat <[email-masked]>
To: admin <[email-masked]>
Cc: Suneel Rawat <[email-masked]>
Date: Sun, 3 Aug 2014 06:21:16 +0530 (IST)

Update 2014-07-03

Today Saturday:
-Saturday meeting with T1 group. Reviewed language and quality matters.
Product information, especially new updates, reviewed through Role Plays.
-Review of calls for evaluation of agents (listed below),
-prod info review (related with the calls being evaluated)

Monday:
-Review of calls for evaluation of agents
-prod info review (related with the calls being evaluated)
-Cross checking and confirming defined processing/response time for various Zhunrize processes.

Q. (About Buffer Agents) Is your opinion definite and well founded?
A. The response was based on how they performed during dummy phone call with them on that day - Of all the buffer agents, Hontomin, Jeannina and Rome came out more confident in call handling than others. 
Whereas, during Role Plays held today, Rome and Rica performed better.
General observations stand the same. Rome could be prepared after little more polishing to take live calls. 

iSymphony link:
I will be able to send it on Monday after copying it (after opening the link) from Akhil's computer.  

List of Calls:

RONALD
4043915775	6602	09:22:18   Spanish [Not available]
ID 31635 
Took initiative to help resolve case, when Spanish customer insisted on waiting online. 	
But should check details first, before commenting. Otherwise well handled.

ANA
064750428	6602	09:14:45 Korean Support
-agent Voice low (recording garbled)
-monthly bonus qualification issue
-commissions on offline purchase- airline ticket and rent a car.
+Asked to send his concerns by email. 

JADE (MAPLE)
6613804935	6602	10:01:34
ID 64039   Dissatisfied with non response earlier multiple times on email. Promised call back in an 
hour but never did.
For his own personal business website: various question reg linking websites. Escalated.

JOSEPH
071710481	6602	12:00:42 
Query for Korean Support

JHON 
071710481	6602	12:07:27  
Query for Korean Support
092209679	6602	09:37:42 
Query for Korean Support
3053183339	6602	12:19:12
ID 38765 Leander Harris for Refund check for cancelled account. Escalated.
4086130075	6602	10:43:50	
Monthly commission concern. Handled well.

DIVI
2819022301	6602	14:22:23	
21955 Lisa Fields
Check the notes in your file Call back by supervisor promised two days ago.
(There is no past data for Agent to cross check info)
Leadership bonus not received.
Caller put the call on hold and did not respond even after waiting for 10 min.
4043929260	6602	09:03:15	
Offline purchase. handled well.

RINA
3052995285	6602	16:25:36
3052995285	6602	16:48:00
75210 Cust hung up first call. 
About Monthly bonus, and an order status.
Handled well.
4046945577	6602	15:00:33	
Closed account. Reconfirm refund payment delivery 

period. Otherwise well hadled.

SAM/SOTICO
3102451626	6602	14:06:08
92285 Sent email regarding Monthly Bonus concern. 
Handled well.

CASSANDRA
3108467602	6602	10:24:28
Flight Ticket commission- Case ticket created, but 
Agent cannot give response time to customer.

- Also about 4-5 calls for Korean Support. 

Regards,
Suneel Rawat
Manager Quality Assurance
LSM