Subject: CSAT + PKR Incentives
From: Deeksha Dadu <[email-masked]>
To: Rahul Kumar <[email-masked]>, "Prem k . Goyary" <[email-masked]>, "Jitendra Kumar. Saxena" <[email-masked]>, Emelyn Dunan <[email-masked]>, Romesh Singh <[email-masked]>, Ramananda <[email-masked]>
Cc: admin <[email-masked]>
Date: Tue, 11 Aug 2015 19:42:42 +0530 (IST)

Hi all, 

the monthly report for July came. It is shocking to see that we are lowest in our CSAT! You guys seem to be completely focused only on your incentives rather than delivering good customer service experience. This is not acceptable.You can see your individual performance in the second table below. It is appalling! I am looking for CSAT level of only and only 90 and above. if some are doing it, it is not impossible to achieve. Please keep in mind- this month onwards, any agent who is less than 90% in CSAT may NOT BE eligible for incentives for full incentives. please work hard on improving your scores immediately. This is already being discussed with the client as well. 

regards, 
deeksha 

	India CSAT 	Lon CSAT 	Ald CSAT 
Dec-14 	88.3% 	84.6% 	86.7% 
Jan-15 	88.0% 	92.3% 	86.1% 
Feb-15 	73.3% 	88.3% 	85.3% 
Mar-15 	76.4% 	88.8% 	90.0% 
Apr-15 	89.4% 	92.7% 	88.8% 
May-15 	90.7% 	100.0% 	91.4% 
Jun-15 	85.1% 	60.0% 	85.9% 
Jul-15 	84.7% 	100.0% 	93.1% 
Aug-15 	0.0% 	0.0% 	0.0% 
Sep-15 	0.0% 	0.0% 	0.0% 
Oct-15 	0.0% 	0.0% 	0.0% 
Nov-15 	0.0% 	0.0% 	0.0% 
Dec-15 	0.0% 	0.0% 	0.0% 
Jan-16 	0.0% 	0.0% 	0.0% 

	Paola 	Jelena 	Hierome 	Sharron 	Matt 	Lynsey 	Mariette 	Ralph 	Ricky 	Rizza/Ronex 	Emelyn 	Phyllis 	Spencer 	Sally 	Avaon 	Joseph 	Sean 	Nick 	Jessie 	AVG 
Dec-14 	79.50% 	87.50% 		86.80% 	87.80% 	94.00% 	78.33% 	91.46% 	86.07% 	92.50% 	83.33% 	86.51% 			94.80% 	83.30% 				87.07% 
Jan-15 	82.80% 	100.00% 		94.20% 	90.32% 	89.70% 	78.37% 	91.08% 	93.44% 	89.36% 	81.80% 	80.68% 			80.59% 	75.00% 	100.00% 	100.00% 		88.49% 
Feb-15 	77.20% 	95.20% 		92.60% 	86.29% 	91.01% 	78.46% 	82.60% 	89.62% 	87.87% 	77.41% 	85.29% 			72.13% 		78.78% 	86.30% 		84.34% 
Mar-15 	83.67% 	91.30% 		91.30% 	91.52% 	91.07% 	87.35% 	83.30% 	86.20% 	93.50% 	89.13% 	88.57% 			73.68% 		85.33% 	87.70% 		87.40% 
Apr-15 		100.00% 	86.20% 	91.80% 	91.00% 	88.88% 	86.66% 	93.26% 	91.95% 	89.91% 	81.25% 	90.59% 								90.14% 
May-15 		100.00% 			92.80% 	93.30% 	88.10% 	91.50% 	89.79% 	93.85% 	92.72% 	83.73% 	92.59% 							91.84% 
Jun-15 		60.00% 			83.30% 	89.90% 	84.40% 	76.00% 	87.77% 	90.72% 	77.77% 	91.83% 	81.25% 	89.47% 					85.71% 	83.18% 
Jul-15 		100.00% 			93.40% 	92.20% 	93.80% 	79.48% 	90.47% 	90.62% 	76.66% 	88.88% 		83.13% 					83.33% 	88.36% 
Aug-15 																				
Sep-15 																				
Oct-15 																				
Nov-15 																				
Dec-15 																				
Jan-16