Subject: Re: Headcount Billing Report - Nov + Dec
From: Ashish Dabral <[email-masked]>
To: saurabh <[email-masked]>
Date: Mon, 17 Feb 2020 00:28:13 -0700 (MST)

Ammar Ali and Ezzaldeen Mahyoub- Was doing night shift. 

Ghazi Mohammad joined was on training he joined on 7th Nov 

Fauzan Musalman- He was working as a FS for AR, as well as he was doing tickets and chat 

Mohammad Shafeeque - He was doing night shift 

Abhishek Sisodia - He was on training. Joined on 12th Nov 

Abhishek Bargaonkar- He was on training. Joined on 7th Nov 

Adheesh Krishna Awasthi - He was doing night shift 

Apoorv- He worked as a FS as well 

Nikhil Bishnoi,Piyush Mani and Rehan Khan - They were on training. They Joined on 7th Nov 

On 3rd,22nd and 30th Nov all EN agent had low productivity. Seems like there were less cases 

Regards, 
Ashish Dabral 

From: "saurabh" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Sunday, February 16, 2020 2:54:56 PM 
Subject: Fwd: Headcount Billing Report - Nov + Dec 

Regards, 

Saurabh Dadu 
LiveSalesman 

Begin forwarded message: 

From: Mustehsan Siddiqui <[email-masked]> 
Date: February 16, 2020 at 2:50:50 PM GMT+5:30 
To: Saurabh Dadu <[email-masked]> 
Subject: Re: Headcount Billing Report - Nov + Dec 

BQ_BEGIN

Hi Saurabh, 

Attached is the updated sheet from our end, we have updated sheet “Nov-2019” which was filled by your team. We have highlighted “conflicted” shifts in yellow from 1 st Nov – 30 th Nov. 

There are agents who have been marked available for 8 & 12 hours shift but there is no productivity against them, as well as there are agents who have been marked in 12 hours shift with productivity as low as 5-10 emails/chats. Moreover there are agents who have been super productive in both 8 hours & 12 hours shift. 

We understand there was an ask from our end & based on the ask we are not discussing December’s invoice however the shift hours & productive hours in November are pretty uneven. Please go through the attached sheet & let us know if you want to discuss every agent one by one. I believe there’s a real need to revise November’s invoice. 

Regards, 

Mustehsan 

From: Saurabh Dadu <[email-masked]> 
Date: Saturday, 15 February 2020 at 9:18 PM 
To: Mustehsan Siddiqui <[email-masked]> 
Subject: Re: Headcount Billing Report - Nov + Dec 

External email sender, please take precaution. 

Dear Mustehsan, 

Following your email we've done our investigation and we have found that you've been fairly and accurately billed. Following our the comments: 

    1. The data you referred to in your report was incomplete/inaccurate. Because: 

        1. Some of those agents are not working with us anymore, and since their ID's were closed FD did not show any tickets in their name. Ashish had gone ahead and manually pulled out "Responses" numbers for these agents for each day from Freshdesk, going one day at a time. The attached sheet has data updated from Ashish. 
        2. In November not all agents had login credentials for Chat, so they were sharing credentials, and that has also been marked for you. There were others also who used other ID's, but since its so long back, we don't have sufficient memory of who did what. 
        3. We could not pull data for Ahmed Daher for 3 days, we've been told he was training some agents, but since we could not find record of his training, only Urvika know's what he was doing, and since it was 3 months back, we went ahead and removed those 3 shifts for him in the excel. 

    1. Agents doing 12 hours shifts from 20th Nov: You had requested for 37 Man shifts to cover 24x7 plus the support staff, we only did what you had asked for. We went by the requirement you had specified. At LSM we did not have any limitations in hiring. You needed 37 Agents just for 10 days, it does not make sense to hire staff only for 10 days, so we used our existing resources to get the additional coverage. This was also discussed with you, and this suggestion of having team put in OT, cancel offs etc was a suggestion that was from you personally on phone. With our OT, we only delivered to you and billed to you the hours you had asked for. The headcount capacity you had planned in Jordan was suppose to be over and above the headcount we promised. Also please note though we had our team work 12 hours, paid them premium OT compensation, benefits such as transport etc., none of this was billed to you. 
    2. At several times during the WW sale, we did not have sufficient tickets to work on, as our team was told by Jessie not to take new tickets, which we implied you wanted to keep Jordan team busy as well. However since we only delivered the manpower you had asked for, this should not be considered our underperformance. 
    3. You've mentioned short term hires to be billed 1 weeks additional to cover training etc. I clearly remember us talking that it takes minimum 2 weeks, and that's what had agreed on. Unfortunately since that discussion was on phone, we don't have written record. Having said that looking at the billing sheet, I don't see you being billed for any of those days by our finance. 
    4. Additionally - We had a spike in October, which had a back-log continue into November. You had authorised us to get OT, and bill you OT. We put in additional hours, but never billed you a cent of OT. 

It is very disheartening that entire LSM team put in 100% effort during the WW sale, as you also see worked 12 hours shift, non-stop for several days, worked in 24x7 schedule and delivered, we are receiving discrepancies for November 2020 Invoice. 

Saurabh Dadu 

LiveSalesman 

India: +91 120 4332621 x 17 

US: 1 240 949 2437 

Cell: +91 9810175203 

From: Mustehsan Siddiqui <[email-masked]> 
Sent: 15 February 2020 4:22 PM 
To: Saurabh Dadu <[email-masked]> 
Subject: Re: Headcount Billing Report - Nov + Dec 

Hi Saurabh, 

Attached is the updated sheet containing November’s performance agent wise. The data for couple of agents is really alarming where agents have been billed as 12 hours shift but they have a very little or no productivity at all. Multiple agents have been billed for the entire month without any productivity. 

Moreover each & every individual have been marked as 12 hour shift post 20 th Nov whereas I don’t think so it was required for all agents, due to limited hiring capacity in LSM we had a backup non voice team in Jordan & this was considered without overtime requirement. 

Moreover I have earlier confirmed as well that billing should commence 1 week prior for short terms hires, we need to consider it & accordingly rework November’s billing. 

Can you look into the sheet attached & get back to me post data validation? 

Regards, 

Mustehsan 

From: Mustehsan Siddiqui <[email-masked]> 
Date: Monday, 10 February 2020 at 3:57 PM 
To: Saurabh Dadu <[email-masked]> 
Subject: Re: Headcount Billing Report - Nov + Dec 

Hi Saurabh, 

As discussed, attached is the sheet with November’s performance. We have around 7-8 agents with very less productivity & moreover many of them are not even available in December. Please cross check & confirm. 

Second – We have been charged for 3 support staff for the entire month of December 2019, whereas it was not required for the entire month. As discussed, we would have to re-look into these numbers. 

Regards, 

Mustehsan 

From: Saurabh Dadu <[email-masked]> 
Date: Monday, 20 January 2020 at 4:07 PM 
To: Mustehsan Siddiqui <[email-masked]> 
Subject: Headcount Billing Report - Nov + Dec 

External email sender, please take precaution. 

Dear Mustehsan, 

Sorry for the delay. 

Please find the attached excel sheet with billable. 

Total shifts requested in November: 770 + 81 + OT = 851+OTin the beginning of the month to cover for pendency from past. 

Total shifts delivered in November: 963 

Total shifts requested in December: 715 + 93 = 808 

Total shifts delivered in December: 843 

Please let me know if you have any questions. 

Kind regards, 

Saurabh Dadu 

LiveSalesman 

India: +91 120 4332621 x 17 

US: 1 240 949 2437 

Cell: +91 9810175203 

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