Subject: Fwd: SLA not met for Chats & Emails
From: Saurabh Dadu <[email-masked]>
To: Ashish Dabral <[email-masked]>
Date: Wed, 5 Jan 2022 11:18:11 +0000

Please prep me the report

Regards,

Saurabh Dadu
LiveSalesman

Begin forwarded message:

From: Hasan Razakhan <[email-masked]>
Date: 5 January 2022 at 6:20:41 AM IST
To: Saurabh Dadu <[email-masked]>, Yahia Taha <[email-masked]>
Cc: Muralidharan Gunjur <[email-masked]>, Deepak Devasia <[email-masked]>
Subject: RE: SLA not met for Chats & Emails

Hi Saurabh/ Yahia,

Can we get break-up of staffs allocated for handling each segment?
Also, last 3 months data for each category and with ATH.

Thanks & Regards

Hasan Raza Khan
Inventory Controller
Home Box - KSA
Phone: +966 58 1269295  Tel: +96611 2794615 Ext: 4615 | Fax:+96611 2078386
Landmark Arabia | PO Box 91861 | Riyadh 11643 | Saudi Arabia
www.homeboxstores.com | www.landmarkgroup.com
[lg]<http://www.landmarkgroup.com/>[hb]<http://www.homeboxstores.com/sa/en>

From: Saurabh Dadu <[email-masked]>
Sent: Tuesday, January 04, 2022 7:53 PM
To: Yahia Taha <[email-masked]>
Cc: Hasan Razakhan <[email-masked]>
Subject: Re: SLA not met for Chats & Emails

External email sender, please take precaution.
Dear Yahia,

I hope you are well. We were waiting for you on the scheduled call today, and Shakeeb also dropped you a message on Whatsapp but there was no answer.

I would try and explain you the situation:
If you would remember we had initially asked you for having around 21 agents minimum during the Sale and after sale period. The finance had approved only 15 agents. We even had a call during End November/December where I had mentioned long waiting times, but we had to stick to the budgeted manpower.

When we noticed the workload during the sale period, it was several times higher than expected from last week of November onwards, and for the entire month in December.

With 15 agents, we can have only a maximum of 9 agents present each day, as 6 people would have week offs (team has a 5 days work week). With 9 agents present each day. Having 24x7 Coverage means we can have a maximum of 4 agents in the busy shift, and 2 agents each in other shifts.

During the busy hours, we some times received almost 700 whatsapp chats in one shift (we got around 1100 whatsapp chats in a day) in November & December.

That volume above was only for Whatsapp chats, the email tickets is separate.

One agent can typically handle around 80 chats, which means we only had capacity for less than 320 chats and emails put together in busy shift, and therefore the waiting times sky rocketed.

However on the positive side:

  1.  All the customers on Whatsapp were sent proactive message informing them to expect delay in response
  2.  They were asked to explain their question in detail even before they reached the agent
  3.  When the chat reached the agent after a long wait (which was in hours in December) the agent knew exactly the situation, and it took him much less time to handle the situation.
  4.  Every customer was replied to, there may have been a delay (which the customer was informed). The customers in most cases were ok with the delay as they got the response to their questions.
While I understand that the standard SLA's could not be met, as there was a mismatch in the staffing and the volume, we've tried our best to ensure the customer experience did not get diluted by setting up improved proactive messaging to the customers, and changing the approach to answering the chats.

I am sure its much easier for me to explain this to you with stats over a call, and you would be able to understand it much easier on call as well. Please let me know if you want me to reschedule the call.

Additionally, even currently we have high volume in early January, (around 1100 a day WhatsApp + emails) so I would request you for authorisation to add additional staffing to manage the SLAs.

Kind regards,

Saurabh

________________________________
From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: 02 January 2022 9:00 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: RE: SLA not met for Chats & Emails

Yes please.

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>

[lg][hb]

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, January 2, 2022 5:57 PM
To: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: Re: SLA not met for Chats & Emails

External email sender, please take precaution.

Dear Yahia,

Tomorrow I am out, can we do Tuesday, anytime that is comfortable for you?

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: 02 January 2022 7:49 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: RE: SLA not met for Chats & Emails

Dear Saurabh

Can we arrange this on Monday at 15:30 KSA timing.

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>

[lg][hb]

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, December 28, 2021 1:35 PM
To: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: Re: SLA not met for Chats & Emails

External email sender, please take precaution.

Hi Yahia,

Apologies for the delay. I have another meeting at 14:30 KSA time. Can I please propose 17:00 KSA time today?

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Yahia Taha <[email-masked]<mailto:[email-masked]>>
Sent: 27 December 2021 9:01 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>
Subject: RE: SLA not met for Chats & Emails

Dear Saurabh

We can arrange teams meeting tomorrow at 14:30 KSA timing and will involve Mr. Murali if needed, kindly schedule the meeting add my self and Mr. Hasan from home KSA.

Please make sure to have an action plan in place and supportive data.

Best Regards

Yahia Taha

Customer Care Team Leader - Home box

800-1110888

Ext: 3457

Riyadh Gallery Mall I PO Box 91861 | Riyadh 11643 l Saudi Arabia

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960986330&sdata=CzDg2vAtQD5CTi%2Bv9vKUiECOF5VcIbuwGzDWImDgzd0%3D&reserved=0> | www.landmarkgroup.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroup.com%2F&data=02%7C01%7Cyahia.taha%40landmarkgroup.com%7Cec28e3c31ccf444c531008d85f08dafa%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637363838960996327&sdata=1M6qxxiDpPF8W8JPP0QPEQUfhqD3HGw%2BSIsCuXQLGI8%3D&reserved=0>

[lg][hb]

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Monday, December 27, 2021 4:18 PM
To: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Yahia Taha <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Ashick Ali <[email-masked]<mailto:[email-masked]>>
Subject: Re: SLA not met for Chats & Emails

External email sender, please take precaution.

Dear Murali,

Thanks for your email. I've studied the numbers. Would you be available to set-up a call to go over these.

I can be available on any day convenient to you.

Kind regards,

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Muralidharan Gunjur <[email-masked]<mailto:[email-masked]>>
Sent: 26 December 2021 3:23 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Hasan Razakhan <[email-masked]<mailto:[email-masked]>>; Yahia Taha <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Ashick Ali <[email-masked]<mailto:[email-masked]>>
Subject: SLA not met for Chats & Emails

Hi Saurabh,

We have observed SAL’s are not met for chats & email responses. This is causing lot of customer dissatisfaction. Need an action plan from you & detailed understanding as to how many people manage these activity & show us segregation of employees for each task. When compared to other brands with Landmark HB has the lowest email to order ratio, still handling is alarming.

KSA

Emails volume

What’s app volume -LSM

Live Chat Volume-Crystel

Email to Order ratio

Chat to Order ratio

Average response time

Calls Average Handling time

LSM

What’s app (sec)LSM

Email-LSM

Chat (sec)Crystel

Target

-

-

-

-

-

30

24h

30

240

Nov’21

1190

15912

2186

0.80%

11.20%

119

67h

67

375

Avg. L3M

2429

28242

2750

0.70%

8.30%

97

21h

69

397

YTD Nov’21

5185

50825

6174

0.90%

8.90%

113

29h

122

364

GS MuraliDharaan

National Concept Business Head (NCBH)

Home Box - KSA

Phone: +966 54 943 1127 Tel: +96611 207 8292 Ext: 4614 | Fax: +96611 2078386

Email: [email-masked]<mailto:[email-masked]>
Landmark Arabia | PO Box 91861 | Riyadh 11643 | Saudi Arabia
www.homeboxstores.com | www.landmarkgroup.com

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<http://www.landmarkgroup.com>

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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<http://www.landmarkgroup.com>
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<http://www.landmarkgroup.com>
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