Subject: Re: SLA not met for Chats & Emails
From: Ashish Dabral <[email-masked]>
To: saurabh <[email-masked]>
Date: Wed, 5 Jan 2022 05:32:17 -0700 (MST)

Hi Sir, 

In Fresh Chat we have below parameters. I took Response time(Average) . Shall I take Resolution time(Average)? 

For Tickets - There are two Average First response time and Average response time. I took Average response time. 

Regards, 
Ashish Dabral 

From: "saurabh" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, January 5, 2022 5:54:48 PM 
Subject: Re: SLA not met for Chats & Emails 

Ashish 

AHT is not Waiting time, its handling time. 

So for chats please get the AHT from Fresh Chat 

For tickets - there is something for First response time and then a normal response time - what matrix did you use here? 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Ashish Dabral <[email-masked]> 
Sent: 05 January 2022 5:51 PM 
To: Saurabh Dadu <[email-masked]> 
Subject: Re: SLA not met for Chats & Emails 

Hello Sir, 

Here is the attached last 3 month data with AHT. 

Regards, 
Ashish Dabral 

From: "saurabh" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, January 5, 2022 4:48:11 PM 
Subject: Fwd: SLA not met for Chats & Emails 

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 

BQ_BEGIN

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 
[ https://mail.lsmindia.com/www.homeboxstores.com | www.homeboxstores.com ] | [ https://mail.lsmindia.com/www.landmarkgroup.com | www.landmarkgroup.com ] 
[ http://www.landmarkgroup.com/ ] [ 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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 02 January 2022 9:00 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hasan Razakhan < [ mailto:[email-masked] | [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 

[ 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.homeboxstores.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 | www.landmarkgroup.com ] 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, January 2, 2022 5:57 PM 
To: Yahia Taha < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hasan Razakhan < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 02 January 2022 7:49 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hasan Razakhan < [ mailto:[email-masked] | [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 

[ 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.homeboxstores.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 | www.landmarkgroup.com ] 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, December 28, 2021 1:35 PM 
To: Yahia Taha < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hasan Razakhan < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 27 December 2021 9:01 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hasan Razakhan < [ mailto:[email-masked] | [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 

[ 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.homeboxstores.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 | www.landmarkgroup.com ] 

From: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, December 27, 2021 4:18 PM 
To: Muralidharan Gunjur < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hasan Razakhan < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] >; Deepak Devasia < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [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 < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 26 December 2021 3:23 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Hasan Razakhan < [ mailto:[email-masked] | [email-masked] ] >; Yahia Taha < [ mailto:[email-masked] | [email-masked] ] >; Deepak Devasia < [ mailto:[email-masked] | [email-masked] ] >; Ashick Ali < [ mailto:[email-masked] | [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: [ mailto:[email-masked] | [email-masked] ] 
Landmark Arabia | PO Box 91861 | Riyadh 11643 | Saudi Arabia 
[ https://mail.lsmindia.com/www.homeboxstores.com | www.homeboxstores.com ] | [ https://mail.lsmindia.com/www.landmarkgroup.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. [ http://www.landmarkgroup.com/ | 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. [ http://www.landmarkgroup.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. [ http://www.landmarkgroup.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 

BQ_END