Subject: RE: EPOS customer support survey - CSAT 1 or 2
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Ashish Dabral <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Wed, 19 Jan 2022 12:59:25 +0000

Thank you for taking action, Ashish!

Venlig hilsen / Best regards
Heta Nyrhinen (HNYR)
Project Manager, Global Support and Service
+45 4470 0148
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw>
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From: Ashish Dabral <[email-masked]>
Sent: 19. januar 2022 13:56
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Pritish Nandi <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>
Subject: Re: EPOS customer support survey - CSAT 1 or 2

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hello Heta,

There were two calls under this ticket. One inbound and one outbound.

We have a recording of that inbound call and the audio quality was very poor, Sven handled this call and he did not use the headset during this call. I've spoken with him and advised him not to do so going forward.

I will check with Denisa tomorrow as she left for the day.

Regards,
Ashish Dabral

________________________________
From: "hnyr" <[email-masked]<mailto:[email-masked]>>
To: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>
Cc: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>, "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, January 19, 2022 5:50:14 PM
Subject: FW: EPOS customer support survey - CSAT 1 or 2

Hi Ashish,

Could you please check the audio quality in the calls of these agents who handled this ticket? The customer is complaining with extremely poor audio with all of them.

Venlig hilsen / Best regards
Heta Nyrhinen (HNYR)
Project Manager, Global Support and Service
+45 4470 0148
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2Fen%2Fdk%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C89d3942135d540af9c4308d9db4b0e16%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637781937696868480%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=sf2lgdrBwQ4pwVw66DQ3Nhahb1VkpYFHAaPV5hzJE%2FE%3D&reserved=0>
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From: Epos Audio <[email-masked]<mailto:[email-masked]>>
Sent: 19. januar 2022 13:04
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Subject: EPOS customer support survey - CSAT 1 or 2

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi,

Customer support survey received a bad CSAT value. Check the ticket and response from below and see what actions need to take place.

Zendesk ticket: https://eposaudio.zendesk.com/agent/tickets/196238<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Feposaudio.zendesk.com%2Fagent%2Ftickets%2F196238&data=04%7C01%7Chnyr%40eposaudio.com%7C89d3942135d540af9c4308d9db4b0e16%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637781937696868480%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=PWKpUC2j696iOVm3MBpWZYPwk6f3KNikZ9o1nDB4Fjk%3D&reserved=0>
Agent: Denisa Magda

Answer summary including all questions.

196238 (Zendesk Ticket #196238, Externe Antwort)

Seite1

Wie würden Sie ihre letze Erfahrung mit EPOS bewerten?

1

Seite2

Welche Bereiche haben ihre Bewertung beeinflusst?

Friendliness
Knowledge
Product
Website content

Seite3

Haben Sie das Gefühl, dass wir ihre Anfrage gelöst haben?

No

Seite4

Was hat ihnen besonders gut gefallen und was können wir verbessern?

Audioqualität sämtlicher telefonischer Kontakt war äußerst schlecht und die Agents konnten fast nicht verstanden werden. Einer hatte zudem wohl sein Notebookmikro und Lautsprecher laufen, so dass ich mich selber hören durfte.

Für eine Firma, die Business Headsets herstellt, kein gutes Bild.

Where can we improve, and what did you like about our service?

Der Empfänger hat diese Frage nicht beantwortet.