Subject: FW: Steerco data May
From: Ahmed Zoher <[email-masked]>
To: Ashish Dabral <[email-masked]>
Date: Tue, 7 Jun 2022 14:33:59 +0000

Please find the below

Thanks,

Ahmed Zoher
Manager - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<http://www.homeboxstores.com/>

From: Neeraj Bhanwariwal <[email-masked]>
Sent: Sunday, June 5, 2022 2:47 PM
To: Vijay Maharaja <[email-masked]>; Ahmed Zoher <[email-masked]>
Cc: Sameer Sadiq <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Alen Muthalaly <[email-masked]>; Sujay Mallesha <[email-masked]>; Ashick Ali <[email-masked]>; Rasheed Mavumkeel <[email-masked]>
Subject: RE: Steerco data May

All,

Pls find below for B&M

@Vijay Maharaja<mailto:[email-masked]> as this is a monthly requirement pls ask Sandesha (TCS) to share this to CCC team on monthly basis. He can also share the NPS score and eCom order count as they have these reports in their scope

Month
Inv Ct
Jul-21
78,100
Aug-21
67,941
Sep-21
70,141
Oct-21
76,047
Nov-21
86,097
Dec-21
94,751
Jan-22
71,675
Feb-22
62,721
Mar-22
79,000
Apr-22
73,518
May-22
66,404

Regards,
Neeraj

From: Vijay Maharaja <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 2, 2022 7:06 PM
To: Ahmed Zoher <[email-masked]<mailto:[email-masked]>>; Alen Muthalaly <[email-masked]<mailto:[email-masked]>>; Sujay Mallesha <[email-masked]<mailto:[email-masked]>>; Ashick Ali <[email-masked]<mailto:[email-masked]>>; Neeraj Bhanwariwal <[email-masked]<mailto:[email-masked]>>; Rasheed Mavumkeel <[email-masked]<mailto:[email-masked]>>
Cc: Sameer Sadiq <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Subject: RE: Steerco data May

Dear @Neeraj Bhanwariwal<mailto:[email-masked]>/@Rasheed Mavumkeel<mailto:[email-masked]>,

Please provide the data for the B&M order count.

From: Ahmed Zoher <[email-masked]<mailto:[email-masked]>>
Sent: 02 June 2022 18:21
To: Alen Muthalaly <[email-masked]<mailto:[email-masked]>>; Sujay Mallesha <[email-masked]<mailto:[email-masked]>>; Ashick Ali <[email-masked]<mailto:[email-masked]>>; Vijay Maharaja <[email-masked]<mailto:[email-masked]>>
Cc: Sameer Sadiq <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Subject: FW: Steerco data May
Importance: High

Hi all,

@Alen Muthalaly<mailto:[email-masked]> Can we get the NPS scoring please for steerco May report?

@Ashick Ali<mailto:[email-masked]> can you help to get the Ecom order count

@Vijay Maharaja<mailto:[email-masked]>  Can you help to get the B&M order count

Thanks,

Ahmed Zoher
Manager - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cf024e871fa824c72ab5e08da44a96095%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637897791518106858%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=6WpIVfX7dcnA3Grk%2FSGTWXzgbzXEFbcuKppgxFrIP70%3D&reserved=0>

From: Maryam Yahya <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 2, 2022 6:08 PM
To: Ahmed Zoher <[email-masked]<mailto:[email-masked]>>
Cc: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Sameer Sadiq <[email-masked]<mailto:[email-masked]>>
Subject: RE: Steerco data May

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Ahmed,

You are most welcome, please find the below.

UAE
No of calls
Percentage
HBU_Del_Ar
6095

HBU_Stores Inf_Ar
1836

HBU_Sales_Ar
196

HBU_Comp_Ar
4630

HBU_Ecom_Ar
2803

HBU_Del_En
7158

HBU_Stores Inf_En
296

HBU_Sales_En
305

HBU_Comp_En
5134

HBU_Ecom_En
2329

Best Regards,

Maryam Yahya
Operations Support Center Associate
T: +962 6 500 1333
F: +962 6 500 1334
M: +962 797275059
E: [email-masked]<mailto:[email-masked]>
www.crystel.co<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.crystel.co%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cf024e871fa824c72ab5e08da44a96095%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637897791518106858%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=6bKqeruYBrvPhXO7EESVx2XlmUKjRKKze6U2718lbJY%3D&reserved=0>
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From: Ahmed Zoher [mailto:[email-masked]]
Sent: Thursday, June 2, 2022 5:03 PM
To: Maryam Yahya
Cc: Murtaza Kutiyanawala; Sameer Sadiq
Subject: RE: Steerco data May

Hi Maryam,

Many thanks, can you also provide the below:

For March April May

UAE
No of calls
Percentage
HBU_Del_Ar

HBU_Stores Inf_Ar

HBU_Sales_Ar

HBU_Comp_Ar

HBU_Ecom_Ar

HBU_Del_En

HBU_Stores Inf_En

HBU_Sales_En

HBU_Comp_En

HBU_Ecom_En

Thanks,

Ahmed Zoher
Manager - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cf024e871fa824c72ab5e08da44a96095%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637897791518106858%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=6WpIVfX7dcnA3Grk%2FSGTWXzgbzXEFbcuKppgxFrIP70%3D&reserved=0>

From: Maryam Yahya <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, June 2, 2022 6:00 PM
To: Ahmed Zoher <[email-masked]<mailto:[email-masked]>>
Cc: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Sameer Sadiq <[email-masked]<mailto:[email-masked]>>
Subject: RE: Steerco data May

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Ahmed,

Please find the below as requested. Please let me know if you need anything else.

UAE
Volume
Interaction to Order Ratio
Call to Order Ratio
Email to Order ratio
Chat to Order ratio
Calls SLA %
Calls
Average response time
Average Handling time
Cost per contact
NPS post checkout
NPS post delivery
Abandon %
Call (sec)
Email
Chat (sec)
Target
-
-
-
-
-
85%
10%
00:30
24h
00:30
04:00

50
50
May'22

85%
3%
00:16

04:36

Avg. L3M

87%
2%
00:15

04:44

YTD May'22

87%
2%
00:14

04:53

UAE
No of calls
Percentage
HBU_Del_Ar
1620

HBU_Stores Inf_Ar
514

HBU_Sales_Ar
60

HBU_Comp_Ar
1212

HBU_Ecom_Ar
772

HBU_Del_En
2033

HBU_Stores Inf_En
81

HBU_Sales_En
92

HBU_Comp_En
1473

HBU_Ecom_En
690

Best Regards,

Maryam Yahya
Operations Support Center Associate
T: +962 6 500 1333
F: +962 6 500 1334
M: +962 797275059
E: [email-masked]<mailto:[email-masked]>
www.crystel.co<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.crystel.co%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cf024e871fa824c72ab5e08da44a96095%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637897791518106858%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=6bKqeruYBrvPhXO7EESVx2XlmUKjRKKze6U2718lbJY%3D&reserved=0>
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[Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:[email-masked]]<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2FCrystel.co&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cf024e871fa824c72ab5e08da44a96095%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637897791518106858%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=g37XXoMj64YML7pFdi6caB%2BfTSrE6s4PJoETNPrSAuU%3D&reserved=0>
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From: Ahmed Zoher [mailto:[email-masked]]
Sent: Thursday, June 2, 2022 11:47 AM
To: Maryam Yahya
Cc: Murtaza Kutiyanawala; Sameer Sadiq
Subject: Steerco data May

Hi Maryam,

Can you please provide the below data?

UAE
Volume
Interaction to Order Ratio
Call to Order Ratio
Email to Order ratio
Chat to Order ratio
Calls SLA %
Calls
Abandon %
Average response time
Average Handling time
Cost per contact
NPS post checkout
NPS post delivery
Call (sec)
Email
Chat (sec)
Target
-
-
-
-
-
85%
10%
0:30
24h
0:30
4:00
50
50
May'22
Avg. L3M
YTD May'22

UAE
No of calls
Percentage

Thanks,

Ahmed Zoher
Manager - Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 5812
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=05%7C01%7CNeeraj.Bhanwariwal%40landmarkgroup.com%7Cf024e871fa824c72ab5e08da44a96095%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637897791518106858%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=6WpIVfX7dcnA3Grk%2FSGTWXzgbzXEFbcuKppgxFrIP70%3D&reserved=0>

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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