Subject: Re: Steer co Data
From: Ashish Dabral <[email-masked]>
To: murtaza kutiyanawala <[email-masked]>
Date: Fri, 12 Aug 2022 04:33:30 -0700 (MST)

Hi Murtaza, 

Here is the report for July-2022. 

Regards, 
Ashish Dabral 

From: "murtaza kutiyanawala" <[email-masked]> 
To: "Ashish Dabral" <[email-masked]> 
Sent: Friday, August 12, 2022 12:33:33 PM 
Subject: Steer co Data 

Hi Ashish, 

Required data for Steer Co… 

	

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 

Jul’22 	

	

	

91% 	

2% 	

00:12 	

	

05:25 	

	

	

Avg. L3M 	

	

	

87% 	

2% 	

00:15 	

	

04:58 	

	

	

YTD Jul’22 	

	

	

90% 	

2% 	

00:14 	

	

04:57 	

	

	

UAE 	

No of calls 	

Percentage 

HBU_Del_Ar 	

5459 	

	

HBU_Stores Inf_Ar 	

1643 	

	

HBU_Sales_Ar 	

181 	

	

HBU_Comp_Ar 	

4173 	

	

HBU_Ecom_Ar 	

2483 	

	

HBU_Del_En 	

6512 	

	

HBU_Stores Inf_En 	

258 	

	

HBU_Sales_En 	

278 	

	

HBU_Comp_En 	

4892 	

	

HBU_Ecom_En 	

2148 	

	

UAE 	

NPS post checkout 	

NPS post delivery 

Target 	

50 	

50 

July’22 	

58.7 	

24 

Avg. L3M – April - June 	

58.7 	

18.8 

FY 21/22 	

55.7 	

20.2 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 2414 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

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