Subject: Fwd: General notes upon chat Audting
From: Urvika Chaudhary <[email-masked]>
To: deeksha <[email-masked]>
Cc: Rosette Modiri <[email-masked]>
Date: Wed, 1 Jul 2020 21:27:26 -0700 (MST)

Hi 

Please find below the feedback for Dipayan and Ahmad. 

Urvika Chaudhary 
Training Manager 

Cherry E-Commerce Services Pvt. Ltd. 
[email-masked] 
[ http://www.livesalesman.com/ | www.livesalesman.com ] 

From: "Sara Abdullatef" <[email-masked]> 
To: "Asad" <[email-masked]> 
Cc: "rodina" <[email-masked]>, "Ekta Jesswani" <[email-masked]>, "Amir Julkarnain" <[email-masked]>, "Urvika Chaudhary" <[email-masked]>, "Rosette Modiri" <[email-masked]> 
Sent: Wednesday, July 1, 2020 11:52:23 PM 
Subject: Re: General notes upon chat Audting 

Sure Mr.Asad 

Kindly Rosette and Urvika I am very flexible if you want to conduct a meeting to discuss the quality attributes and how we can improve the performance; will be more than glad to help 

Kind Regards, 

Sara Abdullatef 

Quality Assurance Specialist 

P + 0201126273810 

Whatsapp + 0201126273810 

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

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On Wed, Jul 1, 2020 at 1:21 PM Asad . < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Adding Urvika and Rosette to review below and address immediately. Examples mentioned below for Dipayan are extremely concerning. I need to know can he improve? If not then we have to take him off chat until he is ready again. While we train him again on soft skills, we wont be paying for his working days. 

Thank you Sara, this is very helpful. 

Kind Regards, 

Asad Pirzada 
Chief Operations Officer 

M +971 504 09 5386 
E [ mailto:[email-masked] | [email-masked] ] 

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE 

[ https://www.instagram.com/mumzworldcom/ ] [ https://www.facebook.com/mumzworld ] [ https://www.youtube.com/user/MumZworld ] [ https://www.snapchat.com/add/mumzworld.com ] [ https://twitter.com/mumzworld ] 

[ https://www.mumzworld.com/en/ ] 

[ https://www.mumzworld.com/en/media-and-press ] 

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From: Sara Abdullatef < [ mailto:[email-masked] | [email-masked] ] > 
Date: Wednesday, 1 July 2020 at 3:48 PM 
To: Asad < [ mailto:[email-masked] | [email-masked] ] >, Rodina Magdy < [ mailto:[email-masked] | [email-masked] ] >, Ekta Jesswani < [ mailto:[email-masked] | [email-masked] ] >, Amir Julkarnain < [ mailto:[email-masked] | [email-masked] ] > 
Subject: General notes upon chat Audting 

Dear All, 

Upon Auditing Live chat quality kindly check the below: 

1. as we don't have the tool to filter the coming chats English or Arabic; All chat agents must be good/v.good in both languages we cant depend on system translated forums or google translate 

2. Agents must never leave a chat within the same min of cst reply at least 1 min and ask CST '' do you need any further help '' no reply agent can leave .. perfect ex #1162876 agent waited 2 mins and left 

3. proper into & proper closing .. agent should introduce him/her self to cst .. then agent ask CST about their name .. we can't keep saying ''dear'' all the chat not professional and very Provocative to cst ex #1162818 

4. full understanding of cst issue; it; Ex #1153783 delayed shipment agent Ahmed asked CST if you want to reship or refund when the agent should have checked the reason for the delay and how cst can track the shipment 

5. Agent must own and address all CST question and don't just handle angry cst; frustrated customers want a resolution if we don't have any we ask a leader and we educate CST, not just soft skills handling Ex #1162952 

5. we should never confirm delivery dates for any order if any delay happened for any reason we will be false promising cst ex 1159317 

6. Agent Ahmed Agent Dipayan need urgent soft/communication skills training 

#1162935 perfect example on proper intro/ ending/ knowledge CST handling 

Fatal on agent Dipayan 

#1162970 cst was asking about a returned Item and already provided order# agent asked for it again and then asked cst to bare with him/her and just left the session 

#1162044 agent Dipayan asked cst how may I help and left chat session in the same min 

I have seen many chats agent Dipayan just reply with ''translate'' in Arabic beside his/her question not sure what is the language agent is assigned for but this is a robotic reply; cst is expecting live agent; very confusing and misleading 

Kind Regards 

-- 

	

	

Sara Abdullatef 

Quality Assurance Specialist 

P + 0201126273810 

Whatsapp + 0201126273810 

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

Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail