Subject: Re: 5th EOD chat report
From: "Asad ." <[email-masked]>
To: Sara Abdullatef <[email-masked]>, Amir Julkarnain <[email-masked]>, Ekta Jesswani <[email-masked]>, Rodina Magdy <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Tue, 7 Jul 2020 05:17:56 +0000

Hi Urvika, Please confirm that these comments and observations are passed on to the agents. Please plan improvements and share how they will perform better. What is required from our side?

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

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From: Sara Abdullatef <[email-masked]>
Date: Monday, 6 July 2020 at 12:07 AM
To: Asad <[email-masked]>, Amir Julkarnain <[email-masked]>, Ekta Jesswani <[email-masked]>, Rodina Magdy <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Subject: 5th EOD chat report

Dear All,
Kindly note that Agents Alvin, Amani, Mohammed and Khaled are good in QA I monitored all for the past week
Also please note that I had one to one coaching session with agent Ahmed and Dipayan with miss Rosette both improved on communication skills level we worked today on the knowledge and cst education level
dipayan didn't know how far he can get to update cst and Ahmed main issue was taking every cst complain personally and it is very overwhelming to him; I talked him through it and will observe both agents for the next upcoming days

a common confusion with all chat agents
1. they need to address cst issue; when cst asks about a status they need to provide one
2. When there is a delay; reason must be educated to cst

Agent Dipayan
1st of July till the 5th of July
chats handled = 397
good rated = 46
bad rated 22
upon Auditing the bad ones kindly note the below :

1. he is getting a lot of bad rating '' 9 chats '' due to poor Arabic translating which i can't blame agent on it; we need to have a chat transfer option so Arabic cst can be transferred to Arabic Agent
the agent needs to be couched on how to fully understand cst issue and stop apologizing; if he needs help he should ask the leaders
2. agent has been coached to me more informative and doesn't apologize too mush; educated him that he needs to be in control of the chat not cst
1170109  agent Dipayan
cst has delayed shipment he just kept apologizing
he needed to clarify to cst what is the reason for the delay; again we cant depend on handling the cst all the time;he needs to be more informative cst needs to know why the shipment is delayed and if cst asked where is my shipment we need to give cst a status
1168786 agent Dipayan
agent didn’t check for info before updating cst false promise of expediting when order is in process of cancellation

#1171887  agent Dipayan
 just to be fair I believe he was overwhelmed or not concentrating yet this is not an excuse to shout at cst especially when its his mistake; he confused this cst with another one
the agent didn't get cst request and confirmed wrong order and didn't address cst issue at all cst ended up asking for a manager
he is not a bad agent for example, this one 1168615  is a very good one on him but cst didnt rate him

  Agent Ahmed
1st of July till the 5th of July
chats handled = 282
good rated = 36
bad rated 16
want to praise Ahmed he has a noticeable improvement for communication skills; however, he needs to be more informative; the same issue with Dipayan he didn't know how far he can update cst so he just apologized and handled cst ; 5 chats CST was asking about order status agent just apologized and handled CST; he needed to clarify to CST what is the reason for the delay; again we cant depend on handling the cst all the time

QA on mails will be sent shortly

Thank you

Sara Abdullatef

Quality Assurance Specialist

 P +0201126273810

 Whatsapp +0201126273810

 E [email-masked]

<mailto:[email-masked]>

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