Subject: CSS Score Investigation - Team India
From: Brian Sexton <[email-masked]>
To: Worchuirin M <[email-masked]>, Sagar Seth <[email-masked]>, Kritika Mirchandani <[email-masked]>, "[email-masked]" <[email-masked]>, Anurag Pradhan <[email-masked]>, Ashwinee Latchayya <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Virat Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>, Mansi Chhabra <[email-masked]>, Maiwenn Gouthe <[email-masked]>, Francesca Martini <[email-masked]>, Nuno Correia <[email-masked]>
Date: Wed, 7 Nov 2018 13:35:07 +0000

Hi everyone,

CSS is the Customer Satisfaction Score, after we send an email the customer can rate if they had a positive or negative customer service experience.

Our goal is always to improve this score and to do this we need to analyse why customers are leaving negative scores.

I have gotten the TIDs for fifteen negative scores for each team (night shift had less scores) from 06/11/2018, you must check every case and explain:

  *   Why the customer left a negative review
  *   Did the agent follow the correct process (could this negative review have been avoided?)
  *   Was the negative review due to the agent or the customer and their situation/frustration
  *   Has the query been resolved/passed on to the relevant department

Please provide feedback on all of these TIDs by EOD tomorrow, send your feedback to me by email;

Subject Line: CSS Score Investigation - Team Jaipur - 06/11/2018

Body of the email:
TID 18289362 - Feedback
TID 17856641 - Feedback
Etc.

Team Jaipur - Mike

Team Mumbai - Sagar

Team Agra - Kritika

Team Goa - Charanjit

Team Delhi - Anurag

Team Kolkata - Ashwinee

Team Shimla - Viney

18040054 - Tasuku

18282845 - Kritvamagh

18341387 - Gillbrinne

17259045 - Ritesh

18493391 - Sarav

17458738 - Nathan

17705844 - Nitish

18508070 - Tanu

18711973 - Ginette

17692606 - Vikram

17044348 - Sarthank

18817559 - Jitendra

18535692 - Ashish S

18498121 - Monish

17892139 - Natalia

17489128 - Himadri

18767727 - Nilanjan

18163996 - Anshul

18272743 - Ashwin

18303306 - Akansha

18694107 - Garima

18843126 - Sankarshan

17796887 - Himadri

18583828 - Sagorika

18563762 - Amit Thak

18594230 - Vipin

18754542 - Harpriya

18075613 - Vishal

18669922 - Marta

18266003 - Daniels K.

18800811 - Govind

18641887 - Nilarka

15272308 - Ashwin

18835137 - Becho

17722530 - Pallavi

17596705 - Arnold

18605736 - Joel

18811223 - Daniel Nd

17894679 - Ritesh

18852220 - Ashwin

18788114 - Becho

13504045 - Garima

18803560 - Tasuku

18781554 - Valentina

18800361 - Sagorika

18110635 - Sarthank

18822914 - Vipin

18443192 - Shilpa

18665750 - Garima

18832904 - Tanu

18835885 - Felipe

18840581 - Gillbrinne

18709669 - Nilarka

18716429 - Becho

18645308 - Rajat

16691487 - Kunal

18779074 - Valentina

18519231 - Parvez

18800038 - Amit Thak

18613311 - Ashish S

16959438 - Vishal

18838689 - Sankarshan

18782340 - Kritvamagh

14166981 - Aditi

17939511 - Fahmina

18841756 - Akansha

18145656 - Nitish

18838177 - Kunal

18839873 - Joel

18631699 - Govind

17850843 - Ashish K

18194427 - Akansha

18840563 - Om

18844014 - Poonam

18438068 - Fatoumata

18839168 - Parvez

18839022 - Ashish K

18846127 - Akansha

18468712 - Yash

17791846 - Jenny

18848475 - Fatoumata

18843276 - Daniel Nd

18594230 - Nilarka

18845788 - Shilpa

18764212 - Vishal

18824959 - Caleb

18848743 - Valentina

18368665 - Aditi

18727618 - Rohini

18766231 - Shilpa

18844021 - Rajat

18795582 - Vipin

18848176 - Lucas

18843276 - David Mb

18680546 - Nilarka

18850452 - Tavish

17959061 - Panini

If the negative review was the agent's fault for not following the correct process or not providing good customer service you must review the case with them. You must mention that you have reviewed the case with them when you are sending this back to me tomorrow. If an agent has not acted correctly on the case and the query is still outstanding you must help the agent fix the case.

Kind regards,
Brian Sexton
Outsourcing - Leadership Program
[1506961944990_PastedImage]