Subject: Re: Minutes of meeting 14/11/2018
From: Worchuirin M <[email-masked]>
To: saurabh <[email-masked]>
Cc: viraat <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Wed, 14 Nov 2018 18:48:15 +0530 (IST)

Hi Sir, 

My sincere apologies, Please ignore the previous report. 

Daily Process Meeting: Date and Time 14/11/2018,17:30 IST. 

Minutes of Meeting: 

Attendees from Limerick: Brian,Nuno 
Attendees from India: Urvika,Mike, Kritika,Viney 

Agenda items: 

PRODUCTIVITY : Brian started meeting with yesterday's productivity and ask why some of the agents has a questionable count? 

We informed reason for low count was due to the no cases error. 

CSS (customer satisfaction score) : Brian advised to focus and motivate the team to improve the quality. CSS benchmark score is 30 and each team leads must guide each agents to achieve the target. 

We provided feedback that our agents are not at fault everytime for bad review from customers.E,g Most of the tid's received from Brian for bad CSS score, Agents has actually responded quite well but customers are simply not happy with the policy and price of the tickets. 

Login and CSL Status: Brian asked why some of the agents did not log out from the CSL and login was short for some agents yesterday. 

We informed Ekta was unable to log out yesterday as the phone was just beeping and discrepancies in login hours was because CSL state changed automatically to break most of the time and requested to flag the issue IT and get it fixed. 

Wrong agents in productivity report and score buddy: We informed most of the agents are wrongly assigned to wrong supervisor in productivity report scorebuddy. 

Brian requested to compile all the agents who are under wrong supervisor. 

Score buddy: Brian requested to send name of the agents not able to login to quality scorebuddy. 

Kritika will compile the list and provide them to Brian. 

Quality: Brian advised to focus on the quality as the case queue is quite low at the moment. 

Kind Regards, 
M.Worchuirin 

From: "Worchuirin" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "viraat" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Sent: Wednesday, 14 November, 2018 18:45:38 
Subject: Minutes of meeting 14/11/2018 

Hi Brian, 

Daily Process Meeting: Date and Time 14/11/2018,17:30 IST. 

Minutes of Meeting: 

Attendees from Limerick: Brian,Nuno 
Attendees from India: Urvika,Mike, Kritika,Viney 

Agenda items: 

PRODUCTIVITY : Brian started meeting with yesterday's productivity and ask why some of the agents has a questionable count? 

We informed reason for low count was due to the no cases error. 

CSS (customer satisfaction score) : Brian advised to focus and motivate the team to improve the quality. CSS benchmark score is 30 and each team leads must guide each agents to achieve the target. 

We provided feedback that our agents are not at fault everytime for bad review from customers.E,g Most of the tid's received from Brian for bad CSS score, Agents has actually responded quite well but customers are simply not happy with the policy and price of the tickets. 

Login and CSL Status: Brian asked why some of the agents did not log out from the CSL and login was short for some agents yesterday. 

We informed Ekta was unable to log out yesterday as the phone was just beeping and discrepancies in login hours was because CSL state changed automatically to break most of the time and requested to flag the issue IT and get it fixed. 

Wrong agents in productivity report and score buddy: We informed most of the agents are wrongly assigned to wrong supervisor in productivity report scorebuddy. 

Brian requested to compile all the agents who are under wrong supervisor. 

Score buddy: Brian requested to send name of the agents not able to login to quality scorebuddy. 

Kritika will compile the list and provide them to Brian. 

Quality: Brian advised to focus on the quality as the case queue is quite low at the moment. 

Thanks & Regards, 

M.Worchuirin