Subject: Minutes of Meeting - VGL/LSM - 16/Nov/18
From: Charanjit Singh Sandhu <[email-masked]>
To: saurabh <[email-masked]>
Cc: Viraat <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Fri, 16 Nov 2018 17:47:23 +0530 (IST)

Hello Sir, 

The MoM of today's meeting of VGL/LSM Daily Catch Up is as follows: 

Date of Meeting: 16/Nov/2018 

Start Time of Meeting: 05:00 PM 

End Time of Meeting: 05:16 PM 

Chairperson: Brian Sexton 

Attendees: 

VGL Attendees: Brian, Nuno, Maiween 

LSM Attendees: Urvika, Charanjit, Ashwinee and Sagar 

Agenda Items: 

    * 

Team Performance report 
    * 

HR & MET recat status 
    * 

CSS scores 
    * 

Queries 

Discussion items: 

    * 

Low email counts - LSM TL’s provided the feedback to Brian regarding low email counts and agents which were on half day yesterday (15 th Nov 2018). Yesterday’s total email count of Team India was 2791. 
    * 

Brian has added one more tab “Productivity by language” in performance report which will explain the productivity by language wise. 
    * 

HR & MET recat status: Charanjit explained to Brian that all the listings on HR and MET recat cases are clear off for today. Brian appreciated the good work done by HR team. 
    * 

Discussed the CSS score of yesterday’ s for every team. Brian mentioned that generally Delhi team has good CSS score and it may be as they have more calling agents. 
    * 

Brian was happy with feedback of yesterday’s phone call audit done by Urvika and Charanjit. 
    * 

Brian has audited one phone call on indian agent where agent was hesitant to answer customer’s query “ Where have you been located ” and suggested if customers are asking “Where have you been located” on call then agents has to tell customers “Viagogo is global company and its head office is located in switzerland”. There is no need to answer where agents office is located. 

Action Items: 

    * 

Brian has suggested to Urvika to have training with all calling agents to improve the quality of call. 
    * 

Urivka has to provide the email addresses of new hires to Brian. 

Queries: Ashwani has asked two process related questions to Brian which were on topic of Spice girls listings and payment details for buyer cum seller. 

Next Meeting: As called by Brian Sexton 

Thanks & Regards, 
Charanjit