Subject: Minutes of Meeting - VGL/LSM - 26/Nov/18
From: Charanjit Singh Sandhu <[email-masked]>
To: saurabh <[email-masked]>
Cc: Viraat <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Mon, 26 Nov 2018 17:53:02 +0530 (IST)

Hello Sir, 

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

Date of Meeting: 26/Nov/2018 
Start Time of Meeting: 05:00 PM 
End Time of Meeting: 05:15 PM 
Moderator: Brian Sexton 
Attendees: 
VGL Attendees: Brian and Nuno 
LSM Attendees: Viraat, Urvika, Charanjit , Ashwinee and Mansi 

Agenda Items: 
• Feedback on comments put by Brian for friday’s performance report. 
• Training/ Retraining of agents 
• Queries 

Discussion items: 

• Brian asked Urvika how is the training going for new joinees. Urvika explained to Brian that training team is doing good and they are doing more pracitice to improve their process knowledge. 
• Brian asked about how it is helping agent who are getting re-training. Brian also asked question how do you know if agent is performing good or bad. Ashwinee mentioned if agents is asking same question again and again or too many questions then we can identify it. Charanjit mentioned to Brian that some of the agents in his team is lacking knowledge of process and we are arranging retraining for them. Charanjit has also provided the name of good performing agents with example like Amitej and Ritesh. Brian asked to provide the list of agents who are best and under performer. Nuno mentioned that we are asking these details to improve agents process understanding which will help them to improve the quality on cases. 

Queries: Ashwinee asked process related question to Brian if we can relist event Rammstein 

Action Items: 
• All TL’s has to provide the list of good and under performers on their team 

Next Meeting: As called by Brian Sexton 

Thanks & Regards, 
Charanjit