Subject: Minutes of Meeting - VGL/LSM - 10/Dec/18
From: Charanjit Singh Sandhu <[email-masked]>
To: saurabh <[email-masked]>
Cc: Viraat <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Mon, 10 Dec 2018 05:32:36 -0700 (MST)

Hello Sir, 

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

Minutes of Meeting - VGL/LSM Daily Catch Up 

Date of Meeting: 10/Dec/2018 

Start Time of Meeting: 05: 10 PM 

End Time of Meeting: 05:35 PM 

Moderator: Brian Sexton 

Attendees: 

VGL Attendees: Brian 

LSM Attendees: Viraat, Charanjit, Ashwinee and Mansi 

Agenda Items: 

    * 

F eedback on performance report of dated 0 7 th , 08 th and 09 th December 
    * 

C SS scores 
    * 

HR & MET Recat 
    * 

Queries 

Discussion items: 

    * 

Brian discussed about performance report of dated 07 th , 08 th and 09 th December and there were no issues raised regarding the performance of agents for these three days. Brian was happy with the performance of agents specifically of Jenny, Fatou, Himadri and Valleria. 
    * 

Brian mentioned that CSS score of last 5 days of all the teams has increased, which is a good sign that agents are working on to improve their CSS score. 
    * 

Brian asked about the status of HR for today. Charanjit provided HR and MET recat status to Brian. Charanjit said that there were 8 HR pages to work on today and all the pages are cleared. Charanjit also mentioned that MET recat queue is also low and Ashish kumar and Jenny worked on english and spanish MET recat respectively. 
    * 

Charanjit asked Brian to do follow up to get access for three new HR agents Ashish Kumar, Anshul Kishor and Pallavi Kumari. 
    * 

Brian asked how is the retraining going on. Ashwinee and Charanjit mentioned that they have sent their agent Gunjan and Amit Thakur to attend for retraining. Charanjit mentioned that re-training will help them to refresh and gain their process knowledge. 
    * 

Brian provided update that after three email contacts from customer an agent should call the customer to answer and resolve their query. This will help them to increase their CSS score. 

Action Items: 

    * 

Brian has to check with gatekeeper to grant HR access of agents Ashish Kumar, Anshul Kishor and Pallavi Kumari. 

Next Meeting: As called by Brian Sexton 

Thanks & Regards, 
Charanjit