Subject: Training Report - India - Start date: 13.05.2019 - Day IV
From: Eliza deSouza <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: Robert Cosgrove <[email-masked]>, Brian Sexton <[email-masked]>, Jana Garbe <[email-masked]>, David Lee <[email-masked]>
Date: Thu, 16 May 2019 14:09:35 +0000

Hi all,

Please see below the EOD report for the new hires.

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Question
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
Rejected at gate
Payment
Alternative delivery plans
BR and US cancellation
Training_India
Kamal.Kant
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_India
Kavleen.Kaur
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
90.91%
93.33%
90.91%
Training_India
Naveen.Kumar
90.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_India
Nidhi.Chauhan
100.00%
100.00%
100.00%

Training_India
Sanjay.Shrivastava
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Training_India
Varun.Anand
90.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
90.91%
100.00%
90.91%

Training Group
Username
Account Recovery
CIAN I
CIAN II
CIAN III
Training_India
Kamal.Kant
Passed
Passed
Passed
Passed
Training_India
Kavleen.Kaur
Passed
Passed
Passed
Passed
Training_India
Naveen.Kumar
Passed
Passed
Passed
Passed
Training_India
Nidhi.Chauhan

Training_India
Sanjay.Shrivastava
Passed
Passed
Passed
Passed
Training_India
Varun.Anand
Passed
Passed
Passed
Passed

Good to see that the whole group is on the same page and passing all quizzes and assignments - great!

As tomorrow we have the phone call exercise, I would suggest a few extra role playing exercises prior or after the assignment submission, focusing on:

  *   Identification of the query
  *   What should be investigated to help determine the solution
  *   What actions to take
  *   What would they do if the customer does not like the solution provided or does not understand the explanation.

Kind regards,

Eliza