Subject: Re: Training Report - India - Start date: 13.05.2019 - Day IV
From: Eliza deSouza <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Cc: kritika <[email-masked]>, Robert Cosgrove <[email-masked]>, Brian Sexton <[email-masked]>, Jana Garbe <[email-masked]>, David Lee <[email-masked]>
Date: Fri, 17 May 2019 08:09:45 +0000

Hi Urvika,

Excellent!

Eliza de Souza

Quality Specialist

________________________________
From: Urvika Chaudhary <[email-masked]>
Sent: 17 May 2019 04:52:57
To: Eliza deSouza
Cc: kritika; Robert Cosgrove; Brian Sexton; Jana Garbe; David Lee
Subject: Re: Training Report - India - Start date: 13.05.2019 - Day IV

Hi Eliza,

Thank you for the above feedback.

We shall definitely work on the above given points and conduct a mock call, so as to make the agents aware about the different scenarios (Fulfilment, shipping and delivery issues, Rag, wrong tickets received etc) and its workflow.

Please let me know if you need further assistance on this.

Urvika Chaudhary
Training Manager
________________________________
Live Salesman
[email-masked]
www.livesalesman.com<https://protect-eu.mimecast.com/s/7JfICNLnlhNpXZOcmQStk?domain=livesalesman.com>

________________________________
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]>
Sent: Thursday, 16 May, 2019 19:39:35
Subject: Training Report - India - Start date: 13.05.2019 - Day IV

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