Subject: Minutes Of Meeting 27/08/2019 16:00 (IST)
From: Rosette Modiri <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: saurabh <[email-masked]>, Robert Cosgrove <[email-masked]>, Deeksha Dadu <[email-masked]>, Sankarshan Rajan <[email-masked]>, Team Lead <[email-masked]>
Date: Tue, 27 Aug 2019 06:37:01 -0700 (MST)

Hello Everyone, 

Please find below the minutes of today's meeting. 

Present from Limerick : Brian 

Present from India : Sankarshan, Rosette, Parvez and Mansi 

Brian started the meeting in regards to August average Emails per shift. 

- 07:30 - 16:30 shift ( Mansi and Kritika ) : 

Brian talked about low productivity of many agents in which Mansi explained that they are getting no cases error just 5 min after the starting of the shift . 

- 11:00 – 20:00 shift ( Parvez) : 

Brian talked about the productivity of 26/08/2019 which was good for the entire shift , Carolina (PT) was the highest and Ginette (FR) was the lowest. 

- 13:30 – 22:30 shift (Rosette) : 

Brian talked about the productivity of 26/08/2019, he questioned about the low productivity of FR agent Arnold who just completed 8 emails on 26/08/2019 . I have explained Brian here about the no cases error which agents are receiving frequently and promised that I’ll speak to the agent in order to improve the email count on daily basis. 

Q uality Feedback : 

We discussed about few points in which quality team have reported : 

- Update Enquiry Source : There are agents who are not updating the correct subject lines when working on cases 

- Unclear or incomplete CIAN notes : Agents are not leaving a proper note on the case 

- Wrong reply / Incorrect Answer : There are a gents who are not investigating the cases properly which lead s to a wrong reply 

- There are a gents who are not making outbound calls when necessary 

- Guarantee claims for wrong tickets and RAG process 

Follow ups: 

- Call counts : Brian informed that TLs need to check the count of calls agents are receiving on daily basis. 

- Sankarshan needs to create a new sheet with the breakdown of a verage emails per shift and language 

- Brian advised to push the productivity : TLs need to make sure that agents do a maximum number of cases per day. 

Kind Regards, 

Rosette