Subject: RE: Minutes Of Meeting 27/08/2019 16:00 (IST)
From: Brian Sexton <[email-masked]>
To: Rosette Modiri <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Robert Cosgrove <[email-masked]>, Deeksha Dadu <[email-masked]>, Sankarshan Rajan <[email-masked]>, Team Lead <[email-masked]>
Date: Tue, 27 Aug 2019 13:50:34 +0000

Hi all,

Thanks Rosette!

Just to add;

  *   All agents need to read the Changing the Enquiry Source comms from 31/07/2019 again
  *   All agents need to read the CIAN notes wiki page again
  *   TLs need to get feedback from the agents on what they have been marked down on regarding CIAN notes and wrong Enquiry Sources to help identify why these areas lead to so many errors, a report on this feedback needs to be sent to me

Kind regards,
Brian

From: Rosette Modiri <[email-masked]>
Sent: Tuesday 27 August 2019 14:37
To: Brian Sexton <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Robert Cosgrove <[email-masked]>; Deeksha Dadu <[email-masked]>; Sankarshan Rajan <[email-masked]>; Team Lead <[email-masked]>
Subject: Minutes Of Meeting 27/08/2019 16:00 (IST)

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.

Quality 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 agents who are not investigating the cases properly which leads to a wrong reply

- There are agents 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 average 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