Subject: Minutes of Meeting 12/09/2019
From: Parvez Alam <[email-masked]>
To: saurabh <[email-masked]>
Cc: Brian Sexton <[email-masked]>, stephen blake <[email-masked]>, Robert cosgrove <[email-masked]>, Team Lead <[email-masked]>
Date: Thu, 12 Sep 2019 07:38:00 -0700 (MST)

Hi Sir, 

Process Meeting: Date and Time 12.09.2019,18:40 (IST). 

Minutes of Meeting: 

Attendees from Limerick: Brian and Stephen Blake 
Attendees from India: Mansi, Parvez and Sankarshan 

Agenda items: Quality Report 

Brian started the meeting explaining the report how it needs to be analysed. If an agent is receiving multiple errors on single contact, it will not affect the number of contacts with error but it will affect the error percentage. AutoFail are the worst type of errors as it affects the customer and business as well. 

Further, he mentioned the name of the agents who has high number of error rate- Siddharth Taneja (DE) has 16 contacts with error in 22 audited cases, Jacques Lundja (FR) is not improving and is worst in quality. David Mboyo (FR) has also high error percentage, we have to keep an eye on him too. Fatoumata Altmueller (DE) is good in productivity but also has a high number of red flags ( 46 ). 

Action needed: 

We have 53.88% of contact error for not recategorizing the case to an appropriate enquiry source and where the agent did not call although banner was in place to make a call. If we overcome these two error types, we will have really good quality score. It is very easy to fix these errors, we have to be strict with the quality and should take more huddles on this. 

Stephen pointed that if we start calling on the call banners, we will cut off that 20% error type and it will improve our quality score. Brian will start sending the quality report for each day, it will be very useful for us to analyse and work on the agents having bad score. 

Team leads will have the access to the TID's so that they can instantly check and can give feedback to the agents. As we received quality report for yesterday too, there are 31 agents who didn't receive any red flag which is good. 

Others : 

Sankarshan mentioned that there are some names of the agents in yesterday's report who are on leaves or are longer with us. Brian clarified the audits are for cases which have been worked upon earlier. 

Kind Regards 
Parvez Khan