Subject: Re: Auto Fails - Audits conducted from Sep 30 - Oct 6
From: Worchuirin M <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Team Lead <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Sun, 6 Oct 2019 16:58:54 -0700 (MST)

Hi Brian, 

I have provided feedback to Becho Jaures and Matondo Blessing. 

UserName 	WorkItemID 	Error Type 	%AutoFail 	Feedback 
BECHO.JAURES 	17518830 	Sending a customer a response in the incorrect language, or sending a response to the customer which is totally unrelated to the query 	100.00% 	Agent has been coached to be more attentive on the case and to comprehend the query completely before sending any response. Moreover i have reminded the agent to make phone calls in every 2nd contact or if the customer is unable to understand through emails. 
MATONDO.BLESSING 	17513994 	Sending a customer a response in the incorrect language, or sending a response to the customer which is totally unrelated to the query 	100.00% 	I have advised the agent to pay close attention and to be more careful while dealing case. Agent has been informed to take assistance from available TL even for slightest doubt and ensure that correct blurbs are used. Asked agent to first re categorise to the correct subject line and preview the blurb before replying henceforth. 

Kind Regards, 
M.Worchuirin 

From: "Brian Sexton" <[email-masked]> 
To: "Team Lead" <[email-masked]> 
Cc: "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Sunday, 6 October, 2019 22:50:00 
Subject: Auto Fails - Audits conducted from Sep 30 - Oct 6 

Hi all, 

Please see attached all of the auto-fail errors from the past week of audits. 

These are the worst errors and agent can make and they must all be taken seriously and coached. These errors bring down our team’s Avg. Quality Score more than any others. 

Please reply back when you have coached your agents in the attached file with a description of what you have coached. 

Kind regards, 

Brian Sexton 

Team Leader India