Subject: Minutes of Daily Meeting (09th October 2019)
From: Parvez Alam <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: saurabh <[email-masked]>, Deeksha Dadu <[email-masked]>, Sankarshan Rajan <[email-masked]>, Team Lead <[email-masked]>
Date: Wed, 9 Oct 2019 06:33:05 -0700 (MST)

Hi All, 

Here is a brief summary of the call we had today with Brian at 16:00 (IST). 

Attendees from Limerick: Brian 
Attendees from India : Parvez, Rajat, Sankarshan and Saurabh Sir 

Agenda items: Quality Report 

Brian started the meeting with the auto-fail errors that are increasing these days. 

* Answering an email where a customer has sent one email with multiple questions and each question is addressed with separate emails : Shiv dutt has made this error 8 times and Eduardo did this 3 times. Saurabh Sir asked for some examples for these errors, Sankarshan pulled up case of Butila Yannick where he sent the same email twice. 

* Sending one of our investigation blurbs to the customer then wrapping up the case : Shubham Saxena has made this error 3 times in last 8 days. 

* Communication with a customer via call or email in an unprofessional manner: We reviewed cases of Eduardo and Josue for which we have to request call recordings to review. 

* Sending a customer a response in the incorrect language, or sending a response to the customer which is totally unrelated to the query: We reviewed cases of Jacques, Daniel Ndala, Dao Mohammed and Gagan Gupta. They made the mistakes which are relevant with this reason code. 

* Sending one of our investigation blurbs to the customer then wrapping up the case: We reviewed cases of Ashwani Panicker where he sent the working blurb and wrapped up the case stating that the case has been flagged to EDM. 

We have to review some cases where agents are getting marked down with the error "Agent used poor grammar and/or spelling". If we reduce this error, we will get back to 17% from 19% 

We have to overcome the auto-fail error asap as this is the biggest error and it affects the quality score drastically. 

Action needed: 

The first thing a team lead has to do is to review the auto-fail errors everyday and they have to take a one on one session with the agents. After reviewing the auto-fail errors, they have to go through the red flags and take a one on one session again with the agents. 

Saurabh Sir advised that the Team leads have to take a huddle regarding the top 5 errors twice a day. We have to achieve a target of less than 5% this month any which way. 

Sankarshan has also mentioned about the Performance Improvement Plan (PIP) which he will discuss with Saurabh Sir so that it can come into action. 

Kind Regards 
Parvez Khan