Subject: Re: LSM Team Emails
From: Saurabh Dadu <[email-masked]>
To: Rosette Modiri <[email-masked]>, Deeksha Dadu <[email-masked]>, Mona Ataya <[email-masked]>, Asad <[email-masked]>, Gerard Saatdjian <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>, Rosette Modiri <[email-masked]>
Date: Wed, 8 Jul 2020 10:39:03 +0000

Hi Mona,

I am Saurabh, and I am CEO of LiveSalesman. I'm sorry, I've been out of action for a bit. Now I'm back home, and able to work from a computer (limited).

I've spent time going over some of your emails that my colleagues Rosette and Urvika have forwarded me, and I have to admit that we have to work harder to reach the standard of support the customers expect.

Some of the emails from you were not even in Deeksha's attention, so please make sure you copy both me and Deeksha in all your emails.

Moving forward, please keep Deeksha as your primary point of contact for all communication, and CC me, along with Urvika and Rosette.

I will be working with the team closely to address the issues related to quality and productivity.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Rosette Modiri <[email-masked]>
Sent: 08 July 2020 2:51 PM
To: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Fwd: LSM Team Emails

Hi Ma'am,

PFB the feeback shared by Mona on 07th July.

Regards,
Rosette
________________________________
From: "Rosette Modiri" <[email-masked]>
To: "Mona Ataya" <[email-masked]>
Cc: "Gerard Saatdjian" <[email-masked]>, "Asad" <[email-masked]>, "Rodina Magdy" <[email-masked]>, "Urvika Chaudhary" <[email-masked]>
Sent: Tuesday, 7 July, 2020 16:29:26
Subject: Re: LSM Team Emails

Adding [email-masked]

Hi Mona,

Thank you for sharing the feedback.

The agents have received stern feedback for the performance and have been personally coached by sara.

Regarding the Agents on email- Please note that 2 of the agents still do not have access to the Netsuite tool and the shared target for agent without netsuite was 40- 45 cases per day as discussed with Ekta, Aamir and Rodina

Also, the agents on email are English language agents and not bilingual. however, most of the emails that are available on Zendesk are in Arabic language.

We are indeed pushing the agents to maintain a balance between their productivity and quality of emails being served to the customers.

Regarding Chat agents- Khalid does not belong to our team. However, Ahmad has been coached twice on soft skills and customer handling and we are now closely monitoring him on chats.

We are also working on training candidates who will replace the agents in case they fail to meet the set standards.

Thank you.

Best Regards,
Rosette
________________________________
From: "Mona Ataya" <[email-masked]>
To: "Gerard Saatdjian" <[email-masked]>, [email-masked], "Rosette Modiri" <[email-masked]>
Cc: "Asad" <[email-masked]>, "Rodina Magdy" <[email-masked]>
Sent: Tuesday, 7 July, 2020 14:38:59
Subject: RE: LSM Team Emails

Dear Urvika and Rosette

I hope you are well. Today I received the performance of the agents and unfortunately I was very surprised to see that the performance is still siginificantly below our basic SLA’s  Why?

If agents are not performing they need to be removed and replaced or retrained.  It has been consistent that all agents with the exception of Mohammad Obeido and dipayan are performing below basic slas’.

BASIC REQUIRED SLA’s

Chats – minimum 90 -100 chats per day at a min 85% satisfaction rating

Emails – minimum 80-100 emails per day

Anything below the above basic SLA’s cannot be accepted.

Please let us know why these agents have been allowed to continue with such low ratings and why the trainer is not jumping in to fix.

Khalid needs to be removed IMMEDIATELY from chat and retrained as not only is he abandoning many chats but worse he has the highest dissatisfaction rating since the history of mumzworld. Ahmed Daher also needs retraining and close monitoring to improve ratings. All email agents not performing

Asad – KHALID AND AHMED replaced today with mumzworld staff and trained immediately again  and given one final chance. Has anyone looked at their chat transcripts?? Why is there no intervention here?

Also all email agents work has to be checked today and ensufe that they are PROPERLY solving customer problems. Min emails have to be answered daily to quality a full day work

From: Gerard Saatdjian <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, July 7, 2020 12:30 PM
To: Mona Ataya <[email-masked]<mailto:[email-masked]>>
Cc: Asad <[email-masked]<mailto:[email-masked]>>; Rodina Magdy <[email-masked]<mailto:[email-masked]>>
Subject: RE: LSM Team Emails

Dear Mona,

Adding to the below,

[email-masked]<mailto:[email-masked]> is their team/account manager

[email-masked]<mailto:[email-masked]> is the trainer.

Regards,

Gerard Saatdjian
Head of HR

P +971 4 245 1334    E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE

[instagram]<https://www.instagram.com/mumzworldcom/> [facebook] <https://www.facebook.com/mumzworld>  [youtube] <https://www.youtube.com/user/MumZworld>  [snapchat] <https://www.snapchat.com/add/mumzworld.com>  [twitter] <https://twitter.com/mumzworld>

[mumzworld logo]<https://www.mumzworld.com/en/>

[mumzworld awards]<https://www.mumzworld.com/en/media-and-press>

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From: Rodina Magdy <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, July 7, 2020 12:25 PM
To: Mona Ataya <[email-masked]<mailto:[email-masked]>>
Cc: Gerard Saatdjian <[email-masked]<mailto:[email-masked]>>; Asad <[email-masked]<mailto:[email-masked]>>
Subject: LSM Team Emails

Hi Mona,

Good afternoon.

Kindly check the below email IDs for the LSM team.

Name

Email ID

Channel

Ashutosh Yadav

[email-masked]<mailto:[email-masked]>

Emails

Atul Mishra

[email-masked]<mailto:[email-masked]>

Emails

Ankit Malhotra

[email-masked]<mailto:[email-masked]>

Emails

Tijo Thomas

[email-masked]<mailto:[email-masked]>

Emails

Mohamed Obiedo

[email-masked]<mailto:[email-masked]>

Chats

Dipayan Banerjee

[email-masked]<mailto:[email-masked]>

Chats

Ahmed Daher

[email-masked]<mailto:[email-masked]>

Chats

--

Best Regards,

Rodina Salem

CS Leader

P +20 100 888 3893   E [email-masked]<mailto:[email-masked]>

A Cairo, Egypt