Subject: Fw: viagogo - Team India - FCR, CSS Report - 19/08/2018-19/11/2018
From: Virat Joshi <[email-masked]>
To: Kritika Mirchandani <[email-masked]>, Ashwinee Latchayya <[email-masked]>, Viney Stan <[email-masked]>, Charanjit Singh <[email-masked]>, "[email-masked]" <[email-masked]>, Worchuirin <[email-masked]>, Rosette Modiri <[email-masked]>, Anurag Pradhan <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Date: Thu, 22 Nov 2018 07:02:12 +0000

Hi Team,

Please find attached here with FCR and CSS score from past 90 days, Please review this file and speak with the agent who are under performing. Also if you think the agent needs training please send an email to Urvika requesting the same.

An agent whose FCR score is below 40% with a CSS below 15% is what we would consider to be unacceptable.

I also want you all to compile a report of all agents under the expected percentage and send me to why you think the score are below average - Please send these emails to me and CC urvika in them.

Thanks

________________________________
From: Brian Sexton <[email-masked]>
Sent: 21 November 2018 19:23
To: Saurabh Dadu; Virat Joshi
Subject: viagogo - Team India - FCR, CSS Report - 19/08/2018-19/11/2018

Hi Saurabh, Viraat,

Please see attached a report I’ve done with data from the past 90 days.

The timeframe is long enough to eliminate bad luck from bad scores.

Using the filters we can identify the strongest and weakest agents based on First Contact Resolution and Customer Satisfaction Scores, these statistics are data driven quality scores for the agents.

You can also see how the quality compares between languages.

An agent whose FCR score is below 40% with a CSS below 15% is what we would consider to be unacceptable, we can discuss what actions need to be taken with those agents.

Kind regards,

Brian Sexton

Team Leader India

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