Subject: FW: Call Audit: Latika Rastogi
From: Virat Joshi <[email-masked]>
To: Ashwinee Latchayya <[email-masked]>
Cc: Ashwinee Latchayya <[email-masked]>, Kritika Mirchandani <[email-masked]>
Date: Fri, 7 Jun 2019 08:07:56 +0000

Hi Asfaque,

Please issue a warning letter to Latika Rastogi as discussed , She is making too many process related mistakes on the account and it is just not acceptable.  If she does not improve her process related knowledge she would be let go from the company.

@Ashwinee Latchayya<mailto:[email-masked]> :  Please provide feedback to her on the below mentioned situation on how is to handle a case and give me a consolidated report in next few days on her performance.  She is to be removed from lines and only to be put on emails effective immediately.

Kind regards,
Viraat

________________________________
From: Kritika Mirchandani <[email-masked]>
Sent: 07 June 2019 12:44
To: Virat Joshi
Subject: Call Audit: Latika Rastogi

Hi Virat,

Please find the Call quality report for Latika Rastogi below:

1. TID: 22058489

  *   Seller called and explained his issue regarding his sale. He was asking the attendee names in order to personalise the tickets. Agent then asked the seller if she can put her call on hold.
  *   She asked the order ID, Name and Email address of the seller.
  *   Agent proactively disclosed the name and confirmed if the seller's name correspond.
  *   Then he confirmed the seller's email ID and again disclosed the email ID and re-confirmed it.
  *   Then she confirmed the seller's phone number thrice and he dictated the wrong number twice but agent verified the account.
  *   She asked the seller's query and then again asked the caller if he is the seller. She again dictated the query of the seller which is sounding very unprofessional over the phone.
  *   After putting the call on hold for 2 minutes, she confirmed that she will ask the buyer for the personnalisation details and we will definitely forward these details to the seller, which was totally wrong.
  *   The event was not personalised and hence buyer's names were not needed. Agent failed in all scenarios including 3 Piece Security check, Soft Skills, Active Listening, Process Knowledge.
  *   After closing the call, she emailed the seller informing him to confirm sale and wrapped up the case.

2. TID: 18225519

  *   Buyer called in and agent performed the 3 steps verification process.
  *   She keeps on re-confirming the customer's issue and the agent's pronunciation/accent is very bad.
  *   Buyer relisted the tickets and asked if the tickets would get sold, agent replied totally opposite to it, just a generic answer that the listing is active for sale and buyer would get paid if the ticket sell.
  *   Then she re-confirmed the question and replied accordingly.

3. TID: 22076110

  *   Repetitive confirmations of Information like Email ID, Phone number and customer's concerns. Active listening is missing.
  *   Buyer called regarding the event age restrictions which she saw on the website and was concerned if she would be allowed in to the venue. This was a simple query about re-assuring the buyer that she has received correct tickets but for this as well, the agent was not so sure and kept the call on hold.
  *   She puts every call on hold and her Comm skills are very poor.

4. TID: 21640997 (Unacceptable call)

  *   US buyer confirmed his name, email address and phone number to the agent but as she was not listening actively to the customer, she again confirmed these details making the buyer angry.
  *   Buyer was already frustrated and was chasing his tickets. Agent is not at all effective and replies very late to the customer's query.
  *   As the agent was not helpful, buyer started asking for a supervisor.
  *   Buyer was getting more and more irritated by the late and firm replies and persistently asks for a manager to take over the call.
  *   He also threatens to report our company to his bank and claims that we are committing Fraud.
  *   Agent was not able to calm the buyer down and reassure him for his tickets and she kept saying the same thing/same script (that the seller will upload tickets soon) again and again.
  *   Agent always reply so late and this frustrates the buyer. She is using the word 'Maybe' which shows lack of confidence.
  *   Ultimately, buyer was not happy with the service provided and threatened to report the company Fraud and upon this the agent asked the call closure question: (Is there anything else I can help you with) which sounded like a joke over the call.
  *   As the buyer was already disappointed with the experience provided, he said no and the agent thanked him for this.
  *   Ultimately, buyer initiated a Chargeback for this order.

Please let me know if you need further assistance on this.

Kind Regards
Kritika Mirchandani