Subject: Les Mills Audits
From: Pritish Nandi <[email-masked]>
To: Abhishek Kaushik <[email-masked]>, Anush Saxena <[email-masked]>, Apoorv Joshi <[email-masked]>, Arjun Hurry <[email-masked]>, " Bharat Sharma" <[email-masked]>, Shakeel Ahmad Hajam <[email-masked]>, "tasuku yamamoto" <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Fri, 23 Aug 2019 07:48:35 -0700 (MST)

Hi All, 

PFB the Les Mills Audits. 

Major Observations - Tickets are still not getting created for all calls. 

Ticket Audits - 

22 Aug 

Ticket 	Issue 	Was it handled correctly 	Charlotte Note 	Name of Agent 	Feedback 	Status 	Categorization 	Correct (Y/N) 
2689 	LMOD 	Yes 	NA 	Apoorv 	NA 	Closed 	Invalid 	Correct 
2690 	AV disconnections Check 	Yes 	NA 	Ahmad/AJ 	NA 	Waiting 	AV 	Correct 
2691 	iPad settings 	Yes 	NA 	Ahmad 	NA 	Resolved 	AV 	Correct 
2692 	Sync Issue 	Yes 	NA 	Ahmad 	NA 	Resolved 	Sync 	Correct 

23 Aug 

Ticket 	Issue 	Was it handled correctly 	Charlotte Note 	Name of Agent 	Feedback 	Status 	Categorization 	Correct (Y/N) 
2693 	Playback issue 	Yes 	NA 	Apoorv 	NA 	Waiting 	AV 	Correct 
2694 	AV Setup issue 	Yes 	NA 	Pritish 	NA 	Waiting 	Sync 	Correct 
2695 	Additional Device 	Yes 	NA 	AJ 	NA 	Waiting 	User Error 	Correct 
2696 	SalesForce 	Yes 	NA 	Ahmad 	NA 	Closed 	Invalid 	Correct 
2697 	LMOD 	Yes 	NA 	Ahmad 	NA 	Closed 	Invalid 	Correct 

Call's Audit - 

S. No 	Date & time of Call 	Phone Number 	Duration 	Agent 	Ticket# 	Country 	Call Type 	Issue 	Summary 	Good Points 	Improvement Points 	What could have been done better? 
13 	8/21/2019 2:18 	6421753860 	2.98 	AJ 	No Ticket Created 	USA 	Inbound 	Credit Department number 	Customer called in and stated that he would like to speak to the credit department of Les Mills. Agent advised that he is from Virtual Support. Customer said he does not have a direct number. Agent said he would try to find a number however in between customer found the number and said that he call them directly. 	Polite, Friendly, Interested in helping 	NA 	NA 
14 	8/21/2019 22:16 	18637840478 	23.2 	Ahmad 	2691 	USA 	Inbound 	iPad settings and Sync issue 	Customer called in to state that they are new to virtual and getting to launch. She wanted to know that if she had setup the virtual correctly as she did not want other members to play with the iPad and also wanted to enable Guided Access mode. Agent checked and found that device is synced 5 days ago. Agent advised to connect the iPad to internet and keep it connected for sync. Also advised that he will be sending all the settings in the email so that they can go through it. However customer wanted to do it over the phone so he helped the customer to do the settings. However for guided access the agent asked the customer to be on hold while he pulls up the settings however the call got disconnected. 
Outbound call made and agent helped customer to setup the guided access. 	Able to help customer with all the issue, resolution provided, explained correctly, Ticket created 	Flat tone, Needs to be friendly, Should proactively should offer solution over the phone rather then sending an email, Pronunciation errors, stammering a little 	Needs to smile when taking calls as it helps in correct intonation and pitch, also should explain the steps over the phone proactively rather then sending an email as it is easier to make sure that the issue is resolved. 
15 	8/21/2019 23:46 	13604868851 	7.63 	Ahmad 	2692 	USA 	Inbound 	Sync issue 	Customer came to get help on Sync issue as he did not know how to sync it. Agent gathered the required details and provided force sync steps to the customer tpo fix the issue. It worked fine and he was able to see the scheduler updates. 	Able to help the customer to resolve the issue, polite 	Used Jargon's, Assumption, Explanation 	Shown improvements from last calls, However never use Jargon's with customers as hey do not know everything and try to explain them in Lay mans terms. Should explained why the problem occurs and what he can do to fix it in future 
16 	8/23/2019 1:02 	16305404862 	6.62 	AJ 	No ticket Created 	USA 	Inbound 	LM Bike 	Customer called in to setup the Les Mills Bike and they had a Les Mills Virtual username. They were connected on the LM bike however not able to get it to work. Agent asked if they are able to log in to scheduler and they said no and they have a ticket number. When the ticket number was given it seems that it is for some other helpdesk which is indoor cycling. Agent advised that he is from Les Mills Virtual and does not support on Indoor Cycling. 	Polite, friendly 	Did not ask correct probing questions 	Should have asked for correct probing questions as the issue would have been resolved within few mins. 
17 	8/23/2019 5:12 	64272958330 	5.38 	AJ 	No ticket Created 	UK 	Inbound 	Sales Query 	Customer called in to know the sales query about Les Mills Virtual and they wanted to know what is On demand in it. Agent explained the details on what it is and also about on demand under Les Mills Virtual. provided Sales support number for Les mills and ended the call 	Polite, friendly 	NA 	NA 

Regards, 
Pritish Nandi