Subject: FW: Les Mills Audits
From: Deeksha Dadu <[email-masked]>
To: Arjun LSM AJ <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Mon, 26 Aug 2019 07:24:37 +0000

Hi AJ,

Why are you still not created tickets for the calls? This is very very important and not creating them is not only procedurally wrong but also makes the task difficult when we have to search for a call.

Please make sure that you are creating tickets for all the call received even if it’s for a trivial issue.

Also, while your calls are generally good, Pritish has pointed out some areas of improvement. Please see the feedback shared by him and take care of this points in your future calls.

Thanks

Regards,
Deeksha

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Date: Friday, 23 August 2019 at 8:18 PM
To: Abhishek Kaushik <[email-masked]<mailto:[email-masked]>>, Anush Saxena <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Arjun LSM AJ <[email-masked]<mailto:[email-masked]>>, Bharat Sharma <[email-masked]<mailto:[email-masked]>>, Shakeel Ahmad Hajam <[email-masked]<mailto:[email-masked]>>, tasuku yamamoto <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Les Mills Audits

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