Subject: Dipanshu calls review
From: Arjun Hurry <[email-masked]>
To: Pritish Nandi <[email-masked]>
Date: Tue, 6 Apr 2021 16:31:34 -0700 (MST)

Hi Pritish, 
Just spot checking Dipanshu's recent calls, here are some notes: 

1. 140688 - Needs to use NATO phonetic alphabet. First 4 minutes is taken up getting the user's info instead of addressing the reason the customer called. Call is then placed on hold for 2 minutes, and only then does basic T/S start. Mentions "our" headsets as " Sennheiser EPOS". Agent takes 3 minutes to confirm that the end user doesn't have EC installed, and needs the instructions emailed. On the ticket, agent then asks ridiculous questions like: 

What is the device full model you are using: 
How many devices you have and how many are affected: 
If the issue is recently started: 
If the issue is permanent: 

The customer has already shared this info in the first minute of the call. This was just a copy and paste with no attention to detail. Basically this call could have been wrapped up in 3-4 minutes. 

2. 140808 - Customer says he needs Spanish support, agent takes way too long to get a callback number and escalate to country partner. Agent also doesn't update the ticket with the customer full name, only the first name. Then the country partner escalation has the last name misspelled. Agent gives up trying to get the customer's email address, but then the side conversation has this: 

Email: Not available 
Enquiry: Customer do not understand English at all, just managed to give his phone number and email address. 

Except of course, the agent never got the email address at all. Again, call takes way too long. 

3. 139894 - Difficult French customer who says he wasn't informed about the SLTR process. Maybe check with Rose/Grace who took the first call? This call should have been handled by a French agent, and the ticket should have been expedited by Warranty. Agent didn't need to go on a tangent about resellers/refund, should have just said we'll do our best to expedite, and that we'd get back to him asap. Agent could have been more empathetic. Another call that could have been handled a lot quicker. 

4. 140659 - Customer only speaking in Hindi. Agent should have advised that Windows settings can change after a Windows update, and the settings check needs to be done. Overall an OK call, just needs to be a little faster, and agent needs to know why we check Windows settings. 

5. 140891 - Agent seems to have trouble understanding the customer. Customer asks 'is it cutting out now?' (2:11), agent ignores/doesn't respond to this, just goes to the next question on the T/S list. Certain casual/unprofessional conversation - 'Is it Windows 10, or what?' (2:44). Again instead of the long holds, agent could have wrapped up the call quickly by saying we need to investigate the compatibility of the customer's softphone, and will get back asap. Transfer to L2 did not mention the customer specifically requested a callback. 

6. 140903 - OK call, but agent could have confirmed that the Gaming warranty is 2 years, just like Enterprise. 

7. 140909 - Hindi only caller again. Basic T/S (issue, environment details, crosstesting etc) is good, but we needed to get more details about the Windows settings on the call. Again, agent needs to know why we check Windows settings. Agent shows more empathy, proactive questioning, process knowledge, and confidence in Hindi compared to English . 

Hope this information helps. 

Best Regards, 
AJ