Subject: Quality Assessment Sheet
From: Abhishek Kumar <[email-masked]>
To: Sebastian <[email-masked]>, Antonio Iunco <[email-masked]>, ANUPAM TIWARI <[email-masked]>, Arjun Hurry <[email-masked]>, DIPANSHU SHARMA <[email-masked]>, GRACE <[email-masked]>, Ismail Lsm <[email-masked]>, Jiaojia Chen <[email-masked]>, Levente Szabo <[email-masked]>, Marika Fujita <[email-masked]>, Md Modassir Hassan <[email-masked]>, Pravesh Singh <[email-masked]>, Rosette Modiri <[email-masked]>, Sebastian Dumitru Macriniuc <sebastian.macri
Cc: Pritish Nandi <[email-masked]>, Ashish Dabral <[email-masked]>, deeksha <[email-masked]>
Date: Fri, 3 Sep 2021 04:49:26 -0700 (MST)

Hello Everyone, 
Please go through the Updated Ticket Quality Assessment sheet. 
The ticket Life cycle has to be compressed within 15 days. Highest Significance towards achieving Quality in Ticket Handling still vests with Resolution, Time\Speed, Communication, in that order. 
I will be glad to help you with any queries related to these. 

Communication 	OB Call Adequacy 	5 
Contact Details Demanded 	5 
Branding; Hold Etiquette 	2 
Call Control 	3 
Energy/Enthusiasm/Clarity 	3 
Active Listening 	3 
Rephrasing 	3 
Anything Else 	2 
Empathy 	2 
Information 	Issue Understanding & Documentation 	3 
Equipment details 	3 
Probing Questions 	3 
Attention To Detail 	3 
Resolution 	Probing Relevance 	4 
Action Plan 	4 
Troubleshooting Adequacy 	4 
First Contact Resolution 	10 
Resolution Status when reviewed 	10 
Age 	5 
Documentation 	Ticket : Subject 	3 
Ticket: Case Summary 	3 
Email Quality, Relevance & Effectiveness 	3 
Troubleshooting Steps & System Info 	5 
Nr. of products/ Business potential 	2 
SLA 	2 
Key information 	5 
Total 	100 

Regards, 

Abhishek Kumar 
Consultant, QMC 
LiveSalesman