Subject: RE: Feedback for Chat Ticket ID 2225079
From: Jessie Caparas <[email-masked]>
To: Deeksha Dadu <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: seeta.seeta <[email-masked]>, Saurabh Dadu <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Mohd Imran <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>
Date: Mon, 15 Mar 2021 06:19:48 +0000

Hi Deeksha,

Sure.

Let's schedule a call later at 3 pm Dubai time?

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Deeksha Dadu <[email-masked]>
Sent: Sunday, March 14, 2021 6:02 PM
To: Jessie Caparas <[email-masked]>; Shakeeb Arsalan <[email-masked]>
Cc: seeta.seeta <[email-masked]>; Saurabh Dadu <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Mohd Imran <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>
Subject: Re: Feedback for Chat Ticket ID 2225079

External email sender, please take precaution.
Hi Jessie,

I understand your concern and I am already working on an action plan with the team. We also have an account manager who is expected to join tomorrow.

Can we get on a call tomorrow? I would also like to discuss this with you. Kindly advise what would be a good time to connect tomorrow.

@ Seeta and Shakeeb: please see me tomorrow as soon as I am in the office. This is critical and needs to be addressed urgently.

Regards,
Deeksha

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Sunday, 14 March 2021 at 4:41 PM
To: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, "mustehsan.siddiqui" <[email-masked]<mailto:[email-masked]>>, Mohd Imran <[email-masked]<mailto:[email-masked]>>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, "mohammad.quamar" <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Manish Kumar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Feedback for Chat Ticket ID 2225079

Thanks @Shakeeb Arsalan<mailto:[email-masked]>

@Deeksha Dadu<mailto:[email-masked]> would need an action plan to improve the overall performance of the agents for both chats and emails.

Would like to connect and discuss more about this.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, March 14, 2021 1:21 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Feedback for Chat Ticket ID 2225079

External email sender, please take precaution.
Hi Jessie,

We are sorry again for that,
Please be informed that Vebal warning has been given to the Agent and tomorrow will give him written warning.
All of the Agent have been given the same warning also to handle the chat properly and go through the bot transcript.

Will keep on monitoring the chats to make sure they are handled optimally.

Regards
Shakeeb

________________________________
From: "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
Cc: "Deeksha Dadu" <[email-masked]<mailto:[email-masked]>>, "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, March 14, 2021 12:15:21 PM
Subject: RE: Feedback for Chat Ticket ID 2225079

Hi @Seeta Seeta<mailto:[email-masked]>

Agent is still not reading the bot transcript properly even if order ID is already provided.

Agent is asking for the same information already provided.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Friday, March 12, 2021 1:13 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: deeksha <[email-masked]<mailto:[email-masked]>>; Saurabh <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Feedback for Chat Ticket ID 2225079

External email sender, please take precaution.
Hi Jessie,

Please accept my apology for this, I have talked to the agent and given him the warning. Also, today I  have given the refresher training to all the agents regarding how to handle the chats.

We are closely monitoring the chats performance now and we are also adding the new canned responses on chats, as given by Imran's chats training module.

Will make sure this mistake won't happen again in future.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "jessie caparas" <[email-masked]<mailto:[email-masked]>>
To: "deeksha" <[email-masked]<mailto:[email-masked]>>, "Saurabh" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Mohmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 11 March, 2021 23:01:07
Subject: RE: Feedback for Chat Ticket ID 2225079

Hi Deeksha,

Here's another chat today.

Before a chat gets transferred to an agent, it passes through the bot first and concern will be initially captured.

Even after that, the agent asks again how they can assist when the concern is already stated.

We have to ensure that the agents are going through the chat transcript thoroughly.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, March 11, 2021 5:16 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; seeta.seeta <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Feedback for Chat Ticket ID 2225079
Importance: High

External email sender, please take precaution.
Hi Jessie,

Thank you for your email.

Please accept my sincere apologies for this instance. I have taken this up very strictly with the entire team. This was clearly an oversight on part of the shift supervisor and the agents present at that time. The whole team has briefed about this. It should not happen again.

Kind regards,

----------------

DEEKSHA DADU

LiveSalesman

+1. 240.949.2437 | phone
+91 9810510757 | mobile

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 11 March 2021 at 12:20 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: "mustehsan.siddiqui" <[email-masked]<mailto:[email-masked]>>, Mohd Imran <[email-masked]<mailto:[email-masked]>>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, "mohammad.quamar" <[email-masked]<mailto:[email-masked]>>, "seeta.seeta" <[email-masked]<mailto:[email-masked]>>, Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>, Manish Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Feedback for Chat Ticket ID 2225079

Hi Deeksha/Saurabh,

This chat was unattended yesterday and agent replied after 9 minutes.

We have raised this immediately to the team's attention via Freshconnect however, we didn't get a response either.

The agent wasn't even able to properly close the session as well.

We have just cascaded to the team that we should at least do 3 attempts to check if customer is still connected with us before closing the session.

Please ensure this is not repeated. I recommend we do a refresher with our agents to ensure that we address any gaps related to the process as well as the policies and procedures.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<http://www.landmarkgroup.com>
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com