Subject: Re: Customer Service Mockup Calls Meeting Minutes
From: Pritish Nandi <[email-masked]>
To: Ilma Afzal <[email-masked]>
Cc: LeeLing Teo <[email-masked]>, Sanjay Chinchwade <[email-masked]>, saurabh <[email-masked]>
Date: Sun, 30 Jun 2019 08:08:30 -0700 (MST)

Hi Ilma, 

Attached is some modification to the call scripts which you have initially shared. I have tried shortening the Opening and added a call structure. Also, I have added Hold protocol which should be followed in case if the agents are stuck and require some additional time to pull up information. 

I would request you to go through the attached document and let me know what you think. Depending on your feedback I would be able to make changes and also get it translated in Chinese. 

Lily has been shared the Crisis Management file, Chinese FAQ file along with the English Script which you have initially shared. 

Will be waiting on your feedback on this. 

Regards, 
Pritish Nandi 

From: "Pritish Nandi" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Cc: "Ilma Afzal" <[email-masked]>, "LeeLing Teo" <[email-masked]>, "Sanjay Chinchwade" <[email-masked]> 
Sent: Sunday, 30 June, 2019 12:53:26 
Subject: Re: Customer Service Mockup Calls Meeting Minutes 

Hi All, 

Apologies for missing the call and Skype messages. Unfortunately, I was out of station for the last 2 days and have had constant network issues up in the hills. However, I will make sure that I am available for any help that is required. 

Regarding the Training is concerned, Lily was already been briefed about the Training and the contents. Also I have tested with Mock calls. I will take her through the products once again and explain how to search for information if she is stuck. 

Also I will take her through the call script once again. 

Regards, 
Pritish 

From: "saurabh" <[email-masked]> 
To: "Ilma Afzal" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "LeeLing Teo" <[email-masked]>, "Sanjay Chinchwade" <[email-masked]> 
Sent: Saturday, 29 June, 2019 01:00:51 
Subject: Re: Customer Service Mockup Calls Meeting Minutes 

Hi Ilma, 

Thanks for your email. I appreciate that you were very elaborate and articulate. I will try to respond breifly to your points below: 

    * Pritish not being available: He is suppose to be available on Skype 24x7. I will check with him what's his reason for not being available to answer your Skype. He is working in exactly the timezone you need, and thats why he was chosen to work on your project. His time is same as your scheduled service hours. 
    * If you need anything outside of those, you can always message us. Unfortunately I am the only one in the office who can officially use What's app, but we will sort something out for you. 
    * About the clarity of voice, its strange. Our phone system guarantees HD Quality voice. I've just asked for the call recordings. They will be coming to be in a few hours. I have also instructed Ashish to investigate this immidiately. 
    * Your English calls will be answered in India. Initially by Pritish himself and then by agents once he has some experience on your account. Same with English emails. 
    * I am taking up Product training issue of Lily with Pritish. I was under the impression she was tested a few times already on this. 
    * IVR - Its happening as we speak. I am skyping the girl, and waiting for her response. 
    * Waiting music - please tell me what music you like, and we will upload that. 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Ilma Afzal <[email-masked]> 
Sent: 28 June 2019 14:45:04 
To: Saurabh Dadu; Pritish Nandi (LSM) 
Cc: LeeLing Teo; Sanjay Chinchwade 
Subject: Customer Service Mockup Calls Meeting Minutes 

Hi All, 

Hope you’re well. I’ve just wrapped up about 40mins plus of mock calls with Lily in both English and Chinese. She has shown promise and I do firstly appreciate that very much, however I have a few concerns. Pritish, I tried to call you on Skype or reach out to you, however couldn’t reach you as I wanted a catch-up before I proceeded with the mock calls. Hope you understand that at least 1 member from your team who is in the Asian timezone should be reachable during office hours Mon-Fri. So guys, moving forward, I suggest we immediately create a Telegram/WhatsApp groupchat with your entire team managers (Pritish, Saurabh, etc), where I may be able to drop my questions/queries in regards to the mock calls. It’s upto you who responds, but I need someone to be reachable in our timezone. It is difficult for us to adjust to Saurabh’s timezone changes so hope someone can help to answer questions in the interim? Please create the chat and let me know once it is done. 

Here are a few notes I am writing in regards to the mockup call. Lily gets an A for effort but perhaps we need to look closely into refining the process: 

    * Lily’s voice was incredibly unclear. Is this a connection issue? I tried with 3 different phones – 2 mobile phones & a landline. This isn’t great news for me so I would like the recordings sent over to us. I was told that after each call, I would get the recordings via email? Yet to receive them. How are we handling that? Are they being logged in ZenDesk too? They need to. 
    * Calls continued to be inaudible and I am very concerned at Lily’s pronunciation of country names, etc so perhaps you can help her with this. Callers in English may have some issues with this. 
    * Please go over the opening greeting again as a few times, the name UTU was skipped and seemed like a casual call 
    * When searching for a Member ID within the portal, once the ID is found, the agent must address the member FIRST and start with something like “Hi, may I confirm that I am speaking with xxxx?” – Agent cannot skip directly into the answer as this seems very impersonal. 
    * Lily needs a lot more practice with your team in regards to the products…she was under the impression that to get another UTU Plus number, she had to re-register. 
    * We need you to go over UTU Plus as a product in-depth with Lily as she is confusing it with 100% but with trial and error, this should be fixed. 

Additional Deliverables we need from you: 

    * What is the status on the IVR? We need the voice recordings at the soonest please. I was also told a marketplace is being used to select tone/voices etc so when am I getting the access to login and approve these? 
    * I have yet to see actual scripts ready from your side, to enhance the scripts which I had sent over (Please show me the scripts for both products etc if you can). I need to see exactly what Lily & Amy are reading off of. 
    * Please note I also need music in the “waiting time” as well, because Lily put me on hold about 4 to 5 times, so we need to get this sorted ASAP 
    * When are all the agent licenses being input into ZenDesk? [ mailto:[email-masked] | 
@saurabh ] Need your update on this at the soonest please as we are coming on more than 2 weeks since we started the setup and Lee Ling needs to update our team, please. 

Additional Deliverables I will provide: 

    * Russian Question translations – 2 nd round which Pritish requested is in process and I’ll update you ASAP 
    * Lily is currently using my login ID for the customer service portal and I have reached out to GianLuca to finish setting up her login details. There are also disparities between my screen and hers and I need our own team to investigate this. 
    * I am currently editing the Macros on ZenDesk myself, as I am getting updates from our internal team on last minute copy/content changes so I will do those edits myself on the system. 
    * The Help Centre is also being edited by me currently and I will push that to a LIVE status once I get management’s approval and link it to our website. 
    * We are discussing a mobile sdk from our website to app directly for the FAQs section – I’ll update all on this soon. 

I have spoken to Lily and I would like to go over some more mock calls on Monday at 4pm so in the mean time, will you please work with her to help her brush up on UTU Plus please and Customs validation, etc? And help me with all the additional deliverables above? I’ll wait for you all to create a groupchat in which someone can give me readily updates. 

Many Thanks to your team 

Best, 

Ilma 

Ilma Afzal 

Head of Social & Customer Support (Global) 

HP:+65 87429640 [email-masked] 

UTU Pte Ltd 

491B River Valley Road #04-02 Valley Point Singapore 248373 [ http://www.utu.global/ | www.utu.global ] 

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