Subject: Re: Call Volume
From: Saurabh Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Mon, 14 Dec 2020 17:20:18 +0000

Hi Pritish,

Thanks for your email. Please call me for such issues, as its easier discussed over the phone.

For German agents - we are currently in the process of hiring 1 additional German Agent.

We are also hiring 3 more EN agents. With EN, Sara really wants accent like AJ/Kanak, so we are trying to find someone.

We are also hiring a Voice and Accent trainer to help teach people call handlig skills. All of this is work in progress.

About Talkdesk- I need you to call me and show how is this more complecated. This in my understanding is far easier than using ZD talk.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Pritish Nandi <[email-masked]>
Sent: 13 December 2020 5:57 PM
To: Saurabh Dadu <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Subject: Call Volume

Hi Sir,

We have had 385 calls in the last week alone. And German lines were overflowed. Also, we have had a lot of tickets coming in as well (206 calls)

With this volume of calls, we would need extra people (1 English and 1 German) to distribute the load.

Also, TalkDesk is, unfortunately, more cumbersome and not as well integrated with ZenDesk as the native ZD call process which makes it harder to complete the job at hand.

It takes a lot of time to fill in the details, write a case summary, and write back to the customers. Also for Enterprise tickets, it takes times to investigate and search previous cases and then reply to the customer which makes
it more even harder to complete the tickets.

Right now they have issues with Talkdesk which is creating duplicate tickets for inbound calls in Zendesk. Also, outbound calls are creating duplicate tickets and not adding them to the agent's queue.
This was not an issue when we were with Zendesk Talk.

I would request you to please review the situation and help in this matter.

        Total Calls     Answered calls  Abandoned calls Missed calls    VM
German Gaming   38      31      6               1
German Enterprise       168     146     18      2       2
France Gaming   2       2       0       0       0
France Enterprise       55      45      3       3       4
US Gaming       29      16      5       0       8
US Enterprise   90      68      12      4       6
Canada Gaming   2       1       1       0       0
Canada Enterprise       1       0       1       0       0
        385     309     46      9       21

Regards,
Pritish Nandi