Subject: RE: Mystery Calls
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Cc: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, deeksha <[email-masked]>
Date: Tue, 26 Jan 2021 17:39:23 +0000

Hi Pritish,

Thank you for following this process.
It’s nice to hear that they are improving.
Keep doing the good job!

Best regards​​
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131  4960

From: Pritish Nandi <[email-masked]>
Sent: Tuesday, January 26, 2021 4:16 PM
To: Sara Aknooni (SRAK) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]>; deeksha <[email-masked]>
Subject: Mystery Calls

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Hi Sara and Heta,

I just completed two mystery calls for Ismael and Grace to test how are they handling calls. Below are the call details.

Ismael - 126006

Scenario - GSP 300 - Microphone not working
Environment - Mobile Phone
The result - Handled it well. Was smiling on the call and was friendly to the customer. Resolved issue on the call. FCR.
Feedback - Did forget that the headset comes with a PCV 05 combo adapter as he was asking to connect the microphone jack on the phone first. But tested with computer and it worked fine. The customer left happy.

Grace - 126021

Environment- PC
Scenario- Difficult and angry customer who is unable to join the conference call on his colleagues SDW BS. Also, the customer had background noise and hard to hear.
The result - Able to guide the customer on call on how to put the guest headset in conference mode. Despite the customer giving her a hard time, she was apologetic and calm. She was able to offer the solution
                   The customer said he will test and come back if has further issues.
Feedback- She whispered my goodness on call. Which was heard by the customer. She was asked to stay calm and in any situation as customers may be difficult at times. Overall the call was good.

Regards,
Pritish Nandi