Subject: Joaquim's calls
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Wed, 10 Feb 2021 12:46:57 +0000

Hi Pritish,

I listened to 5 of Joaquim’s calls from today and yesterday. Here is my feedback.

1 - Agent used quite conversational and relaxed communication style. However in this call it matched the customer's style. Correct solution provided. Sympathy displayed to the customer.

2 - Agent missed in the beginning of the call that the customer asked about the busylight and not about a headset. Hence incorrect solution was provided in the end.

3 - Troubleshooting was almost entirely skipped. Agent proceeded straight to saying we will check for the replacement possibilities instead of checking the environment and confirming the basic troubleshooting. Communication was good.

4 - GAP pairing steps tried, but customer didn’t manage to pair the headset with their phone. Term DECT-Bluetooth was used incorrectly and confusingly.

5 - All okay.

Improvement suggestions:
Agent needs to listen more carefully what customers are saying. Agent needs to ask all the relevant questions promptly to find a solution. Agent can put the customer on hold while investigating.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

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