Subject: Re: Joaquim's calls
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>
Date: Wed, 10 Feb 2021 05:48:22 -0700 (MST)

Thank you so much, 

I will speak to Joaquim and advise him on the feedback. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Wednesday, February 10, 2021 6:16:57 PM 
Subject: Joaquim's calls 

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 | 
 ] 

	

[ https://www.eposaudio.com/ | eposaudio.com ] · Follow us here 	

​ [ https://www.facebook.com/eposenterprise ] [ https://twitter.com/eposaudio?lang=da ] [ https://www.linkedin.com/company/eposaudio/mycompany/ ] [ https://www.instagram.com/eposaudio/ ] [ https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA ]