Subject: RE: Phone challenges
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Deeksha Dadu <[email-masked]>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]>, Saurabh Dadu <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Date: Fri, 12 Feb 2021 12:32:29 +0000

Hi Deeksha,

We had a talk with Pritish, Heta and Josephine today and agreed that Pritish in alignment with Heta will plan a workshop and training for calls handling.
When they decided how to process it, we will be updated.
Thank you and have a nice weekend!

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

From: Deeksha Dadu <[email-masked]>
Sent: Friday, February 12, 2021 12:56 PM
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Heta Nyrhinen (HNYR) <[email-masked]>; Saurabh Dadu <[email-masked]>; Pritish Nandi (LSM) <[email-masked]>
Subject: Re: Phone challenges

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Hi Sara,

Thank you for your email.

Sure, I will make a plan of action with Pritish. We can discuss this in upcoming weekly meeting or schedule it earlier if you have bandwidth. Please let me know.

Pritish is already allocating tasks and tests based on modules to agents on weekends but we will make a more comprehensive plan to specifically address each agent’s individual improvement areas.

Thank you

Kind regards,

————————————————

DEEKSHA DADU

LiveSalesman

+1. 240.949.2437 | phone
+91 9810510757 | mobile

From: "Sara Aknooni (SRAK)" <[email-masked]<mailto:[email-masked]>>
Date: Thursday, 11 February 2021 at 10:23 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi (LSM)" <[email-masked]<mailto:[email-masked]>>
Subject: Phone challenges

Hi Deeksha,

We listened to more calls and spoke with Heta, we both came to the conclusion that our agents can be categorized in these groups:

Knowledge
Communication

Good
Average
Not good
Good

AJ
Pritish
Pravesh
Yamamoto

Average

Ismael
Antonio

Anupam
Marika
Jessica

Not good

Grace
Pradeep

Joaquim
Mpiana

Based on the above overview, we should give them tasks and trainings.
One good training for phones handling is to share with them some Good and Bad recordings from the team, the other one is to find some online material and have them to learn.
Please bear in mind that part of learning is their responsibility not yours, for example Pritish can give them users manual of SDW, How to videos and troubleshooting material and ask them to study.
We can catch the technical challenges by reviewing tickets,
I suggest you to investigate the possibilities and schedule a meeting to discuss it further.

Have a nice evening!

Best regards​​
Sara Aknooni
Project Manager
Global Support and Service
+45 4470 0124
+45 7131  4960
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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