Subject: RE: Bad surveys Gaming
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, deeksha <[email-masked]>
Date: Fri, 26 Mar 2021 12:19:18 +0000

Hi Pritish,

Okay, thank you for checking.

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
<http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw>

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From: Pritish Nandi <[email-masked]>
Sent: 26. marts 2021 13:13
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; deeksha <[email-masked]>
Subject: Re: Bad surveys Gaming

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Heta,

We have had only one EPOS L1 bad survey for Modassir which was not because of the Agent.

Rest Gaming and Warranty bad surveys are either product or process-related issues. One of them was a scam customer.

Total DSAT

Group Wise

Category Wise

Agent Fault L1
Category

Agent Fault Gaming
Category

Agent
Total
Ticket Group
Total
Category
Total
Agent
Agent
Grand Total
Agent
Agent
Grand Total
Daniele
11
Gaming
40.00%
Product
47.50%
Dipanshu
1
1
Grace
3
3
Pravesh
7
EPOS L1
33.75%
Process
23.75%
Sebastian
1
1
Pravesh
1
1
Grace
7
Warranty
26.25%
Agent
16.25%
Ismael
1
1
Mpiana
1
1
Sebastian
6
Grand Total
100.00%
Out of warranty
10.00%
Grand Total
3
3
Dheeraj
1
1
Vishal
6
Logistics
2.50%
Denisa
1
1
Jessica
6
Grand Total
100.00%
Grand Total
7
7
Pradeep
5
Dheeraj
5
Mpiana
5
Anupam
4
Ismael
4
Pritish
3
Modassir
3
Norbert
2
Denisa
1
Dipanshu
1
Marika
1
Antonio
1
AJ
1
Karin
1
Grand Total
80

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>, "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, March 24, 2021 7:05:49 PM
Subject: RE: Bad surveys Gaming

Hi Pritish,

Thank you for analyzing these. As discussed, please take action on the cases with agent fault and let us know if any additional resources/training could help to avoid these mistakes.

Also encourage the agents to send the CSAT link actively to customers in well resolved cases.

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://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C720a6372ea534473cba208d8f0508bd0%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637523576248279507%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=0t3zh47wTNr1GfLgZrrGghyUdf%2FAoJlQpSWVDtcyEVc%3D&reserved=0>

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From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: 24. marts 2021 14:29
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Subject: Re: Bad surveys Gaming

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi All,

PFB the snapshot for the Bad CSAT Survey. Since the last audits, I see four more agent faults. I am sharing the feedback 1-0-1 with the agents and hope to recover the score in the coming surveys.

Total DSAT

Group Wise

Category Wise

Agent Fault L1
Category

Agent Fault Gaming
Category

Agent
Total
Ticket Group
Total
Category
Total
Agent
Agent
Grand Total
Agent
Agent
Grand Total
Daniele
10
Gaming
39.19%
Product
50.00%
Dipanshu
1
1
Grace
3
3
Pravesh
7
EPOS L1
35.14%
Process
18.92%
Sebastian
1
1
Pravesh
1
1
Grace
7
Warranty
25.68%
Agent
17.57%
Ismael
1
1
Mpiana
1
1
Sebastian
6
Grand Total
100.00%
Out of warranty
10.81%
Grand Total
3
3
Dheeraj
1
1
Jessica
6
Logistics
2.70%
Denisa
1
1
Vishal
5
Grand Total
100.00%
Grand Total
7
7
Pradeep
5
Dheeraj
4
Anupam
4
Ismael
4
Mpiana
4
Norbert
2
Pritish
2
Modassir
2
Dipanshu
1
Denisa
1
Marika
1
Antonio
1
AJ
1
Karin
1
Grand Total
74

Attached is the raw data.

Regards,
Pritish

________________________________
From: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
To: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, March 24, 2021 12:29:32 PM
Subject: Re: Bad surveys Gaming

Hi All,

This would be done and send today.

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, March 24, 2021 12:24:51 PM
Subject: RE: Bad surveys Gaming

Hi Pritish,

Please also analyze the bad surveys in Enterprise, as we have dropped below the target.

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://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C720a6372ea534473cba208d8f0508bd0%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637523576248309490%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=UfBFnH00PMPpS9NP1%2BXNKVeFdGGWNh4be4OFtkvhACE%3D&reserved=0>

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From: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Sent: 23. marts 2021 22:25
To: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Subject: Bad surveys Gaming

Hi Pritish,

Could you analyze the bad surveys of Gaming?
It seems we are still getting lots of them.
Thank you,

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

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