Subject: RE: Bad CSAT Survey - March 2021
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: Tue, 6 Apr 2021 10:57:28 +0000

Hi Pritish,

Thank you for analyzing these.

From the negative customer comments in most cases I can see that they are complaining about a slow resolution and response time. Sometimes it is stock availability, but how could we in your opinion improve the resolution time for our customers? Is the troubleshooting too slow, are we not asking all questions at once, are agents not replying quickly enough to their open tickets etc.?

As we missed the Enterprise CSAT target again in March, we need to think about other ways to improve the quality of the support.

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
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From: Pritish Nandi <[email-masked]>
Sent: 5. april 2021 11:54
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; deeksha <[email-masked]>
Subject: Bad CSAT Survey - March 2021

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Hi Heta,

Attached is the audit for the Bad CSAT survey for March.

Five more agent issues were identified. Sharing the feedback accordingly.

@Josephine - When I am selecting dates for April nothing is showing in the fields. Can you please check once?

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
13
Gaming
39.60%
Product
42.57%
Rosette
1
1
Grace
3
3
Vishal
10
EPOS L1
31.68%
Process
24.75%
Sebastian
1
1
Mpiana
1
1
Grace
8
Warranty
28.71%
Agent
17.82%
Dipanshu
1
1
Dheeraj
1
1
Jessica
8
Grand Total
100.00%
Out of warranty
10.89%
Ismael
1
1
Pravesh
1
1
Pravesh
7
Logistics
3.96%
Grand Total
4
4
Denisa
1
1
Dheeraj
6
Grand Total
100.00%
Ismael
1
1
Sebastian
6
Grand Total
8
8
Ismael
6
Mpiana
6
Pradeep
6
Anupam
5
Modassir
3
Pritish
3
Karin
3
Denisa
2
Dipanshu
2
Norbert
2
Antonio
2
AJ
1
Rosette
1
Marika
1
Grand Total
101

Regards,
Pritish Nandi