Subject: Re: Call monitoring
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 28 Apr 2021 00:26:50 -0700 (MST)

Hi Heta, 

Feedback has been shared with Denisa and Karin. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Tuesday, April 27, 2021 5:32:04 PM 
Subject: RE: Call monitoring 

Hi Pritish, 

Innocent is out of office this week. I will arrange the French listening with him when he is back. I listened to these calls by Denisa and Karin. 

Denisa 

Call 1: #138413 GSP 370, Battery Defect. Customer complained that he didn't receive a return label and that the whole handling took long. Customer threatened with a lawyer. The agent handled the call well and apologized. 

Call 2: #145215 SDW 10 HS not charging. Agent tried to forward the call, but there was no available Enterprise agent. Customer’s details and issue noted for a callback. 

Call 3: #144679 GAME ONE headband and cable replacement. Agent informed the customer that the headband can’t be replaced. Agent guided the customer how to find the cable on the website. 

Karin 

Call 1: #135629 GSP 670 click noises. Customer asked for the RMA status. Agent explained the warranty process to the customer and escalated the case. 

Call 2: #144636 GSP 350 ear pads torn. Agent gathered the customer’s contact details and explained the warranty process to them. 

Call 3: #144327 GSP 550 loose connection. Customer asked for the warranty case status, as they hadn’t received an email that was promised in a previous call. Agent informed them about the status, but there was the impression that the next steps weren’t clear to the customer. 

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: 27. april 2021 06:56 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]>; deeksha <[email-masked]> 
Subject: Re: Call monitoring 

		

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, 

Thank you for the feedback. Allow me to speak to all the german agents and advise them further. 

Also, is it possible to check some calls for Karin and Denisa? 

Lastly it would be a good help if innocent can check some calls for Ismael, Grace and Rosette. 

I am also checking calls for English Agents. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Sara Aknooni, SRAK" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, April 26, 2021 8:10:50 PM 
Subject: Call monitoring 

Hi Pritish, 

I listened to some calls of the German speaking colleagues and here are my notes. 

I didn’t find any major issues, but all agents are often asking the customer to repeat the product name, the deskphone / softphone name or the issue. I would again like to emphasize how important it is to listen carefully to the customer’s initial description and note the product name down. It does not seem professional if we do not instantly recognize the names of our own products. 

Same with very basic product information. We would like to make a simple reference guide for the agents how to find the basic features of all headsets quickly. They search on the website and that takes too long. Maybe you could give it a thought what format would be most handy. 

Levente 

Call 1: #144895 MB Pro 1 no USB slot for updating. Agent asked for photos as customer said that there is no USB slot under the ear pad. 

Call 2: #144889 MB Pro 1 intermittently low mic volume with Gigaset S850HX. Agent asked the customer to confirm the product name even though it was clearly stated in the beginning of the call. Advised to adjust microphone sensitivity in EPOS Connect. There are only Microphone Equalizer settings that optimize the microphone performance in noisy environments. Told to reset, but didn't advise how to do it. 

Call 3: #144913 BTD 800 connection lost. Agent said that purple LED means that the connection has been lost and the dongle is reconnecting, but it’s indicating a MS Teams connection. Long call, customer installed EPOS Connect and updated the firmware on the call. Issue was resolved in the call. 

Call 4: #144879 SDW 5036 Gigaset SL 450A compatibility query. Agent informed the customer that they need CEHS-MB 01 and 3.5mm to 2.5mm adapter or RJ45-2.5mm audio cable. Agent didn’t explain what is the difference between these alternatives. 

Call 5: #144390 DW Pro 2 USB ML charging level incorrect after firmware update. Agent advised a reset and checked the DIP switches in the call. Customer asked for firmware downgrade and the agent sent the firmware files for version 160 to him. All downgrades have to be approved by Level 2. 

Sebastian 

Call 1: #144875 GSP 670 no audio from PC. Customer described the issue clearly, agent asked to confirm if it's the mic or speaker or no sound on one side. Customer led the conversation confirming all checks he had done instead of the agent asking the right questions. Agent didn't know how to pair the headset with a mobile phone. Issue was narrowed down on one PC only, but no solution found. Baic troubleshooting sent by email. 

Call 2: #144867 SC 260 USB frequency range. Agent asked the reseller to repeat the headset model name even though it was clearly stated in the beginning of the call. Information given promptly on the phone and fact sheet sent by email. 

Call 3: #144941 PC 8.2 USB microphone doesn’t work. Crosscheck with another headset done and it works on the same PC. This headset doesn’t work on another PC either. No settings checked. Proceeded to check for the warranty information directly. 

Call 4: #145275 SC 165T product information. Reseller asked if the headset has ANC. Agent said that it doesn’t have ANC and that ANC variants will be released later. Agent had to look up this information and it took a few minutes. 

Call 5: #145271 SC 260 USB physical damage on ear pads. Agent said that we can replace the ear pads in warranty. Customer said that it’s too complicated to go through the warranty process, so he prefers to buy them. Agent guided the customer how to find the product on the website. Based on the post code, no reseller came up. Agent didn’t ask the customer to try with the city. 

Antonio 

Call 1: #144424 DW Pro 2 detached magnets, customer asked for the RMA status. Agent put the customer on hold for a while before providing the information. 

Call 2: #144653 Placetel compatibility query. Agent informed the reseller promptly that our products are not compatible with the softphone, but perhaps should have specified that there is no call control but it works as audio only solution. 

Call 3: #144674 VMX 100 spare battery query. Agent informed the customer that it’s not possible to replace the battery. Customer also asked for pre-sales information for a new headset. Agent recommended Presence Grey. 

Call 4: #145284 PC 8 USB volume control cuts the sound off. Agent checked the sound settings and that crosstests were done. Customer requested replacement. Agent asked the customer to provide the RMA information, but said that it still needs to be approved. 

Call 5: #145282 Fritzbox compatibility. Agent said that our headsets are not compatible with Fritzbox, but as the device has DECT so it could work, but we can’t guarantee it. 

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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