Subject: Re: Bad CSAT Survey - June 2021
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 21 Jun 2021 01:44:21 -0700 (MST)

Hi Sara, 

He has only 5 surveys and did not have any bad surveys for the past week. 

Modassir did meet his KPI last month and it was Anupam and Pravesh who did not do well. 

Anupam has improved and right now delivering 100% CSAT. Pravesh is slightly below and I am confident that he will be above KPI this month. 

Plan of action would be shared based on the final scores as we still have 9 days left. Modassir started with 33.67% and now he is at 60%. So he is improving. 

As immediate action we have discussed, if the call is FCR and the customer agrees to share the survey on email then they will send emails to the customer with the survey link. This would give them a chance to increase survey numbers 
which would eventually help fix his scores. 

Regards, 
Pritish 

From: "Sara Aknooni, SRAK" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]> 
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Monday, June 21, 2021 1:15:01 PM 
Subject: RE: Bad CSAT Survey - June 2021 

Hi Pritish, 

Thank you for the results shared. 

Could you let me know what action have you planned for those one who are below the KPI? 

I am more concerned about Modassir , if I’m not mistaken, he is usually below the KPI. 

	

Best regards ​​ 

Sara Aknooni 
Team Manager 

Global Support and Service 
+45 4470 0124 

+45 7131 4960 

From: Pritish Nandi <[email-masked]> 
Sent: Monday, June 21, 2021 9:39 AM 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Saurabh Dadu <[email-masked]>; deeksha <[email-masked]> 
Subject: Bad CSAT Survey - June 2021 

		

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Hi Sara, 

PFB the CSAT Survey score for the team. 

Also, attached is the report for the audits. I have not found any new agent errors in Enterprise. 

	

EPOS L1 							

Enterprise 							

Gaming 					

Assignee name 	

Good Surveys 	

Bad Survey 	

Total 	

Good% 	

Bad % 		

Assignee name 	

Good Surveys 	

Bad Survey 	

Total 	

Good% 	

Bad % 		

Assignee name 	

Good Surveys 	

Bad Survey 	

Total 	

Good% 	

Bad % 

AJ Hurry 	

6 	

0 	

6 	

100.00% 	

0.00% 		

AJ Hurry 	

6 	

0 	

6 	

100.00% 	

0.00% 		

AJ Hurry 	

0 	

1 	

1 	

0.00% 	

100.00% 

Antonio Iunco 	

9 	

1 	

10 	

90.00% 	

10.00% 		

Antonio Iunco 	

9 	

1 	

10 	

90.00% 	

10.00% 		

Anupam Tiwari 	

1 	

0 	

1 	

100.00% 	

0.00% 

Anupam Tiwari 	

7 	

0 	

7 	

100.00% 	

0.00% 		

Anupam Tiwari 	

7 	

0 	

7 	

100.00% 	

0.00% 		

Aparna Jain 	

64 	

5 	

69 	

92.75% 	

7.25% 

Aparna Jain 	

47 	

6 	

53 	

88.68% 	

11.32% 		

Aparna Jain 	

47 	

6 	

53 	

88.68% 	

11.32% 		

Ashish 	

3 	

0 	

3 	

100.00% 	

0.00% 

Daniele Castiglioni 	

15 	

0 	

15 	

100.00% 	

0.00% 		

Christopher Kurek 	

13 	

2 	

15 	

86.67% 	

13.33% 		

Dadu 	

1 	

3 	

4 	

25.00% 	

75.00% 

Dipanshu Sharma 	

7 	

1 	

8 	

87.50% 	

12.50% 		

Daisuke Murata 	

2 	

0 	

2 	

100.00% 	

0.00% 		

Daisuke Murata 	

1 	

0 	

1 	

100.00% 	

0.00% 

Grace Boussi 	

1 	

0 	

1 	

100.00% 	

0.00% 		

Daniele Castiglioni 	

17 	

0 	

17 	

100.00% 	

0.00% 		

Daniele Castiglioni 	

14 	

2 	

16 	

87.50% 	

12.50% 

Heta Nyrhinen 	

3 	

0 	

3 	

100.00% 	

0.00% 		

Dipanshu Sharma 	

7 	

1 	

8 	

87.50% 	

12.50% 		

Denisa Magda 	

12 	

5 	

17 	

70.59% 	

29.41% 

Ismael Zakaria 	

15 	

1 	

16 	

93.75% 	

6.25% 		

Grace Boussi 	

2 	

0 	

2 	

100.00% 	

0.00% 		

Dheeraj Tripathi 	

6 	

1 	

7 	

85.71% 	

14.29% 

Jessica Chen 	

1 	

0 	

1 	

100.00% 	

0.00% 		

Heta Nyrhinen 	

6 	

0 	

6 	

100.00% 	

0.00% 		

Grace Boussi 	

8 	

4 	

12 	

66.67% 	

33.33% 

Levente Szabo 	

6 	

0 	

6 	

100.00% 	

0.00% 		

Innocent Bohui 	

7 	

0 	

7 	

100.00% 	

0.00% 		

Ismael Zakaria 	

5 	

1 	

6 	

83.33% 	

16.67% 

Marika Fujita 	

2 	

0 	

2 	

100.00% 	

0.00% 		

Ismael Zakaria 	

15 	

1 	

16 	

93.75% 	

6.25% 		

Jessica Chen 	

1 	

0 	

1 	

100.00% 	

0.00% 

Md. Modassir Hassan 	

3 	

2 	

5 	

60.00% 	

40.00% 		

Jessica Chen 	

1 	

0 	

1 	

100.00% 	

0.00% 		

Josephine Veena 	

1 	

0 	

1 	

100.00% 	

0.00% 

Pravesh Singh 	

7 	

1 	

8 	

87.50% 	

12.50% 		

Levente Szabo 	

6 	

0 	

6 	

100.00% 	

0.00% 		

Levente Szabo 	

1 	

2 	

3 	

33.33% 	

66.67% 

Rosette Modiri 	

5 	

0 	

5 	

100.00% 	

0.00% 		

Marika Fujita 	

2 	

0 	

2 	

100.00% 	

0.00% 		

Marika Fujita 	

21 	

0 	

21 	

100.00% 	

0.00% 

Sebastian Coldea 	

13 	

3 	

16 	

81.25% 	

18.75% 		

Matthew Broadley 	

5 	

1 	

6 	

83.33% 	

16.67% 		

Md. Modassir Hassan 	

6 	

1 	

7 	

85.71% 	

14.29% 

	

	

	

Md. Modassir Hassan 	

3 	

2 	

5 	

60.00% 	

40.00% 		

Pravesh Singh 	

12 	

2 	

14 	

85.71% 	

14.29% 

	

	

	

Muhammad Ali 	

9 	

0 	

9 	

100.00% 	

0.00% 		

Pritish Nandi 	

0 	

1 	

1 	

0.00% 	

100.00% 

	

	

	

Pravesh Singh 	

7 	

1 	

8 	

87.50% 	

12.50% 		

Sebastian Coldea 	

5 	

1 	

6 	

83.33% 	

16.67% 

	

	

	

Rosette Modiri 	

5 	

0 	

5 	

100.00% 	

0.00% 		

	

	

	

	

	

		

Sara Aknooni 	

1 	

0 	

1 	

100.00% 	

0.00% 		

	

	

	

	

	

		

Sebastian Coldea 	

13 	

3 	

16 	

81.25% 	

18.75% 		

	

	

	

	

	

		

Temistocles Valdes 	

8 	

0 	

8 	

100.00% 	

0.00% 		

	

	

	

Grand Total 	

147 	

15 	

162 	

90.74% 	

9.26% 		

Grand Total 	

198 	

18 	

216 	

91.67% 	

8.33% 		

Grand Total 	

162 	

29 	

191 	

84.82% 	

15.18% 

Regards, 

Pritish Nandi