Subject: Fwd: Call review Anupam- #175117
From: Deeksha Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Thu, 30 Sep 2021 07:17:55 +0000

Sent from my iPhone

Begin forwarded message:

Best regards
Sara Aknooni (SRAK)
Team Manager Global Support, Global Support& Service
+45 4470 0124
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/>
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From: Josephine Veena Dorairaj (JVDO) <[email-masked]>
Sent: Wednesday, September 29, 2021 4:36 PM
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Heta Nyrhinen (HNYR) <[email-masked]>
Subject: Call review Anupam- #175117
Importance: High

Hi Sara,

I listed to one of the calls handled by Anupam, ticket number #175117 and it was very terrible.

The call duration is around 55 minutes and below are the points I would like to share:

  1.  He took 4 minutes to collect customer details and repeated the issue whatever customer said. It is not mandatory always to ask the customers email address in beginning itself because there is a chance where Agent can resolve issue in the call itself.
  2.  Around 5th  minutes, Anupam is saying to the customer that he would recommend Windows version of EPOS Connect because it has few issues. Why would an Agent have to tell to the customer about the issues of EPOS connect when its not related to the case.
  3.  He asked the customer to download the EPOS connect and Install and waited on the line until he installs and rebooted his PC. He could have shared the link and informed the customer to do a call back or agreed that he will call the customer back after few minutes.
  4.  Around 8.42 there was a silence and customer is checking if he is still on the line
  5.  11.27 He is saying to the customer that he is going to mute himself and asked the customer to let him know if the customer’s PC has been rebooted.
  6.  There are lot silence in the whole call.
  7.  Customer clearly said he has SDW 5013 but still he was talking about the dongle to the customer and the customer don’t have any ideas about it.
  8.  Around 43:10 Anupam is saying he will take a 2 min break to grab a water and he is back on the call at 45:28
  9.  Actual troubleshooting starts only at 46th minute
  10. 48:40 he is saying our warranty procedures are slow and again at 54:11 he repeated the same saying our warranty procedures are time consuming and asked the customer to check with the reseller for warranty options if possible.

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 21684511
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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