Subject: Call Audits - 13/11/2021
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Sat, 13 Nov 2021 04:33:19 -0700 (MST)

Hi All, 

Just wanted to update that today I listened to some calls for the agents. I have identified some areas of improvement which is common with the agents and would address them on Monday meeting. 

* Incorrect troubleshooting steps or advise 
* No Empathy or Sympathy 
* No Rapport building with customers 
* Not asking further assistance and not following correct hold procedure 

Regards, 
Pritish Nandi