Subject: Re: CSAT below target
From: Pritish Nandi <[email-masked]>
To: saurabh <[email-masked]>
Date: Wed, 19 Oct 2022 02:16:36 -0700 (MST)

Hi Sir, 

The rating is as below: 

Enterprise: 4.10 
Gaming: 3.92 

Regards, 
Pritish 

From: "saurabh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Sent: Wednesday, October 19, 2022 2:35:40 PM 
Subject: Re: CSAT below target 

What is the CSAT rating currently in EPOS Enterprise? 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Pritish Nandi <[email-masked]> 
Sent: 19 October 2022 2:33 PM 
To: Saurabh Dadu <[email-masked]> 
Subject: Re: CSAT below target 
Hi Sir, 

PFB the DSAT Audit report. 

We have received 53 DSAT in Gaming/Warranty and Enterprise. 

	Row Labels 	Count of Group 
	EPOS L1 	16 
	Gaming 	33 
	Warranty 	4 
	Grand Total 	53 

	Enterprise 		
	Category 	Sub Category 	Total 
	Agent 	Mistakes in Warranty handling 	1 
	Poor communication 	1 
	Slow troubleshooting 	1 
	Agent Total 	3 
	Customer 	Misunderstanding 	1 
	Responsiveness 	1 
	Customer Total 	2 
	Procedure 	Troubleshooting 	1 
	Warranty policies/procedure 	5 
	Procedure Total 	6 
	Product 	Quality 	2 
	Spare Part 	2 
	Product Total 	4 
	Sales 	Contact customer 	1 
	Sales Total 	1 
	Grand Total 		16 

	Gaming 		
	Category 	Sub Category 	Total 
	Agent 	Incorrect answers 	1 
	Mistakes in Warranty handling 	1 
	Poor communication 	1 
	Agent Total 	3 
	Customer 	Misunderstanding 	2 
	Responsiveness 	5 
	Customer Total 	7 
	Procedure 	Troubleshooting 	1 
	Warranty policies/procedure 	17 
	Procedure Total 	18 
	Product 	Bugs 	1 
	Quality 	3 
	Spare Part 	3 
	Product Total 	7 
	Sales 	Contact customer 	1 
	Website purchase 	1 
	Sales Total 	2 
	Grand Total 		37 

Regards, 
Pritish 

From: "saurabh" <[email-masked]> 
To: "Heta Nyrhinen, HNYR" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Wednesday, October 19, 2022 1:02:06 PM 
Subject: Re: CSAT below target 

[ mailto:[email-masked] | @Pritish Nandi (LSM) ] - This is VERY CONCERNING 

Please prepare a detailed overview and lets speak today at 4pm IST. 

Kind regards, 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Heta Nyrhinen (HNYR) <[email-masked]> 
Sent: 19 October 2022 12:57 PM 
To: Pritish Nandi (LSM) <[email-masked]> 
Cc: Saurabh Dadu <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Subject: CSAT below target 

Hi Pritish, 

CSAT for Gaming in October has dropped below the target 4.00. Could you please investigate the reasons and let us know? 

	

Venlig hilsen / Best regards 

Heta Nyrhinen 
Global Support Lead, Global Support 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://www.eposaudio.com/en/us/enterprise/products/adapt-660-amc-bluetooth-headset-1001125 ] 

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