Subject: Re: CSAT below target
From: Pritish Nandi <[email-masked]>
To: saurabh <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Wed, 19 Oct 2022 06:31:30 -0700 (MST)

Hi Sir, 

This is understood. I will speak to him right now and update you once the session is completed. 

Regards, 
Pritish 

From: "saurabh" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Wednesday, October 19, 2022 6:56:08 PM 
Subject: Re: CSAT below target 

Hi Pritish, 

Please look at Data below. Abhishek is single largest contributor to DSATs in Gaming this month. You need to address this with him. I cannot accept a single more DSAT from him, for whatever reason, else I will have to remove him from the account immediately. 

	Count of Category 	Column Labels 	
	Row Labels 	Oct 	Grand Total 
	Abhishek Tripathi 	10 	10 
	Denisa Magda 	4 	4 
	Jeet Behera 	4 	4 
	Josie Lau 	3 	3 
	Pravesh Singh 	2 	2 
	Pritish Nandi 	2 	2 
	Sebastian Coldea 	1 	1 
	Shivangi Bhattacharya 	3 	3 
	Sven Thiele 	4 	4 
	Grand Total 	33 	33 

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 6:11 PM 
To: Saurabh Dadu <[email-masked]> 
Subject: Re: CSAT below target 
Hi Sir, 

Attached is the data as requested. 

One more thing to notice is the response rate for Oct is low in comparision to other months. If we have higher responses then the CSAT fluctuation % may be less when receiving a DSAT however when it is less low number of DSAT's may also fluctuate the % much. 

	CSAT Details 	Aug 	Sept 	Oct 
	Enterprise 	4.36 	4.4 	4.12 
	Gaming 	4.29 	4.26 	3.91 
	Survey Sent 	2503 	2712 	1437 
	Rated Tickets 	648 	705 	311 
	Response Rate 	25.89% 	26.00% 	21.64% 

Regards, 
Pritish 

From: "Pritish Nandi" <[email-masked]> 
To: "saurabh" <[email-masked]> 
Sent: Wednesday, October 19, 2022 2:46:36 PM 
Subject: Re: CSAT below target 

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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