Subject: RE: CSAT below target
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>, deeksha <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Date: Wed, 19 Oct 2022 13:44:44 +0000

Hi Saurabh,

Thank you very much for addressing this and the phone call. That is much appreciated. It would be good if we could improve the Gaming CSAT for the rest of the month.

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>
eposaudio.com<https://www.eposaudio.com/> * Follow us here
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From: Saurabh Dadu <[email-masked]>
Sent: 19. oktober 2022 15:32
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; deeksha <[email-masked]>; Pritish Nandi (LSM) <[email-masked]>
Subject: Re: CSAT below target

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Heta,

A correction to my email. The percentage calculated seems wrong.

Below is corrected data

Gaming
Row Labels
Aug
Sept
Oct
Grand Total
Procedure
21
20
18
59
Customer
4
9
6
19
Product
7
3
5
15
Agent
5
2
3
10
Sales
1
5
1
7
Grand Total
38
39
33
110
% Agent Error
13.16%
5.13%
9.09%

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 19 October 2022 6:48 PM
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>; Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Pritish Nandi (LSM) <[email-masked]<mailto:[email-masked]>>
Subject: Re: CSAT below target

Hi Heta,

Thank you for your email, and your patience.

I've been reviewing the CSAT for Gaming, and personally checking tickets with DSATs. It does appear that there has been an uptick in Agent errors in the last month, and I am getting this addressed urgently and with utmost sincerity.

We are sorry for this, and we will make sure that for the coming few days we have remaining in this collaboration are better.

Below is just a snapshot of DSAT audits done by my colleagues.

Gaming
Row Labels
Oct
Aug
Sept
Grand Total
Bugs
1

1
Compatibility

3

3
Contact customer

4
4
Feature

2
2
4
Incorrect answers
1
2

3
Incorrect Survey Feed

1

1
Misunderstanding
1
2

3
Not calling

1

1
Poor communication
2
1
2
5
Quality
1
1

2
Spare Part
3
1
1
5
Troubleshooting
1
1

2
Unresponsive
5
2
9
16
Warranty policies/procedure
17
20
20
57
Website purchase
1
1
1
3
Grand Total
33
38
39
110
Issues for Warranty Declined %
52%
53%
51%
52%
Issues for Agent Error %
12%
11%
5%
9%

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: 19 October 2022 6:11 PM
To: Saurabh Dadu <[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "saurabh" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
Sent: 19 October 2022 2:33 PM
To: Saurabh Dadu <[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, October 19, 2022 1:02:06 PM
Subject: Re: CSAT below target

@Pritish Nandi (LSM)<mailto:[email-masked]> - 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]<mailto:[email-masked]>>
Sent: 19 October 2022 12:57 PM
To: Pritish Nandi (LSM) <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[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

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