Subject: Performance Criteria
From: Parvez Alam <[email-masked]>
To: Anshul Khandelwal <[email-masked]>, Jitender Pratap Singh <[email-masked]>, Saurabh Upadhyay <[email-masked]>, Pravesh Singh <[email-masked]>, Sunny Mundriya <[email-masked]>, Amel Simba <[email-masked]>, Shubham Saxena <[email-masked]>, Anant Tomer <[email-masked]>, Kamal Kant <[email-masked]>, Nitesh Singh <[email-masked]>, Sikander Singh <[email-masked]>
Date: Wed, 17 Jul 2019 10:34:46 -0700 (MST)

Hi Team, 

Hope you're doing good. 

I would like to make you aware of the Customer Satisfaction Score which reflects your performance in the company. 

CSS is the Customer Satisfaction Score, after we send an email the customer can rate if they had a positive or negative customer service experience. 
Our goal is always to improve this score and to do this we need to analyse why customers are leaving negative scores and why are they not satisfied with the answers. 

Please make sure that you're making outbound calls wherever necessary, sending correct blurbs to the customers, reading the case history and case notes attentively to follow correct procedures and not lagging behind the minimum requirement of 60% FCR and 30% CSS. You should go through OLS and Wiki Modules whenever you get time to improve your process knowledge. 

I have recently sent you the Productivity Analysis for the month of January so keep focused on your Quality which will help us to raise the overall Team CSS. 

Please let me know if you need further assistance on this. 

Kind Regards 
Parvez Khan