Subject: DSAT Audits
From: Subir Chakma <[email-masked]>
To: "Kartik p . rao" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Amandeep Jangra" <[email-masked]>, xin Xuejing <[email-masked]>, "Subir Chakma" <[email-masked]>, "Sumit Gogia" <[email-masked]>, Jessica yan <[email-masked]>, "Pankaj Sharma" <[email-masked]>, Anand Babu <[email-masked]>, Raj Bhushan Singh <[email-masked]>, Ahmedkhaled Ezzeldin Mohamed <[email-masked]>, Chandan Singh <[email-masked]>, "Karan Sehgal" <[email-masked]>, "Rafiki Ruchogeza Lucien" <[email-masked]>,
Date: Mon, 7 Dec 2015 22:24:42 +0530 (IST)

Dear All, 

I have gone through the DSATs starting 1st Dec. Approx 50% of them are agent mistake.Which means we could have done 50% better score on CSATs. 

Pls review your own tickets and read my summary of the cases and remarks. Its important you understand the weak areas and work on it. 

Rest of the audits will be done tomorrow 

We are down to REDs again this week. This is alarming to us, and so to client. We must be working hard to improve our customer friendly and helpful services please. There cannot be a laid back attitude here. 

Ticket 	Agent 	Status 	Suite 	Issue 	Remark 
LTK1221604669555X 	Amandeep 	DSAT 			
LTK1221604649423X 	Amandeep 	DSAT 			
LTK1221604680688X 	Amandeep 	DSAT 			
LTK1221604670955X 	Babiker 	DSAT 	0966-0353 	The chat could have been lot better. The response was confusing. Cx was asking if return shipping fee of $15 is fixed, agent would response with admin fee. A good formula to get a DSAT really. First thing you do on such request is- "Sorry to know that you want to consider forwarding the items to another address to another US address (note Cx clearly stated he dont want to return, so lets be specific) and then say, may I know which shipment you want to return?. By checking the item size, you can then confirm the shipping cost, if its over size, tell you will need to check on shipping cost. Its so basic. 	DSAT could have been easily avoided. 
LTK1221604671216X 	Babiker 	DSAT 	0739-7230 	Value correction request, but items claimed to be for Free. Needed to confirm with Hub team and Customer was not happy. Also, Cx received 2 promos and none are working. Cx demanding early resolution. 	Not agent fault 
LTK1221604674265X 	Babiker 	DSAT 	1006-4205 	Arabic 	
LTK1221604674881X 	Babiker 	DSAT 	0993-0105 	Cx was checking on the inbound delivered shipment status, it was delivered same day. But agent advised it will take another day which is completely wrong. All shipments are updated same day by end of the day. The reason as why it is not done in real time is because the Hub team do the outbound in the morning till 2pm, and then starts working on the inbound shipments. So the delivered shipments should show in their account by end of the day. 	DSAT could have been avoided with proper handling. 
LTK1221604683012X 	Daisy 	DSAT 			
LTK1221604668445X 	Gelna 	DSAT 			
LTK1221604669555X 	Gelna 	DSAT 			
LTK1221604669555X 	Gelna 	DSAT 			
LTK1221604678711X 	Jessica 	DSAT 			
LTK1221604673892X 	Karan 	DSAT 			
LTK1221604680350X 	Karan 	DSAT 			
LTK1221604683150X 	Karan 	DSAT 			
LTK1221604683313X 	Karan 	DSAT 			
LTK1221604669555X 	Kartik 	DSAT 			
LTK1221604679348X 	Kartik 	DSAT 			
LTK1221604681524X 	Kartik 	DSAT 			
LTK1221604668162X 	Khaled 	DSAT 			
LTK1221604680505X 	Khaled 	DSAT 			
LTK1221604677993X 	Lucien 	DSAT 			
LTK1221604678073X 	Lucien 	DSAT 			
LTK1221604671557X 	Mahir 	DSAT 	1014-3825 	Cx is from Greece and Economy service is not available there, nor it show in TCC. It was irrelevant here. Then trying to help do it on behalf of the customer is perfect, but could have avoided asking the dims again. Mind you, Cx shared same info in the pre-chat message. No one like repetition. There was no apology for the inconvenience caused to the customer after chatting and getting disconnected for so long. 	DSAT could have been better. 
LTK1221604671620X 	Mahir 	DSAT 	0966-0353 	Cx wanted to extend the promo code which is not possible. Cx was advised accordingly and was not happy. 	Not agent fault 
LTK1221604672815X 	Mahir 	DSAT 	0763-3836 	Cx was looking for status update and already provided FedEx tracking number. However, the Cx was again asked for the tracking number. We must read carefully, avoid making the customer repeat himself 	Chat could have been better 
LTK1221604679578X 	Mahir 	DSAT 	0786-0585 	Cx was checking on the inbound delivered shipment status, it was delivered same day. But agent advised it will take another day which is completely wrong. All shipments are updated same day by end of the day. The reason as why it is not done in real time is because the Hub team do the outbound in the morning till 2pm, and then starts working on the inbound shipments. So the delivered shipments should show in their account by end of the day. 	DSAT could have been avoided with proper handling. 
LTK1221604683396X 	Mahir 	DSAT 	0764-6696 	Cx wanted to know which one is Dead weight, and which weight is Volumetric weight. The Cx was responsed with- "One would be the dead weight and the other one is the volumetric weight. and you are always charged for which ever is greater ". I thought that was quite confusing and unhelpful. A more specific resposne would have been "The Dead weight of your shipment is xx kg and Volumetric weight is yy kg". Then the Cx was kept waiting and never attended. 	DSAT could have been avoided here, and chat quality much better. 
LTK1221604670687X 	Carolina 	DSAT 	0831-5917 	Cx was having issue using the TCC from UK to Greece. Cx was advised 	
LTK1221604666908X 	Pankaj 	DSAT 			
LTK1221604667194X 	Pankaj 	DSAT 			
LTK1221604674592X 	Pankaj 	DSAT 			
LTK1221604674648X 	Pankaj 	DSAT 			
LTK1221604677297X 	Raj 	DSAT 			
LTK1221604679744X 	Raj 	DSAT 			
LTK1221604676935X 	Raj 	DSAT 			
LTK1221604669765X 	Soumaya 	DSAT 			
LTK1221604680192X 	Soumaya 	DSAT 			
LTK1221604684309X 	Soumaya 	DSAT 			
LTK1221604666731X 	Subir 	DSAT 			
LTK1221604666422X 	Subir 	DSAT 			
LTK1221604667194X 	Sumit 	DSAT 	0739-7230 	Value correction request, but items claimed to be for Free. Needed to confirm with Hub team and Customer was not happy 	Not agent fault 
LTK1221604671931X 	Sumit 	DSAT 	0748-8162 	PG item, cx shipped same item twice before, but Hub says its Noted on item that it cannot ship. Cx is obviously not happy and want to recheck with Hub 	Not agent fault 
LTK1221604678503X 	Sumit 	DSAT 	0759-9784 	Cx from UAE but currently in US, want to avail services to both US & UAE. The agent did try to explain but somewhat the clarity was missing in the response. Could have been better. 	DSAT could have been avoided with better and clear explanation 
LTK1221604683764X 	Sumit 	DSAT 	[email-masked] 	Cx found it misleading to advert France shopping without a France Hub, Agent correctly recommended the available within EU hubs Germany/UK, but Cx didn't find it convincing. 	Not agent fault 
LTK1221604674227X 	Gopal 	DSAT 			
LTK1221604680742X 	Gopal 	DSAT 			
LTK1221604682946X 	Gopal 	DSAT 			

Regards