Subject: Goodbye from Kelsey~
From: Kelsey <[email-masked]>
To: Subir Chakma <[email-masked]>
Date: Thu, 8 Sep 2016 16:11:14 +0530 (IST)

1. There is a large number of unsolved tickets in [Unsolved tickets in your group]. 

Reason might be-- 
a. Many open tickets in [Unsolved tickets in your group] 
Someone took the tickets before > but the Cx replied that the issue haven't been done or some other reply > then the tickets status would be " open " automatically > the original stuff doesn't see that or for some reason they don't reply this cx > these tickets wouldn't show on [BX-EN-L1,New] > other colleagues can see it only from [Unsolved tickets in your group], but these tickets are hard to be taken by others because they don't have time to go through the former chat, and sometimes cx would send the email with the original agent's name, so others would not to deal it. > Or there are few agents would check [Unsolved tickets in your group] > these tickets has been ignored > large amount of ticket in [Unsolved tickets in your group]. 

Agents escalated the ticket to L3/ IT/ hub, but did't follow up and reply to the cx after get the response from L3/ IT/ hub. 

Solutions for "a" 
- If there should be a system to track [Unsolved tickets in your group], and to give agents pressure to solve the tickets in time once they took it, and to check the if there are some tickets needed 
- Should stuffs or supervisors check these kind of tickets regularly and transfer them to some other stuffs 
- Punish system should be established if someone has a lot of no-reply-tickets (should set up a limited number/bottom line). So that stuffs would have the awareness of quick response and check the tickets which tare on their hand everyday. 

b. Many on-hold tickets in [Unsolved tickets in your group] 
Agents escalated the ticket to L3/ IT/ hub, but no reply from them. (Don' know how does their system work, so no solution here) 

----------------------------------------------------------------------------------------------------------The words above were written in the first two weeks after I came, so it may be no need for now. 

2. Current Management Shortages 

a. Always like to say--There is penalty of 1 day absent for first offence. Second offence will lead to termination of your job. 
For first offence is fine but second is over. What a leader should do is to think about how to control the operation flow and do quality control but not dismiss the stuff. 
This punish obviously is a severe one, but it seems doesn't work or even make slight sense, because if you always warning stuffs like this, it may lose the original effect, stuff may regard it as a random warning. 

What Borderlinx gain from this kind of penalty? 
- Lose some stuff who may be a qualified agent after proper training or limited by reasonable regulation. 
- Take more time on training new comer. Work efficiency would be reduced a lot. Unstable HR would also effect current stuff's confidence to the company. 

Punishments that I prefer: 
- monetary policy for punish or workload adding 
On the one hand, these two are what the stuffs most cares, they would look very high upon them. 
On the other hand, company could use penalty to hold a bonding or party for stuffs, which would strengthen stuff's loyalty. And also the work could be finished earlier. 

b. No proper mindset has been delivered. 
As the company states "Our cxs are our company's reason for existence", but I think few people know this sentence, and no one implement this mindset to stuff as well. The thing you focus on is the process, but to make the service quaity higher we need to have a correct mindset first. Everything is based on this mindset. 

c. Team Meeting 
- Clear objectives before the meeting, so that we know what you are going to say and what I can say during the meeting. 
- Do not hold a meeting just for hold it. I mean everyone should have a position in the meeting and to take the right role in it. For example, for me I think I can list out the current problems no matter in operation or your management, and give you some advice, or let you to solve with higher team. And you may need to take the "solution" role, to help agens solve new problems occured last week. 
- Meeting should have review for last week, and also the plan for next week. Even we are doing same thing day by day, but the plan should also be made, no matter from quantity side or quality side. 
- Be punctual please, as a leader you need to control the pace of the meeting. 

d. Productivity 
- Leader should pay more attention to agents' productivity as well, and to appreciate or give some rewards (can be money, food, appreciate in slack... as you like), which may increase the productivity for this agent and other agents as well, because at least we know our leader is caring this element. 
- Quality and quantity is not confict. As per last meeting which the manager held, I think you are trying to deliver quality is more important than quantity? All in all, here I want to say, less quantity high quality is nothing worth to be praised, for people who has a lot of quantity but low quality either. I mean, you need to tell the stuff how to guarantee the quality based on certain quantity. These two are both important, and everyone must know how to improve these two at the same time. 
- Advice：You can select star agent per week or per month, both quantity and quality are highest, and give some rewards or benifits such as extend the break time or... as you like : ) 

e. DO NOT MIX UP 
- Everyone should be responsible for the ticket from begining to the end, do not assign to another agent for any reason! This would reduce the efficiency and also the quality. 
- Chats, Tickets, AE should match, do not let others do AE only or help others to close AE request, which is not a wise way to end a case. 

f. Communication channel with L3/DHL/IT 
- Low efficiency when a ticket connects with them, and we do not have any channel to track and urge them to help when Cx come back again when we still haven't got the response from L3/DHL/IT. 
- If there is no possible channel, then agents need a responsible person, and I think QA should be responsible for this and help us to track L3/DHL/IT. 

3. Training 
a. regular training or update, which means to find the most popular mistake and re-training of that area to the whole team. 
b. test needs to have punishment and rewards to encourage agents learn proactively. 
c. Build up knowledge database and which should be optimize and updated once per week. Current database on freshdesk is out of date and not completed enough, some process are still not clear, such as escalate to IT and DHL must create new tickets, but for L3 etc we only need to change the requester name... The process should be standarize so that we know what professional means. 

Above all, as an internship agent, I just chose to speak out my opinion, here may have some incorrect ideas or unproper advice, but these are all this company should be improved in my eyes. That's it. 
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------END 

Hello Subir, 

This is Kelsey, your Chinese intership agent. 

I'm so sorry for breaking the words that I said I would be here for two months. This is the legacy that I left, or you can call it compensation? Anyway. 

Actually I have been writing this since the second week I came to Livasalesman. I'm not sure if this does work or not in your eyes, but at least I tried my best to help and speak out. Maybe this somehow can proof that I was woking here with all my efforts haha. If you don't like or don't need this mail at all, I don't care, haha, because I did what I think is right. If you like it, my pleasure~ 

Forgiving my terrible written English, but I'm sure you can understand all the words, because I'm quite confident to your excellent English lol. 

Thank you Subir, it is really my honour to have a mentor who is logic, responsible, and competent. Thanks for you trust, or I cannot start chats from the second week I came here; thanks for your working attitude, which told me how to treat every case carefully; thanks for your meal, which let me know I can eat pork in India lol. 

All the best to you! 

Bye lah~