Subject: Snap Rentals- Call Quality Report
From: Subhojit Hati <[email-masked]>
To: Naveen Rawat <[email-masked]>, Vishal Nayyar <[email-masked]>, Ashish Kumar <[email-masked]>, Nizamuddin Khan <[email-masked]>, Phaedrus Arif <[email-masked]>, "Subir Chakma" <[email-masked]>, kaeiara blythe <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, saurabh <[email-masked]>
Date: Sat, 18 Aug 2018 07:10:20 +0530 (IST)

Hi Team, 

Following is the team's G2G performance: 

G2G% G2G% 

MTD- Parameters Weekly- Parameters 

G2G% 

Weekly- Overall Call Score 

SWOT ANALYSIS 

STRENGTH 

    * 'Call opening' and 'summary/closing' scores are right on target 
    * 'Tone/Pace' scores also seems pretty good 
    * Significant Improvement in the following parameters: 
        * Summary Closing 
        * Apology 
        * Probing 
        * Acknowledgement 
    * Overall G2G% has a positive inclination 

WEAKNESSES 

    * 'Active Listening' score needs significant improvement 
    * Following parameters are still below target and needs improvement: 
        * Resolution 
        * Process Knowledge 
        * Empathy 
        * Probing 
        * Active Listening 

OPPORTUNITIES 

    * To implement the daily feedback on calls and improve on overall call quality 
    * To learn more about the process 

THREATS 

    * Customer dissatisfaction due to poor listening skills 
    * Incorrect resolution due to incorrect process knowledge 
    * Failure in probing is a hindrance to identify the exact root cause 

Feel free to contact me if you have any questions. 

Regards, 
Subhojit