Subject: Re: Snap Rentals- Call Quality Report
From: Saurabh Dadu <[email-masked]>
To: Subhojit Hati <[email-masked]>, 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]>
Date: Sat, 18 Aug 2018 06:19:45 +0000

Thanks Shubo,

What are we doing to fix this?

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Subhojit Hati <[email-masked]>
Sent: 18 August 2018 07:10:20
To: Naveen Rawat; Vishal Nayyar; Ashish Kumar; Nizamuddin Khan; Phaedrus Arif; Subir Chakma; kaeiara blythe
Cc: Deeksha Dadu; Saurabh Dadu
Subject: Snap Rentals- Call Quality Report

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