Subject: InboxDollars Meeting Discussions- IMP
From: Subir Chakma <[email-masked]>
To: Sumit Kumar <[email-masked]>, Girish Kumar <[email-masked]>, "G. Krishna Chandra" <[email-masked]>, Khargeswar Solowan <[email-masked]>, Subhash Kumar <[email-masked]>, prakash tiwari <[email-masked]>, romesh singh <[email-masked]>, M ramananda <[email-masked]>, Ankit Tandon <[email-masked]>, Ankit Abrol <[email-masked]>
Cc: Subir Chakma <[email-masked]>, Ashok Katoch <[email-masked]>
Date: Sat, 8 Dec 2012 04:08:34 +0530 (IST)

Hi Guys, 

After a discussion with Sandy below are points being instructed/suggested moving forward. 

- Reminder to escalate TrialPay tickets : All of them. It is a new thing and client is observing it closely. 

- Personalized CR where ever possible: You should try to personalized your responses where ever possible. Client is getting complaints of agents being too rigid/depended on CR's. 

- Avoid repeating mistake: It has been observed that agents are repeating same error which is not acceptable. Agent must be observant and do proper research if customers are repeatedly complaining on something, or on not receiving credits, or responses etc.. 

- Suggestions/Feedback: Client want you to be frank on any suggestion or feedback on anything and everything. This include suggestion for new CR, or to amend existing CR. Any doubts/questions. Any better suggestions/observations on website .... everything is welcome. Please send them to me to forward to client and they will really appreciate it. You are like the eyes of the company (InboxDollar) and your opinion is very important. 

Improvements by Team: 

- Abandoned chats: Marginally reduced as compared to last month (144 as to 179). We must bring it down further. Request entire team for cooperation. 
- Average wait time: Came down to 23 secs from previous month of 25 secs. Target is 20 secs guys. 
- Less complaints: There has been less complaints on Chats/Tickets. I am glad, It shows we are working hard. We should be more careful in future. 

Questions forwarded to client and with their responses : (If anyone wants to add more, please feel free) 

1. Please see if you can add a new CR for those who requested Check, but are yet to get the check and also is still within 30 days. 

· This is already available, under Payments à Replacement Check. I talked with Andy, and we are going to fix the wording in it, and will call it “Check not received under 30 days”. 

· Also, he will be creating CR’s for “Check Returned” 

2. If an agent enters a wrong manual credit and realized it later, should they request the correct credit again or escalate the Ticket with note. 

· Enter the correct credit and escalate ticket 

3. If a customer completed a task in List but didn't show it was completed as no check mark appears infront of it, how would the agent assist the customer in such situation. 

· It depends upon which task didn’t check marked off. For example, if it is downloading Toolbar, that will take 3 days before it credits and gets marked off. If it is something else, for example “I liked InboxDollars on Facebook”, then we can’t fix that. One thing we can control, if a member is having problems getting things checked off to get credit, is simply adding a manual credit for the List. So, if all else fails, we can give the member a manual credit for the List – 1 or 2. 

4. If any miscommunication happens with a customer over Livechat and was found during audit or later upon review, should we escalate that Ticket or is there alternative way to handle such situation. 

· How about if you post a note in the ticket (without escalating) and then post to the blog reference to the ticket number 

Rgds Subir