Subject: BLX: Avoiding DSAT
From: Akhil P Walia <[email-masked]>
To: Subir Chakma <[email-masked]>, vikas Adhikari <[email-masked]>, prakash tiwari <[email-masked]>, Subhash Kumar <[email-masked]>, rajeev kandpal <[email-masked]>, Ashok Katoch <[email-masked]>, Tushar Raina <[email-masked]>, venkat <[email-masked]>, James Khoirom <[email-masked]>
Date: Sun, 23 Dec 2012 17:21:13 +0530 (IST)

Hi All, 

One of the apparent reasons for DSAT increase is also because: 

Agents rigidly following the official policy and procedures: 

a. Lack of judgment where can we make an exception and be flexible. 

b. Either using too much scripted responses or nothing at all. Unable to provide proper reasoning to customer’s satisfaction. 
To address point a: you need to use your judgement like Checking with hub, manager, supervisor etc. 
To address point b: your product knowledge, terms and conditions, operations know-how should be 100% at all times. 

As I have said always 'agent should lead the conversation', not opposite. 

Please find attached Borderlinx CSAT, Ticket and Chat resoltion report for week 13th to 19th Dec. 

-- 
Regards , 
a kh ! L