Subject: Update from the client
From: Devendra Madan <[email-masked]>
To: subir <[email-masked]>
Date: Thu, 10 Apr 2014 11:07:37 +0530 (IST)

Hi Team, 

Just Got an update from the client. 

Here is a crediting guide for the agents – please review and let me know if you have any questions. 

I have continued to notice an increase in chats being sent to Resolution that should be able to be handled at the chat level. It appears that the agents are rushed to either get the chats closed and off as some of the standard CR’s are not being used and at random we can see the agent putting in the statement of escalation. 

Here is an example: LTK12182040218684X (Agent skipped Response 2 and just escalated) 

Agent : Pawan 

Feedback: There is no nothing we can do in this chat correct process followed however make sure to use the Canned response correctly while escalating the chat. 

Also: LTK12182040164405X: Any ticket sent regarding payments, Visa Cash Cards, etc not being received by Member needs to go to Accounting and not Resolution 

Agent: De vendra 

Feedback- Correct process followed make sure to select the correct queue while escalating the case . Instead of forwarding the case to Accounting you have select Resolution. 

LTK12182040128775X: Example of how this is a ticket that could have been processed by agent and not sent onto Resolution: We do NOT credit for more than 3 PeanutLabs per day. 

Agent : Santosh 

Feedback- There is no need to forward the case to resolution it can be handled by you. You just need to credit the member for peanut Lab surveys . Keep this in mind and not repea t such mistake again. 

We also continue to request that the agents ‘read’ what is put in by the member in pre-chat and also what they are submitting during the chat as members are frustrated that they are repeating themselves as if the agent is not reading (listening). LTK12182039936501X 

Agent : Bidyut 

Feedback : The member was very irate there i s no need to ask th e sa me question again and again. See the Pre -cha t survey always before asking the question. 

Sending the escalations over frequently by agents with the note: asking Resolution team to look at the Chat and help; this does not tell us anything about why you could not assist the Member yourself. Again, it looks or appears that the agent is just off-loading the member and not providing any information for us to assist on why they couldn’t. 

We need to also get our Escalations down and our chat scores UP. Took a huge dip in Satisfaction scores in the last week (see April 3-5). 

Regards 
Devendra Madan