Subject: Borderlinx Client feedback
From: Subir Chakma <[email-masked]>
To: Smriti Anupam <[email-masked]>, Sanjay Dutt <[email-masked]>, Rachna Mittal <[email-masked]>, Vivian Guo <[email-masked]>, Rajiv Prabhakar <[email-masked]>, "M. Aejazuddin Zafar" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, "Shiv K. Sharma" <[email-masked]>, Pankaj Joshi <[email-masked]>, Ibrahim Usmani <[email-masked]>, Seraj Ahmad <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Parag Chaturvedi <para
Date: Fri, 5 Jul 2013 11:44:38 +0530 (IST)

Hello, 

Everyone please go thru each of the tickets to know your problems. Repeat errors will never be accepted. 

	Quality scorecard 	What does good look like - scoring a '2' 	1 	2 	3 	4 	5 	6 	7 	8 	9 	10 
	Ticket Number 	
	LTK1214301097130X 	LTK121430994540X 	LTK1214301125776X 	LTK1214301102609X 	LTK121430770025X 	LTK121430538301X 	LTK1214301073781X 	LTK1214301120078X 	LTK1214301115382X 	LTK1214301143947X 
	Agent on chat 	
	Aejazuddin Zafar 	Sanjay Dutt 	Sanjay Dutt 	Parag 	Seraj Ahmad 	Pankaj/Sanjah 	Parag 	Gelna 	Shiv 	Aejazuddin 
	Use of English language - grammar, spelling, 	Grammar is easy to understand, no words use that are not English. Spelling 95% perfect 	2 	2 	
	2 	

	2 	2 	1 
	Did they understand customer question correctly 	They accurately determined what the customer wanted to know 	2 	0 	
	2 	

	2 	2 	1 
	Did they identify the correct response, solution 	They accurately investigated to give a complete and accurate reply 	1 	0 	

	
	
	2 	2 	2 
	Was the question, issue resolved by end of chat 	That no further investigation, callback or referral was required. Ticket could be closed 	

	2 	

	

	Overall quality score 	That the quality of the chat provided a great customer experience and we coulld not have done more 	1 	1 	

	
	
	2 	2 	1 
	Comments 	
	In order to change the country, we need to inform to cx as well about the different membergroups so that we can change it accordingly (Citi, Visa..) 

Remember the additional info you must ask befor e you escalate 
	Please make sure we check the queue when sending reminders. Sanjay Dutt sent a reminder on July, 1: "We have not heard from you." However, in LTK1214301103840X, cx had contacted us on June, 29 already. 

Why don't you check history before replying. Isn't this basic? 

	Wrong Suite number on the note. 

This can lead to a lot of problem. Always recheck the details before sending. 
	No shipment number including on the note. 

A recent update was sent to all to include Shipment no. for which you want to waive storage fee. WHY do you i gnore the procedure? 
	Please provide with the correct info. There is no payment issue. The customer was unable to register his account with citibank card. 

You escalated that cx is not able to pay, whereas customer is ONLY trying to register the credit card. You must be careful w ith your note. 
	Agents did not check if the shipment was repacked by us or not. The agents informed the cx through email that the damage is seller's fault as the packaging was not enough. However, we repacked that. 

It is important we check the details before gi ving a statement. 
	Wrong shipment order number escalated. 

This is basic to verify the details to ensure it is correct 

	Agent forgot the chat completely. He could have find the ticket with the customer's email (checked). 

We can not put a on hold for more then 2 mins, incase you need more time, you must let the customer know that you are needing more time. I must not see repeat of such delayed responses from you. I personally ta lked to you about this. 

Rgds Subir