Subject: Client Feedback
From: Subir Chakma <[email-masked]>
To: Subir Chakma <[email-masked]>, "Akhil P. Walia" <[email-masked]>, Amol Tyagi <[email-masked]>, Surajit Bhadra <[email-masked]>, "Sona Kala. Chakma" <[email-masked]>, "Amar K. Chaudhary" <[email-masked]>, Abhay Aswal <[email-masked]>, Harish Chauhan <[email-masked]>, "Santosh S. Bhadauria" <[email-masked]>, Binod Joshi <[email-masked]>, Pawan Nikumbh <[email-masked]>, Jitendra Mahto <[email-masked]>, Bidyut Kumar <[email-masked]>, Ramananda Moirangthem <[email-masked]>, Devendra Madan <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Thu, 10 Apr 2014 13:41:46 +0530 (IST)

Hello 

Pls see feedback highlighted and ensure such careless errors are avoided. Thanks 

Regards 
Subir 

----- Original Message ----- 
From: "Devendra Madan" <[email-masked]> 
To: "subir" <[email-masked]> 
Sent: Thursday, April 10, 2014 11:07:37 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Update from the client 

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 nothing we can do in this chat. Correct procedure followed, however, please make sure to use the CR correctly. 

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: Devendra 
Feedback-  Chat was handled well but incorrectly escalated to wrong department. Please avoid such careless mistake. 

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 escalate to Resolution, could have been easily handled by you. You should have credited the member for Peanut Lab survey. 
  
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. You repeated the same question again which he explained in the Pre-chat survey. Customer will always be frustrated if they have to re-explain things. 
Also, you informed the customer that he can not purchase the same shopping more then one, which is wrong. There is no limit as how many they can purchase for this shopping. 

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