Subject: DSAT Audits - May 2022
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Tue, 17 May 2022 04:55:56 -0700 (MST)

Hi Heta, 

PFA the Bad Survey audits for May 2022. 

CSAT Score for the Team: 

Enterprise: 4.17 
Gaming: 4.18 
Survey Sent: 1318 
Rated Tickets: 298 
Respopnse Rate: 22.61% 

I was able to find six agent errors where we could have done better. Feedback has been shared already and also I have discussed the CSAT score with the team in the morning. Advised the agents with low CSAT scores to be very careful when handling and closing tickets. 

Jeet specially will take help from Pravesh when solving tickets as he is very low on CSAT. Also found 2 errors for him. 

Ticket ID 	Assignee 	Group 	Brand 	Rating 	Category 	Sub Category 	Remarks 
213788 	Adelina Paula Bartes 	Warranty 	EPOS Enterprise 	1 	Agent 	Slow troubleshooting 	Took a long time for troubleshooting. Product Knowledge. Basic Probing missing 
214710 	Jeet Behera 	Warranty 	EPOS Enterprise 	2 	Agent 	Slow troubleshooting 	Basic probing missing, not calling 
216738 	Sven Thiele 	Warranty 	EPOS Enterprise 	1 	Agent 	Not Calling 	No calls made when the customer did not respond 
216926 	Ritesh Kumar 	Gaming 	EPOS Gaming 	1 	Agent 	Poor communication 	Writing in English to a German Customer 
220190 	Jeet Behera 	Gaming 	EPOS Gaming 	2 	Agent 	Incorrect answers 	Wrong Troubleshooting 
220941 	Ritesh Kumar 	Gaming 	EPOS Gaming 	1 	Agent 	Incorrect answers 	Wrong answer about earpads 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Not Calling 	1 
Slow troubleshooting 	2 
Agent Total 	3 
Customer 	Incorrect Survey Feed 	1 
Responsiveness 	1 
Customer Total 	2 
Procedure 	Troubleshooting 	1 
Warranty policies/procedure 	5 
Procedure Total 	6 
Product 	Compatibility 	2 
Quality 	1 
Product Total 	3 
Sales 	Contact customer 	1 
Website purchase 	1 
Sales Total 	2 
Grand Total 		16 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Incorrect answers 	2 
Poor communication 	1 
Agent Total 	3 
Customer 	Incorrect Survey Feed 	2 
Misunderstanding 	2 
Responsiveness 	3 
Customer Total 	7 
Procedure 	Troubleshooting 	2 
Warranty policies/procedure 	8 
Procedure Total 	10 
Product 	Compatibility 	2 
Feature 	2 
Quality 	1 
Spare Part 	1 
Product Total 	6 
Grand Total 		26 

Regards, 
Pritish Nandi