Subject: Re: Long Call Audits
From: Deeksha Dadu <[email-masked]>
To: "Pravesh Singh (LSM)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>
Date: Wed, 3 Aug 2022 07:40:53 +0000

Hi Pritish,

Did you have a chance to speak with Sebastian?

@Pravesh Singh<mailto:[email-masked]> Thanks Pravesh. Did you have a chance to audit yesterday? If yes, please share those as well.

Also, if you get time today, please see if you can audit Japanese agent, Abhishek and Jeet tonight. Thanks

Regards,
Deeksha

________________________________
From: Pravesh Singh <[email-masked]>
Sent: Tuesday, August 2, 2022 3:48 AM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Long Call Audits

Hello Pritish,

Most of Sebastian's long calls are EN calls. I think he is having trouble comprehending with the customers. Please take a look at the reports and let me know if you need the recordings. Likewise, most of Adelina's calls are German, but she has mentioned in every call notes that what was the reason for the long calls.

Ticket Number   Start Time      End Time        Talk Time       Agent   Ring Group Country      Feedback        Remarks
236158  7/19/2022 18:05 7/19/2022 18:30 0:24:37 Sebastian Constantin Coldea     uk_enterprise   Product Information     Downloaded EC mobile app, not detecting and the app must be installed to pair the headset. Didn't know how to put the headset into pairing mode. The user kept turning on and off; the agent couldn't advise what was the correct procedure to put the headset into pairing mode. It was an FCR call.
236872  7/22/2022 15:12 7/22/2022 15:37 0:23:41 Sebastian Constantin Coldea     german_enterprise       Call handling   Getting beep tone while watching videos if there is a notification. Configure BTD 800 as default communication device?? Call was stretched as agent decided to change the sound setting over the phone.
238194  7/28/2022 19:38 7/28/2022 20:03 0:23:40 Sebastian Constantin Coldea     uk_enterprise   Troubleshooting over the phone  D 10 USB needs to be connected to the main power supply if it's connected to a phone. The phone model isn't in the CG; the agent should've either escalated the ticket to L2. Or, should've checked the phone setting. Repetitive questions, troubleshooting over the phone took more than expected time.
234072  7/8/2022 19:42  7/8/2022 20:05  0:22:17 Sebastian Constantin Coldea     netherlands_enterprise  Attention to the details        GTW 270 known issues reported. Repeated questions (led status, pairing behavior). The agent should've confirmed the led on the earbuds and created a support ticket instead of redirecting to the reseller.
236322  7/20/2022 13:53 7/20/2022 14:15 0:22:08 Sebastian Constantin Coldea     india_enterprise        Comprehension issue     Having a hard time understanding the customer and asking repeated questions. Took more than expected time understanding the model/issue and contact details.
235785  7/18/2022 12:38 7/18/2022 12:59 0:20:24 Sebastian Constantin Coldea     india_enterprise        Comprehension issue     The user took like 3 min to confirm the headset model. Slow troubleshooting - the headset was tested using the USB cable and internal BT. Why do we need to test with the dongle? Repeated questions, took time understanding the issue.
233451  7/6/2022 19:26  7/6/2022 19:45  0:18:54 Sebastian Constantin Coldea     uk_enterprise   Call handling   Repeated questions (issue type, QTY, Setup). The agent understood the HS model after 12 min of calls. The agent had no idea about SDW-D 1 dongle.
233766  7/7/2022 18:40  7/7/2022 19:09  0:27:46 Adelina Paula Bartes    german_enterprise       Ok      German call, as per the agent call notes  the customer wanted to perform troubleshooting over the phone.
236173  7/19/2022 19:11 7/19/2022 19:37 0:25:18 Adelina Paula Bartes    german_enterprise       Ok      German call, as per the agent call notes  the customer wanted to perform troubleshooting over the phone.

I will listen to the other agents long calls and share the report by tomorrow.

Best regards,
Pravesh Singh

________________________________
From: "Pritish Nandi" <[email-masked]>
To: "Pravesh Singh" <[email-masked]>
Cc: "deeksha" <[email-masked]>, "saurabh" <[email-masked]>
Sent: Friday, July 29, 2022 11:09:25 AM
Subject: Long Call Audits

Hi Pravesh,

Could you please do some audits for Long calls. Please pick the calls with max duration. Just quickly check the reasons. Pick up the agents with high number of long calls. We will then speak to these people and share feedback.

We have few long calls (Inbound + Outbound) in July 2022. We need to reduce them so that we do not get any client complaint.

Currently the long call % is:

Inbound: 5.81%
Outbound: 1.59%

We should target to keep it below 5% so that we are able to pick more calls and less calls are abandoned.

Row Labels      inbound outbound        outbound_missed Grand Total     Long Calls
Tiantian Xiang  226     151     160     537     29
Sebastian Constantin Coldea     180     31      29      240     15
Arjun Hurry     109     60      1       170     13
Jeet Behera     79      202     12      293     13
Adelina Paula Bartes    94      204     106     404     7
Grace Boussi    118     107     32      257     6
Ismael Zakaria  112     35      9       156     6
Josie Lau       183     88      113     384     4
Sven Thiele     142     220     95      457     3
Shivangi        120     61      14      195     2
Pravesh Singh   46      84      8       138     2
Denisa Magda    70      65      50      185     1
Abhishek Tripathi       14      41      44      99      1
Mary Grace Matsumoto    28      43      22      93      0
Grand Total     1566    1441    716     3723    114

Regards,
Pritish Nandi