Subject: Re: CSAT Dropping
From: Pritish Nandi <[email-masked]>
To: "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Cc: Pravesh Singh <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 11 Aug 2022 02:45:00 -0700 (MST)

Hi Josephine, 

Thank you for sharing this and sorry for the delay in reply. 

We are keeping an eye on this and will close above 4.30 in gaming. 

Right now we are sitting at 4.21 in Gaming and 4.45 in Enterprise in terms of CSAT 

We have done CSAT audits for Enterprise and gaming and found 5 agents errors where feedback were passed to them already. 

However, major reason for bad surveys were received on deniel of warranty either due to OOW or Damage which were highlighted to L2 before closing (as per the new procedure shared by Heta) 

Ticket ID 	Assignee 	Group 	Brand 	Rating 	Category 	Sub Category 	Remarks 
238876 	Mary Grace Matsumoto 	Gaming 	EPOS Gaming 	1 	Agent 	Poor communication 	Repeated questions/probing. User - just purchased this headset. Agent - 3 years ago. The customer contacted the reseller and asked for a refund. 
235559 	Abhishek Tripathi 	Gaming 	EPOS Gaming 	1 	Agent 	Incorrect answers 	Didn't escalate the ticket to L2 to gather the technical details. Pro-actively advised the customer to return the headset for a refund. 
237411 	Olyvia Malakar 	Gaming 	EPOS Gaming 	1 	Agent 	Misunderstanding 	Agent closed the ticket without discussing with L2 
237646 	Denisa Magda 	Gaming 	EPOS Gaming 	2 	Agent 	Incorrect answers 	Irrelevent questions asked. Did not call the customer on follow up 
240053 	Sven Thiele 	EPOS L1 	EPOS Enterprise 	2 	Agent 	Incomplete Resolution 	Did not share that the HS cannot be updated. Also did not share the steps to change VP 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Incomplete Resolution 	1 
Agent Total 	1 
Customer 	Misunderstanding 	1 
Responsiveness 	1 
Customer Total 	2 
Procedure 	Warranty policies/procedure 	3 
Procedure Total 	3 
Grand Total 		6 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Incorrect answers 	2 
Misunderstanding 	1 
Poor communication 	1 
Agent Total 	4 
Customer 	Incorrect Survey Feed 	2 
Customer Total 	2 
Procedure 	Warranty policies/procedure 	10 
Procedure Total 	10 
Product 	Compatibility 	3 
Quality 	1 
Product Total 	4 
Sales 	Website purchase 	1 
Sales Total 	1 
Grand Total 		21 

Regards, 
Pritish 

From: "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "Pravesh Singh" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Monday, August 8, 2022 5:13:12 PM 
Subject: CSAT Dropping 

Hi Both, 

The CSAT for Gaming has dropped from 4.22 to 3.97, its just the second week. But its better to keep an eye on it and encourage the agents to inform the customers about the surveys where the tickets are handled properly or if the customer is happy. 

Thank you! 

	

Venlig hilsen / Best regards 

Josephine Veena Dorairaj 
Technical Support Specialist, Global Support and Services 
+45 21684511 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ http://www.eposaudio.com/b20 ] 

[ https://www.eposaudio.com/ | eposaudio.com ] · Follow us here 	

[ https://www.facebook.com/eposaudiogaming ] [ https://twitter.com/eposaudiogaming ] [ https://www.linkedin.com/company/eposaudio ] [ https://www.instagram.com/eposaudiogaming ] [ https://www.youtube.com/eposgaming ]