Subject: RE: CSAT Dropping
From: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Pravesh Singh <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>, deeksha <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Thu, 11 Aug 2022 10:25:47 +0000

Hi Pritish,

Thank you for the detailed report.

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>
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From: Pritish Nandi <[email-masked]>
Sent: 11. august 2022 11:45
To: Josephine Veena Dorairaj (JVDO) <[email-masked]>
Cc: Pravesh Singh <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; deeksha <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: CSAT Dropping

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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]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>, "Pravesh Singh" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[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
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