Notes

incident_id agent_id link
Email audits:

1. IN2008250617426124123 tpmflex19.496514 Email :

cx did not ask for reinstate he just want to place order as old order not reached at his place, so agent should need to share info about the product availability with cx.


2. IN2009031425498354173 tpmflex19.496514 Email: correct info

3. IN2009051627362642100 tpm.524452 Email:

agent should share : We would like to let you know that you can call on our toll-free number 1800 208 9898.

tagging not correct

4. IN2009051556302197205 tpm.524452 Email :

agent failed to use : We are sorry that it’s taken us longer than expected to respond to your email due to high contact volumes we’re experiencing at the moment.

nrr case : agent pitch : We would love to hear from you. Please share feedback about your experience by completing the email survey you’ll get shortly.


5. IN2009031354343089485 tpmflex19.496514 Email :correct info

6. IN2008282059450570528 tpmflex19.496514 Email: correct info

7. IN2009061204403227096 tpm.524452 Email:

product eligible for return but agent deny to customer but agent failed to check the order history


calls audits:


1. IN2008251835052133328 tpm.528465

http://10.47.6.239/zones/tixc/calls/08c8181d-a52e-4bca-aeb5-6e71011fa621/stream?mode=default

RNR CALL

AGENT did not write ''Thanks for writing in.''

2. IN2008251703376616849 tpm.528465

http://10.47.6.239/zones/tixc/calls/3ac7897f-0e8f-4557-a715-31ff88f852b4/stream?mode=default
RNR CALL

AGENT did not write ''Thanks for writing in.''


3. IN2008252305039621981 tpm.530914

http://10.47.6.239/zones/tixc/calls/836f4b46-8a54-49eb-9a47-cedf63c9755e/stream?mode=default

- did not confirm is this the right time to talk
- agent failed to check the history and cx email
- interruption
- did not apologies to cx
- did not empathized the cx
- did not answer the customer query
- did not share complete refund info with the cx
- did not sent refund sms and also not mentioned in notes

4. IN2008262212397181603 igsmt18.424347

http://10.47.6.239/zones/tixc/calls/04365cad-d172-416a-be6c-69d9ab91c2b1/stream?mode=default

- active listing
- call disconnected between hold

as per agent notes :

od calling : getting an error while call and unabke to provide info and also unable to hear voice and also unable to put of from hold


5. IN2008261922319288498 tpm.502921

http://10.47.6.239/zones/tixc/calls/fdf196be-91b0-463b-8104-baf94bbf95dd/stream?mode=default

- agnet did not mentioned notes properly about the info as agent share info about the cancellation of cx order , share info about this order status and career related info also share with cx
Ask customers to visit Flipkart's career page. http://www.flipkartcareers.com/

6. IN2008262351502341771 tpm.502925

http://10.47.6.239/zones/tixc/calls/c55ae2d3-2e51-4f79-97ee-4ff07e052827/stream?mode=default

- agent share info and cx disconnected the call


7. IN2008260621296203365 tpm.502925
http://10.47.6.239/zones/tixc/calls/60168e6f-1292-4173-8bfb-65f5024caf9a/stream?mode=default

- cx disconnect the call
- agent should need to tag call drop issue type

8. IN2008262143283177252 tpm.517990

http://10.47.6.239/zones/tixc/calls/fd980241-9ac1-470d-b030-9c1ace4ef4bc/stream?mode=default

RNR CALL

AGENT did not write ''Thanks for writing in.''


9. IN2008261131129401680 tpm.528465

http://10.47.6.239/zones/tixc/calls/4d5ddef1-ec45-4af5-8830-bafcb7f75ea1/stream?mode=default

RNR CALL

AGENT did not write ''Thanks for writing in.''

10. IN2008261643211220486 tpm.528465

http://10.47.6.239/zones/tixc/calls/685c0409-991d-46c2-9317-2abadf2b77f1/stream?mode=default

- correct action
- do not use assign word over the call
- casual call


11. IN2008221747186399338 tpm.530912

http://10.47.6.239/zones/tixc/calls/a071b087-db54-4390-b963-1de8f80bedad/stream?mode=default

- no voice from both side but still agent tag this under call back and close that incident

12. IN2008251115517316064 igsmt18.424347

http://10.47.6.239/zones/tixc/calls/691eb098-d5b2-49e4-95ff-4230f91b5f4b/stream?mode=default
- agent failed to apologies to cx
- agent failed to confirm anything else info if cx want
- did not pitch the survey


13. IN2009020018561546185 tpm.517990
http://10.47.6.239/zones/tixc/calls/efd39c1d-ba3d-4b35-a940-e7176c7d44a1/stream?mode=default

- agent use the frustration word
- agent did not deny for incomplete accessory delivery instead of replacement or refund
- multiple times sorry

14. IN2009032219166386381 tpm.517990

http://10.47.6.239/zones/tixc/calls/9951d398-2f97-4ce3-8370-644eaf0fb8d9/stream?mode=default

it s not a RNR CALL its only call drop issue so agent should tag under call drop

15. IN2008281615062277525 tpm.518194

http://10.47.6.239/zones/tixc/calls/e96046b4-b4ea-48a1-b7d9-bca4609c992a/stream?mode=default

- rnr call but agent close as duplicate as he mentioned already info shared

16. IN2009032132503663830 tpm.518194

http://10.47.6.239/zones/tixc/calls/214e9dff-3444-45c4-982e-430ee3692650/stream?mode=default

- rnr call but agent did not share any rnr template and directly done the tagging only mentioned rnr


17. IN2009032307277913872 tpm.530913
http://10.47.6.239/zones/tixc/calls/a319380e-61d4-44c3-933b-f00a2ca90c8c/stream?mode=default


18. IN2009062120495478531 tpm.502925
http://10.47.6.239/zones/tixc/calls/49066171-e061-495c-b663-6bfce60400e7/stream?mode=default


19. IN2009052046193161515 tpm.524443
http://10.47.6.239/zones/tixc/calls/dcd06ec2-08da-4dbc-80af-909b87f01936/stream?mode=default


20. IN2008251818405584063 igsmt18.424347

http://10.47.6.239/zones/tixc/calls/862c2f94-6cb0-4ba4-8391-3b0140660ea1/stream?mode=default


21. IN2009072135087562103 tpm.502925
http://10.47.6.239/zones/tixc/calls/1cd8e41c-3921-4f90-bde1-29c432d1c050/stream?mode=default


22. IN2009032239404463256 tpm.502925
http://10.47.6.239/zones/tixc/calls/51f5cae9-2f70-4855-9f42-48f198afb753/stream?mode=default


23. IN2009070741282153669 tpm.502925
http://10.47.6.239/zones/tixc/calls/b1009c74-458d-44b3-b965-019a292a3203/stream?mode=default

24. IN2009072256049070757 tpm.517990

http://10.47.6.239/zones/tixc/calls/aeb05ac2-795f-44a2-b9d3-1db9f27fb41d/stream?mode=default


25. IN2009031959424285649 tpm.518194

http://10.47.6.239/zones/tixc/calls/21aeec73-96f3-424d-9c0d-5cf438e8ac9c/stream?mode=default


26. IN2008271731052083101 tpm.517990

http://10.47.6.239/zones/tixc/calls/607b9866-fcb3-4a10-83dc-26f0e5be5618/stream?mode=default


27. IN2008300643588748785 tpm.502925

http://10.47.6.239/zones/tixc/calls/9f58e117-1fe6-4e98-b5b3-960de6d2654f/stream?mode=default


28. IN2009010037429368557 tpm.502921

http://10.47.6.239/zones/tixc/calls/0e1225da-1c73-434e-8ed0-9f3152c93d36/stream?mode=default