Notes

VOC: My order is not written.
Email Synopsis: The customer contacted us from the non-order so the agent has asked the customer for the exact order details.
Area of improvement CE: Na.
Area of improvement NCE: Na.


1. Grammatical error.


2. Closing- Failed to pitch the survey.



1. Punctuation error.




2. Grammatical error.



2. Closing- Failed to pitch the survey line.


1. Grammatical error.


1. Apology- No need to apologise the customer as the customer didn't raise any complaint.
2. Grammatical error.


1. Comprehension- The agent should not have to mention the delay in the response statement within 72 hours.


1. Grammatical error.



VOC: Please give me a call back to discuss further. Why my order is getting delayed. Please give me a call back to discuss further.
Call Synopsis: The customer confirmed over the call that the issue has been resolved no further action required so the agent has close the case as per the customer's confirmation.
Area of improvement CE:- Na.
Area of improvement NCE:
1. Empathy- Failed to empathize the customer.
2. Closing- Failed to ask the further assistance.



1. Active listining- The agent asked the customer to repeat.
2. Grammatical errors were observed over the call.
3. Fluency- Fillers were obserbed over the call.




2. Vocabulary- The agent said over the call: ''yaaa''.
1. Closing- Incorrect survey script pithched as per the yoda.
2. Fluency- Fillers were obserbed over the call.



1. Courteous & professional- Failed to addrees the customer by name in between the conversation.
2. Attention to detail- The agent failed to check the incident history on which date the customer has raised an isuse.
3. Closing- Failed to ask the further assistance.
4. Grammatical errors were observed over the call.


5. Closing- Incorrect survey script pithched.
1. Opening was not clear.
2. Failed to empathize the customer.
3. Incorrect survey script pithched.
4. Grammatical errors were observed over the call.
5. Vocab- The agent said over the call: ''inconvenince'' instead of trouble.
6. Fluency- Fillers were obserbed over the call.

Attention to detail


1. Closing- Incorrect survey script pithched as per the yoda.


1. Courteous & professional- Intruption observed over the call.
2. Grammatical errors were observed over the call the agent said ''achaa'' over the call.


1. Apology- Failed to apologise the customer.
2. Empathy- Failed to empathize the customer.
3. Active listening- The customer asked the agent to repeat multiple times.
4. Courteous & professional- Failed to addrees the customer by name in between the conversation.
5. Closing- Incorrect survey script pithched.
6.


1. Opening- Failed to confirm the customer name.
2. Empathy- Failed to empathize the customer.
3. Courteous & professional- Intruption observed over the call.
4. Closing- Incorrect survey script pithched.
5. Fluency- Fillers were obserbed over the call.



1. Apology- Failed to apologise the customer.
2. Empathy- Failed to empathize the customer.
3. Courteous & professional- Failed to addrees the customer by name in between the conversation.
4. Grammatical errors were observed over the call.
5. Fluency- Fillers were obserbed over the call.
6. Vocab- The agent said over the call: ''inconvenince'' instead of trouble.
7. Fluency- Fillers were obserbed over the call.




1. Fluency- Fillers were obserbed over the call.


1. Closing- Incorrect survey script pithched.
2. Grammatical errors were observed over the call.
3. Fluency- Fillers were obserbed over the call.


1. Courteous & professional- Failed to addrees the customer by name in between the conversation.


1. Closing- Failed to pitch the survey line.
2. Accent.


1. Empathy- Failed to empathize the customer.
2. Courteous & professional- Failed to addrees the customer by name in between the conversation.


1. Opening- Failed to check the right time.
2. Apology- Failed to apologise the customer.
3. Empathy- Failed to empathize the customer.
4. Closing- Incorrect survey script pithched.
5. Grammatical errors were observed over the call.
6. Vocab- The agent said over the call: ''inconvenince'' instead of trouble.
7. Fluency- Fillers were obserbed over the call.


1. Closing- No need to pitch the survey as the case was unresolved with the L2 team.
2. The agent said over the call: ''inconvenience''.






1. Apology- Failed to apologise the customer like we are sorry to let you know that at this moment we can assist you only in 'English or Hindi Language'.
2. Empathy- Failed to empathize the customer like i can understand that want to speak in the Telugu language.
3. Fluency- Fillers were obserbed over the call.


1. Grammatical error.




1. Grammatical error.



1. Grammatical error.

All attempts are exhausted so the agent has closed the case as a solved NRR.




1.


1. Apology- Failed to apologise the customer.
2. Empathy- Failed to empathize the customer.
3. Courteous & professional- Intrution observed over the call.
4. Closing- Failed to ask the further assistance.
5. Fluency- Fillers were obserbed over the call.


1. Closing- No need to pitch the survey as email id not updated to the customer account.


1. Empathy- Failed to empathize the customer by using statement like i can understand your concern about the delay.






2. Courteous & professional- Intrution observed over the call.
3. Speech- The rate of speech was high.
4. Closing- Incorrect: your feedback is really important to us. Please share your experience based on our conversation by completing the email survey that you'll get after this call.
Correct: {Customer_name}, your feedback is really important to us. Please share your experience based on our conversation by completing the email survey that you'll get after this call.



1. Closing- Incorrect: We would love to hear from you. Please share your valuable feedback about the support provided by completing the email survey you'll get shortly.




Correct: Ankur, we would love to hear from you. Please share your valuable feedback about the support provided by completing the email survey you'll get shortly.




1. Empathy- Failed to empathize the customer.
2. Courteous & professional- Failed to addrees the customer by name in between the conversation.
3. Closing- Failed to pitch the resolution survey.


1. Apology- Failed to apologise the customer.
2. Empathy- Failed to empathize the customer.
3. Grammatical errors were observed over the call.
4. Fluency- Fillers were obserbed over the call.


1. Attention to detail- Failed to edit the delay in the response statement post 72 hours.

1. Grammatical error.

2.

2. Spacing error.

2. Formating error.

3. Spacing error.

2. Failed to share the steps to update the email ID.


2. The agent should not have to mention the delay in the response statement within 72 hours.





2. Failed to edit the delay in the response statement post 72 hours.

2. Formating error.

2. Failed to edit the delay in the response statement post 72 hours.

2. Spacing error.

2. Grammatical errors.

1. Failed to edit the delay in the response statement post 72 hours.

1. Formating error.
2. Failed to share the steps to update the email ID.

2. Failed to edit the delay in the response statement post 72 hours.
3. Formating error.
4. Spacing error.

2. Failed to pitch the resolution survey.


2. Failed to edit the delay in the response statement post 72 hours.




1. Failed to check the right time for the conversation.
2. Failed to apologise the customer.
3. Failed to empathize the customer.
5. Long hold observed.
6. Grammatical errors were observed over the call.
7. The agent said over the call: ''aapka packaging'', ''aapko hold pe rakh sakti hu'' and ''aapka mail''.
8. Fillers and fumble obserbed over the call.
4. Failed to addrees the customer by name in between the conversation.


1. Failed to check the right time for the conversation.
2. Failed to empathize the customer.
3. Failed to inform the reson for the hold. Dead air more than 10 sec.
4. Failed to pitch the resolution survey.


2. Punctuation error.


2. Failed to edit the template.
3. Incorrect survey script pitched.


1. Failed to confirm the customer name. Failed to check the right time for the conversation.
2. Failed to apologise the customer.
3. Failed to empathize the customer.
4. The agent was blank over the call.


1 Failed to apologise the customer as the mentioned over the email that have to aad the protection plan.
2. Failed to empathize the customer.
3. Failed to use 'Thanks for the confirmation' over the call after the name exchange and right time for the conversation.
4. Grammatical errors were observed over the call.
5. Fillers and fumble obserbed over the call.
6. Incorrect survey script pitched.

Grammatically incorrect sentence.
Incorrect: We certainly understand your concern and sorry to hear that the order 'Adivasi Neelambari hair care Hair growth oil Hair Oil' you have received the product is different.
Correct: We certainly understand your concern and sorry to know that the order 'Adivasi Neelambari hair care Hair growth oil Hair Oil' you have received the product is different.

Incorrect: We would request you to kindly get back to us with the below details, so that we can assist you further:
Correct: We would request you to kindly get back to us with the below details so that we can assist you further:



Incorrect: While replying to the email, please be ensure that the subject line is not edited.
Correct: While replying to the email, please ensure that the subject line is not edited.


The agent should not have to mention the delay in the response statement within 72 hours.

Incorrect: Pickup address will remain same or not.
Correct: Pickup address will remain the same or not.

Opening failed to check right time, Long hold over the call, Failed to address the customer by name infillers, aapka packaging material aapko hold pe rakh sakti hu, gramaticall errors, empathy , apolgy





The agent said over the call: ''aapka packaging'', ''aapko hold pe rakh sakti hu'' and ''aapka mail''.


Opening right time, Hold protocol, empathy, failed to pitch the resolution survey
Incorrect information shared by the agent that i have escalated the issue to the concerned team and they will get back you within the next 24 hours.

Incorrect opening script used, Aapka refund, Failed to address the customer name , empathy appology

Failed to share the correct refund completed date over the call.

Incorrect survey script pitched.

https://10.47.7.183/v2-reports/2022-10-16/Disposition/INCIDENT-Disposition-Report-1000010035-TP_MOHALI-2022-10-16.csv?v=9f38e471-9cd3-4181-96a5-e74594569e26