Email Report

Dear Mobin Bhai,

On the successful completion of Training program 2014, please find below the necessary information
which we would like to highlight in order to conclude our recommendations:

 As the training is being held only once yearly, every customer service agent is entitled to attend a
single one day session (5.5 hours leaving out the breaks) during one whole year.

 Also be informed that our recent practice for the last few years is to give up approximately 1.5
hours of the session to their line managers to address the operational issues to the agents,
which leaves us with only 4 hours to run the training.

 To sum up, 4 hours brush-up is what these agents are getting in a whole year for their
grooming in Customer Service/and other Service updates by the Trainers.

As it is, a training program is the only opportunity to get a grooming on soft skills/customer service by
means of hands-on activities, role plays and others, which eventually brings in a significant positive
impact on their performance, we feel the necessity of:

 Running the Training twice in a year, knowing that training shall be held only on Fridays, which
does not hamper the operation at the front-end

 Keep the training content within the Soft Skills/Customer Service Etiquettes/Product & Service
updates only, that is, leaving out the operational part, from the session, knowing that line
managers can reach out to the agents anytime (apart from the training hours) to advise them on
operational feedbacks

Appreciate your support on the above. Thank you.

Regards,

Manzoor