Nothing else for now!

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Good morning from here. It's already 7:40am of 11th of August here in the Philippines. Hope you're doing well wherever you are right now. Before the end of the shift a while ago at 4:15am (Philippine time), I had a scheduled agent coaching with my supervisor. We discussed my performance from May to July 2022 in which in total of 3 months, I've got a low scores. He showed to me my monthly performances. May 2022 not good. June 2022 very good performance and July 2022 not good again. The following reasons that my May 2022 and July 2022 performances goes down because of majority of my chat conversations to the customers returned back. Let me share how it ends. After each conversation, we're asking the customers "Is there anything else before we end this conversation?" Majority of them will answer, "None" or "Nothing else for now!" or "That's all!" But majority of them also will contact us again within the day or within 120 hours because they forgot something to ask. As a customer, it doesn't matter to you whenever you like to contact the customer care chat. However, in our end, it affects that much in our scoring of performance because it means we oversee your future problems or issues or queries. On your first chat, your only query is about how to return and we assisted you in creating return label. We should predict also by means of educating you the timeframe of possible refund after returning. Just like in our process, the return timeframe is 14 days. Sighting an example, you've returned an item on July 1 and we've received your return on July 5. You've traced thru tracking number that we've already received your return. With that, you're going to contact us immediately asking for a refund. In which if we educate you during the creating of return label on June 30, the expected timeframe should be 14 days even if we received the items, there's still a series of inspection about your return. And if no refund after 14 days, feel free to contact on the 15th day for a manual refund. If you're going to contact us immediately, it will affect our scoring on Customer Resolution Response (CRR) in which our passing score will be 75%. In which last May 2022, I got 73%, June 79% and July 68%. Some of my low CRR last May and July comes from disconnected chat because of poor internet connection of the customer. I received their chat, stated the customer's concern. I replied. Then while checking some details of their query, customer got disconnected and reconnected after 20 seconds. That's affect my CRR score also.