Subject: Quality Audit Feedback for Theo (4 Calls)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Wed, 22 Sep 2021 04:33:27 -0700 (MST)

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	Yes 	Correct opening, introduced self and branded Client. 	auto-1632160077-15059276698-6503 
Understanding issue and paraphrasing 	Yes 	Understood the reason for the call in 1 go however responses need to be better and timely there were lot of dead air on the call and process was not smooth as expected however she placed the order for the customer succesfully. 	Call Duration : 9 mins 05 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	verified customer details, products which he needed to order, shipping address and took the card details required to place the order 	
Resolution provided was appropriate or not? 	Yes 	resolution was provided on the call (advised customer to clear cache and then placed the order as he was not able to do it) however response needs to be better (need to avoid dead air) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to work on listening/comprehension skills (was not able to understand what customer wanted to convey in 1 go and he had to repeat) 	
Closing and branding 	No 	Closing was appropriate and branded HFL as well however she disconnected the call while the customer was speaking and had some queries. 	

Call Score : 7 

Call comments and Details : Customer called in as he was not able to place the order, Dimpy advised troubleshooting and checked browser and placed order for him and gave the required details, 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	yes 	Correct opening, introduced self and branded Client. 	auto-1632154861-+14017420677-6503 
Understanding issue and paraphrasing 	No 	Unable to understand what customer wanted to convey/reason for the call in 1 go and paraphrased as well 	Call Duration : 2 mins 46 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	asked for customer's zip code to check the order details, 	
Resolution provided was appropriate or not? 	Yes 	resolution was provided on the call (cancelled the auto ship however did not explain about how it works) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Did not explain how auto ship works, no apology as well for auto ship as cutomer did not intended to get autoship 	
Closing and branding 	yes 	Closing was appropriate and branded HFL as well 	

Call Score : 7 

Call comments and Details : Customer called in as he was not sure why the order was on auto ship and he did not intended them to be, Theo was not able to explain the reason as to how it works and asked if he would like to cancel autoship and processed it. 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	yes 	Correct opening, introduced self and branded Client. 	auto-1632151908-+17073208304-6503 
Understanding issue and paraphrasing 	yes 	Understood customer's reason for call and products he wanted to order however paraphrasing was not done on time 	Call Duration : 12 mins 28 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	asked for customer's zip code to place order, confirmed shipping address as well 	
Resolution provided was appropriate or not? 	Yes 	resolution was provided on the call (ordered product as per customer) 	
Customer service skills shown or not like empathy/apology as required? 	No 	she verified customers details however did not make note of the product that needed to be ordered and verified it again however she answered customers questions and queries appropriately, lots of dead air on the call without any reason specified, need to work on verbiages used which sounds professional 	
Closing and branding 	No 	Closing was appropriate however missed to brand HFL 	
Call Score : 7 

Call comments and Details : Customer called in to place a new order, Theo verified and collected the details required to place the order sucessfully . 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	yes 	Correct opening, introduced self and branded Client. 	auto-1632150731-+12147189971-6503 
Understanding issue and paraphrasing 	yes 	Understood customer's reason for call however no paraphrasing done 	Call Duration : 2 mins 04 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	asked for customer's zip code to check order details 	
Resolution provided was appropriate or not? 	Yes 	resolution was provided on the call (escalate issue to shipping dept and they would get back via e-mail) 	
Customer service skills shown or not like empathy/apology as required? 	No 	no apology done for the products recd which would expire soon, missed to take notes and confirmed the expiration date again 	
Closing and branding 	No 	Closing was appropriate however missed to brand HFL 	
Call Score : 7 

Call comments and Details : Customer called in to inform that the product recd was nearing expiration in one month, Theo checked the order details and advised she would escalate the issue to shipping dept. and they would get back via e-mail.