Subject: Quality Audit Feedback for Theo (5 Calls)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Fri, 24 Sep 2021 04:04:36 -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-1632148773-15092947257-6503 
Understanding issue and paraphrasing 	yes 	Understood customers reason for the call in 1 go 	Call Duration : 2 mins 25 seconds 
Collected/verified details as per the requirement/ issue/call 	No 	captured cutomers zip code however did not verified customers name and missed to provide order details 	
Resolution provided was appropriate or not? 	No 	Complete resolution and details not provided as required ( missed to provide answere to cutomers quries regarding why he account was deducted and she wanted to know the details) however advised about the company details (HFL solotions) 	
Customer service skills shown or not like empathy/apology as required? 	No 	No apology done, did not explained how autoship orders work so that customer is aware how it works 	
Closing and branding 	No 	Closing was proper however missed to brand HFL 	
			
Call Score : 3 			
			
		Call comments and Details : Customer called in as she wanted to know which company it was as her account was debited for the autoship order, Theo advised about company details (HFL Solutions) however she missed to answer her queries completely as to why her account was debited and did not explained the process of autoship. 	Lowlights : Need to work on Listening skills and comprehension and need to answer all customer's queries and also missed to verify her details like her name, order details and did not explained about autoship orders and how it works, responses need to be clear, should provide website address as well and give details as required 

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-1632148429-+14053155155-6503 
Understanding issue and paraphrasing 	yes 	Was able to understand customer's reason for call in 1 go 	Call Duration : 1 mins 30 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's zip code and fetched the order details and verified it as well. 	
Resolution provided was appropriate or not? 	Yes 	Cancelled the auto ship order as per customer's request 	
Customer service skills shown or not like empathy/apology as required? 	Yes 	Customer service and other soft skills were followed as per process 	
Closing and branding 	No 	Closing was appropriate however missed to brand HFL 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to cancel his auto ship order 	Lowlights : No major concerns found in this call and she followed customers request and cancelled it however missed to find out the reason as to why he wanted to cancel it which should have been done to understand the reason 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	No 	no opening after saying hello, 	auto-1632427338-16037764578-6503 
Understanding issue and paraphrasing 	yes 	was able to understand customer's reason of call in 1 go 	Call Duration : 5 mins 07 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customers zip code details to check previous order and verified her details as well 	
Resolution provided was appropriate or not? 	No 	Call was disconnected while processing the order, no cb done and order was not processed however she answered customer's questions and queries and advised about the offers available for Choloesterol Optimizer 	
Customer service skills shown or not like empathy/apology as required? 	No 	took too much time to process the order 	
Closing and branding 	NA 	NA as the call got disconnected abruptly 	
			
Call Score : 5 			
			
		Call comments and Details : Customer called in to order Choleslo and also wanted to know the reason for the change of name and why the product is not working the same, 	Lowlights : No proper opening on the call, took too long to fetch the details and place the order which might have resulted in customer disconnecting the call, need to work on dead air and multiple holds if it is not required on the call, also need to work on responses like "hello sir" and need to be more professional and proactive in approach 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	No 	no opening at all, no branding and self introduction 	auto-1632429664-+18587937028-6503 
Understanding issue and paraphrasing 	yes 	Understood customer's reason of call in 1 go 	Call Duration : 9 mins 58 seconds 
Collected/verified details as per the requirement/ issue/call 	No 	collected customer's details however she was not able to fetch the details for a long time and still not able to get correct details 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided (advised customer to return the product for refund to be issued) 	
Customer service skills shown or not like empathy/apology as required? 	No 	took too long to resolve/ close the call, no empathy shown on the call for customer regarding his medical condition 	
Closing and branding 	Yes 	Closing was proper and also branded HFL 	
			
Call Score : 5 			
			
		Call comments and Details : Customer called in as he recd the product : BFO and advised about his disease and problems, wanted to send it back as the doctors advised him not to use BFO and so he wanted to return the product 	Lowlights : Need to work on how to fetch customer's order details quickly and correctly and need to work on listening and comprehension skills as well, was not able to get the customer details correctly and asked for e-mail address and still not able to access his order details and asked for his phone no. and then his order no, took too long on the call to advise customer to return the product for getting refund 

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-1632432434-+19528080904-6503 
Understanding issue and paraphrasing 	No 	Did not even asked about the reson for the call 	Call Duration : 10 mins 36 seconds 
Collected/verified details as per the requirement/ issue/call 	NA 	NA 	
Resolution provided was appropriate or not? 	No 	Could not answer customer's questions properly and appropriately, 	
Customer service skills shown or not like empathy/apology as required? 	No 	need to work on customer service skills and interrupted her/repeated what she said, incorrect information provided ( no of tablets is 60 in bottle and she mentioned something else) 	
Closing and branding 	No 	there was no response from her when she mentioned she needed to checking the shipping charges and was on 	
			
Call Score : 3 			
			
		Call comments and Details : customer called in as she wanted to know about the online promotion for Deep sleep product and did not get the offer online as mentioned 	Lowlights : She was unable to answer consultants's queries, her responsed were contradictory and inconsistent, customer was waiting for her to provide answer however she did not get bavk once she mentioned she would check the details and customer finally hung up, she was not confident at all