Subject: Quality Audit Feedback for Theo (4 Calls)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Fri, 1 Oct 2021 04:47:09 -0700 (MST)

Hi Theo, 

Please find the details for the calls audited: 

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 HFL. 	auto-1632946508-17602593851-6503 
Understanding issue and paraphrasing 	Yes 	was able to understand customers reason of call in 1 go 	Call Duration : 3 mins 30 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected zip code to pull up customers details and verified hiis name as well to make sure she is working/accessing the right order/account 	
Resolution provided was appropriate or not? 	Yes 	Resolution was provided and she updated the billing and shipping address 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to use acknowledgement words, please and thank you while looking for details and once details are recd, Need to work on listening skills as she was unable to capture the address details in 1 go, also needs to listen carefully and make notes and then if anything needs to be verified she could do that and does not need to repeat details whils cx gives her the address details 	
Closing and branding 	Yes 	Closed the call properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : customer called in to change the shipping address for the auto ship address 	Lowlights :Need to work on listening skills as she was unable to capture the address details in 1 go, also needs to listen carefully and make notes and then if anything needs to be verified she could do that and does not need to repeat details whils cx gives her the address 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 HFL. 	auto-1632949261-+12036165855-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 2 mins 2 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected zip code to pull up customers order and also verified his name to make sure if she has the right order/ is accessing the right account 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided ( advised customer that his order was placed successfully and gave confirmation as well) 	
Customer service skills shown or not like empathy/apology as required? 	No 	wrong order details (quantity of supplements) provided to customer, need to use power words and acknowledge customer, ROS too high and need to work on clarity as customer was unable to understand her in 1 go 	
Closing and branding 	No 	Closed the call properly however missed to brand HFL 	
			
Call Score : 7 			
			
		Call comments and Details : customer called in to check and verify if his order has been placed as he did not recd any confirmation for the order 	Lowlights : wrong order details (quantity of supplements) provided to customer, need to use power words and acknowledge customer, ROS too high and need to work on clarity as customer was unable to understand her in 1 go, missed to brand HFL while closing the call, need to be short and simple and stick to information/details which customer is looking for. 

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 HFL. 	auto-1632952592-+14022577138-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call 	Call Duration : 15 mins 44 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Verified customer's details and his name 	
Resolution provided was appropriate or not? 	Yes 	Resolution was provided and she placed order for the customer as per his needs 	
Customer service skills shown or not like empathy/apology as required? 	No 	Customer was sometimes unable to understand her due to high ROS and clarity issues, need to work on listening skills and take notes for the orders and verify it with customers to make sure it is correct and as per customers request, responses need to be more professional and if she is not able to understand cx she needs to ask "I beg your pardon and ask about it again" 	
Closing and branding 	Yes 	Closed the call properly and branded HFL 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to get back to auto ship for his orders and wanted to place order as well 	Lowlights : Customer was sometimes unable to understand her due to high ROS and clarity issues, need to work on listening skills and take notes for the orders and verify it with customers to make sure it is correct and as per customers request, responses need to be more professional and if she is not able to understand cx she needs to ask "I beg your pardon and ask about it again" 

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 HFL. 	auto-1632958326-16515288594-6503 
Understanding issue and paraphrasing 	Yes 	understood customers reason of call in go 	Call Duration : 03 mins 09 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	collected her zip code details and confirmed her name as well 	
Resolution provided was appropriate or not? 	Yes 	Cancelled her auto ship order and updated the notes in order 	
Customer service skills shown or not like empathy/apology as required? 	No 	Customer was unable to understand her in 1 go due to high ROS and clarity issues 	
Closing and branding 	Yes 	Closed the call properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to cancel her auto ship order 	Lowlights : Customer was unable to understand her in 1 go due to high ROS and clarity issues 

Thanks, 

Regards 
Amit