Subject: Quality Audit Feedback for Harsh
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Sat, 9 Oct 2021 04:52:21 -0700 (MST)

Hi Harsh, 

Please find the details for the calls audited (2 calls) : 

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-1633565369-+12092619265-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 5 mins 54 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Accessed customer's details with phone no. 	
Resolution provided was appropriate or not? 	Yes 	Resolution Provided ( ordered AV for customer ) 	
Customer service skills shown or not like empathy/apology as required? 	Yes 	was proactive and answered customer's queries and questions however need to use please and thank you whenever required 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well 	
			
Call Score : 9 			
			
		Call comments and Details : Customer called in to order AV 	Lowlights :need to use please and thank you whenever 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 HFL. 	auto-1633568570-+12086608604-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 7 mins 17 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's details needed for placing order 	
Resolution provided was appropriate or not? 	Yes 	Answered customer's queries and questions 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to be customer centric and ready to help, responses need to be better and should not say "OK", need to work on listening skills and comprehension 	
Closing and branding 	No 	MIssed closing and also missed to brand HFL 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in to order BFO however did not go ahead with it as he did not wanted to pay for shipping and cancelled the order 	Lowlights : Need to be cutomer centric and ready to help, responses need to be better and should not say "OK", need to work on listening skills and comprehension, missed closing and also missed to brand HFL 

Best Regards, 

Thanks 
Amit