Subject: Quality Audit Feedback for Theo
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Mon, 11 Oct 2021 04:57:38 -0700 (MST)

Hi Theo 

Please find the details for the call audited: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opened call, greeted customer, introduced self and HFL as well 	auto-1633822576-374-0517874623506 (outbound call) and auto-1633817730-374-0517874623506 
Offered assistance to the caller or not? 	No 	it was outbound call and should clearly state the reason for the call instead of saying how may I help you? 	Call Duration : 7 mins 34 seconds and 1 min 32 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	she accessed and verified customer details 	
Offered solution/escalated to right dept? 	Yes 	Offered solution as per the situation 	
Mentioned notes/updated ticket as applicable? 	Yes 	Notes updated in UC 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstarted active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Customer was not able to hear her in 1 go due to clarity issues, high ROS and need to be clear and slow while speaking to customer, need to work on verbiage that need to be used, customer experience was not good as he was unable to hear her every now and then 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	NA 		
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	NA 		
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 8 		Call comments and Details : Outbound call to customer as his transaction was not successful, she called him again in regards to the order placed earlier which was not processed and asked if he would like to process the order/ order it again 	Lowlights : Customer was not able to hear her in 1 go due to clarity issues, high ROS and need to be clear and slow while speaking to customer, need to work on verbiage that need to be used, customer experience was not good as he was unable to hear her every now and then and she still continued with the call 

Best Regards, 

Thanks 
Amit