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: Thu, 14 Oct 2021 04:39:51 -0700 (MST)

Hi Theo, 

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

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 branded HFL as well 	auto-1634052995-+13477521132-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	Call Duration : 7 mins 34 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer details and verified his name as well 	
Offered solution/escalated to right dept? 	No 	She mentioned she would send him the link for money gurantee from HFL, escalate it to the shipping dept and mentiond that would get back however no notes mentioned in ticket/no new ticket was created, resolution needed to be followed as per the document "How to handle returns/refunds/autoship club membership cancellation" which was not followed and he was not offered 50% refund 	
Mentioned notes/updated ticket as applicable? 	No 	No notes mentioned in the ticket no 110755 regarding the issue which was escaled to shipping dept.however notes were updated in UC 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Overall call was handled well, she apologized as well for products not working as desired, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and concerns and answered them 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	She asked if there is anything that she could help him with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 8 		Call comments and Details : Customer called in to to hold/cancel his membership as doctor advised him to do so and advised him to continue his medicines 	Lowlights : She mentioned she would send him the link for money gurantee from HFL, escalate it to the shipping dept and mentiond that would get back however no notes mentioned in ticket/no new ticket was created, resolution needed to be followed as per the document "How to handle returns/refunds/autoship club membership cancellation" which was not followed and he was not offered 50% refund, No notes mentioned in the ticket no 110755 regarding the issue which was escaled to shipping dept.however notes were updated in UC 

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 branded HFL as well 	auto-1634077490-+19174940308-6503 
Offered assistance to the caller or not? 	Yes 	offered assistance 	Call Duration : 3 mins 10 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	She verified customer's name 	
Offered solution/escalated to right dept? 	No 	She was unable to understand customer's question even after repeating it 	
Mentioned notes/updated ticket as applicable? 	Yes 	She created a ticket 111374 for the query and advised her to send e-mail, 	
Did he/she demonstrate active listening skills? 	No 	was not able to understand customer's question 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Responses need to be better in case the question is related to medical terminology which she is not aware of she could have advised her to go thru the ingredients and send link for it and mention in the first go about the details mentioned in the document "Are there any side-effects?" and if she still insists she could have asked her to raise a query thru the website to Dr. Sam Robbins so that it could be answered, need to work on listening and comprehension skills to understand customer's query/response in 1 go. 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Unable to understand the query 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	NA 	call disconnected by customer 	
Closing and branding followed or not? 	NA 	call disconnected by customer 	

			
Call Score : 6 		Call comments and Details : Customer's spouse called in to know if AV causes raised Liver count 	Lowlights : Responses need to be better in case the question is related to medical terminology which she is not aware of she could have advised her to go thru the ingredients and send link for it and mention in the first go about the details mentioned in the document "Are there any side-effects?" and if she still insists she could have asked her to raise a query thru the website to Dr. Sam Robbins so that it could be answered, need to work on listening and comprehension skills to understand customer's query/response in 1 go, She was unable to understand customer's question even after repeating it 

Best Regards, 

Thanks 
Amit