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, 18 Oct 2021 05:01:00 -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-1634233992-+13017758458-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer 	Call Duration : 6 mins 32 seconds 
Did he/she accessed customer details/order and verified customer name ? 	NA 	She accessed customer details/order and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution ( changed shipping address and added supplements as per customer 	
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes 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 	No 	Missed to empathise customer for products not recd, need to thank customer for the information provided, need to work on listning and comprehension skills as she was unable to understand customer in 1 go 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns/queries 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Asked customer if there is anything else that she could help her with. 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 9 		Call comments and Details : Customer called in and mentioned he did not recd his supplement as he moved to another address 	Lowlights : Missed to empathise customer for products not recd, need to thank customer for the information provided, need to work on listning and comprehension skills as she was unable to understand customer in 1 go 

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-1634235481-+19072320911-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer 	Call Duration : 3 mins 07 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	accessed customer's account/order details and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution (cancelled auto ship order) ticket 111423 	
Mentioned notes/updated ticket as applicable? 	Yes 	updated notes 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 	No 	She did not answered customer's queries effectively when he mentioned the product did not work/was not impressed with it, customer was not able to understand her clearly in 1 go, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged cutsomer's concerns/queries effectively 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Asked customer if there is anything else that she could help him with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL 	

			
Call Score : 9 		Call comments and Details : Customer called in to cancel auto ship order for AV 	Lowlights : She did not answered customer's queries effectively when he mentioned the product did not work/was not impressed with it, customer was not able to understand her clearly in 1 go and she needs to be clear and slow while speaking 

Best Regards, 

Thanks 
Amit