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: Tue, 19 Oct 2021 04:36:09 -0700 (MST)

Hi Harsh, 

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 branded HFL as well 	auto-1634238732-+15862482910-6503 
Offered assistance to the caller or not? 	Yes 	offered assistance to the customer 	Call Duration : 2 mins 20 seconds 
Did he/she accessed customer details/order and verified customer name ? 	No 	Accessed customer's details and order details however did not verify customer' details, 	
Offered solution/escalated to right dept? 	Yes 	Offered solution (advised about the tracking details and ETA via e-mail) 	
Mentioned notes/updated ticket as applicable? 	NA 	not able to check the ticket details as tool was not working 	
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 	No empathy/apology for product not recd, customer was unable to hear him properly due to voice issue/clarity issues, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer queries/concerns and answered them effectively 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Asked if there was anything else that he could help him with? 	
Closing and branding followed or not? 	Yes 	Closed the call and branded as well. 	

			
Call Score : 8 		Call comments and Details : Customer called in as he did not recd his product which was order and wanted to know the tracking status. 	Lowlights : Accessed customer's details and order details however did not verify customer' details, No empathy/apology for product not recd, customer was unable to hear him properly due to voice/clarity issues, 

Best Regards, 

Thanks 
Amit