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: Wed, 20 Oct 2021 04:39:04 -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-1634253202-+18567774628-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer 	Call Duration : 16 mins 39 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	She accessed customer's order and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution (processed order on autoship as per the customer's request) 	
Mentioned notes/updated ticket as applicable? 	Yes 	updates notes in UC 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Unexplained long dead air on the call, unable to capture card details correctly in 1 go and customer had to repeat, missed customer service verbiage which includes please and thank you once customer provides the details, took too long to process the order and should work on it to minimize it 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer concerns/queries 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 customer if there was 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 to resume Auto ship order for BPO and BFO 	Lowlights : Unexplained long dead air on the call, unable to capture card details correctly in 1 go and customer had to repeat, missed customer service verbiage which includes please and thank you once customer provides the details, took too long to process the order and should work on it to minimize it 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	NA 	outbound call to understand why customer called HFL earlier 	auto-1634595368-374-0517194807167 (outbound) 
Offered assistance to the caller or not? 	NA 	outbound call 	Call Duration : 02 mins 46 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	She accessed customer's order details and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Advised customer about the order for DSF which was done earlier 	
Mentioned notes/updated ticket as applicable? 	NA 	ticketing system not accessible 	
Did he/she demonstrate active listening skills? 	No 	Need to work on active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	She was unable to understand what customer tried to convey in 1 go and he had to repeat, on many instances, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer concerns/queries and answer them effectively 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	NA 	Outbound call 	
Closing and branding followed or not? 	NA 	Outbound call 	

			
Call Score : 8 		Call comments and Details : Customer called in as his bank account was put on hold and HFL's no was given in reference to that 	Lowlights : Need to work on active listening skills, She was unable to understand what customer tried to convey in 1 go and he had to repeat, on many instances, explanation could have been better and should have advised customer that bank might have put the amount on hold for his authorization of the transaction done 

Best Regards, 

Thanks 
Amit