Subject: HFL Audit
From: Amit Gupta <[email-masked]>
To: "Jet Jason, Paraiso. Gromea" <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Fri, 26 Nov 2021 05:18:27 -0700 (MST)

Hi Jason, 

Please find the analysis details for the calls audited for HFL Process. 

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-1637784047-+16234146076-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	Call Duration : 7 mins 57 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	accessed customer details/order and verified customer name 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and changed the order for AS as per customer's request 	
Mentioned notes/updated ticket as applicable? 	No 	Missed to mention notes and ticket number in Ultracart as per the call conversation 	
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 good call handling, discussed and asked questions regarded to understand about his order and changed it as per customer's request, also answered customer's queries 	
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? 	Yes 	asked if there anything else that I may help you with? 	
Closing and branding followed or not? 	NO 	Closed call however missed to brand HFL while closing 	

			
Call Score : 8 		Call comments and Details : Cx called in to add products to his AS subscription, 	Lowlights : Missed to mention notes and ticket number in Ultracart as per the call conversation, Closed call however missed to brand HFL while closing 

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-1637784695-+19168611435-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	Call Duration : 3 mins 30 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	accessed customer details/order and verified customer name 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and amended the order for AS as per customer's request 	
Mentioned notes/updated ticket as applicable? 	Yes 	Notes updated in UC 	
Did he/she demonstrate active listening skills? 	No 	Need to work on active listening skills as he was unable to understand Customer's name in 1 go 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Showed professionalism, customer service skills and soft skills as required 	
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? 	Yes 	asked if there anything else that I may help you with? 	
Closing and branding followed or not? 	NO 	Closed call however missed to brand HFL while closing 	

			
Call Score : 8 		Call comments and Details :Cx called in to make amandments in his AS order 	Lowlights : Need to work on active listening skills as he was unable to understand Customer's name in 1 go, Closed call however missed to brand HFL while closing 

Thanks and Regards, 

Amit