Subject: Call Audit HFL
From: Amit Gupta <[email-masked]>
To: Bhupendra Singh <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, Ashish Dabral <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 19 Jan 2022 03:45:06 -0700 (MST)

Hi Bhupendra, 

Please find the call audit details for HFL : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Missed introduction, missed to brand HFL 	auto-1642254650-+17184214210-6503 
Offered assistance to the caller or not? 	Yes 	offered assistance 	
Did he/she accessed customer details/order and verified customer name ? 	N/A 	N/A 	
Offered solution/escalated to right dept? 	Yes 	advised troubleshooting and asked customer to clear cache and cookies 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	No 	missed to demonstrate 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Missec customer service skills, customer was irate as he was not able to order, should have placed order or offered it to the customer 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Acknowledged his queries however did nothing to reolve the issue 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	N/A 	N/A 	
Closing and branding followed or not? 	N/A 	N/A 	

			
Call Score : 6 		Call comments and Details : Cx called in as he was unable to place order on HFL website 	Lowlights : pathetic call handling, customer was irate and disconnected the call as he did not helped her at all and also advised to try with other browser/clear cache and cookies, no customer service skills, no resolution, 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	No proper opening, no introduction, mised to brand HFL, call picked up after 1 and a half mintes (ASA) 	auto-1642254684-+17703562864-6503 
Offered assistance to the caller or not? 	Yes 	offered assistance and advised about the website URL to order 	
Did he/she accessed customer details/order and verified customer name ? 	N/A 	N/A 	
Offered solution/escalated to right dept? 	N/A 	N/A 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
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 	Customer unable to understand him in 1 go, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged his queries and advised her to order on website 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	No 	Did not bother to ask if there is anything else that he could help her with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL 	

			
Call Score : 7 		Call comments and Details : Cx called in as she wanted to order, he advised asbout the website to place order 	Lowlights : No proper opening, no introduction, mised to brand HFL, call picked up after 1 and a half mintes (ASA), Customer unable to understand him in 1 go, 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	No proper opening, no introduction, missed to brand HFL, call picked up after 1 minute 15 seconds (ASA) 	auto-1642260506-+13053832819-6503 
Offered assistance to the caller or not? 	No 	No assitance offered, not able to access his account and advised he would cb 	
Did he/she accessed customer details/order and verified customer name ? 	No 	Not able to access order of the customer 	
Offered solution/escalated to right dept? 	No 	No solutions offered on call and advised cb 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
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 	pathetic handling, not able to access account, no help offered, no resolution on call 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Acknowledged his queries however no resolution and offered cb 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	N/A 	N/A 	
Closing and branding followed or not? 	N/A 	N/A 	

			
Call Score : 4 		Call comments and Details : Cx called in as he ordered more than what he wanted by mistake and wanted to get refund and make the changed in the order and he e-mailed HFL support as well 	Lowlights : No proper opening, no introduction, mised to brand HFL, call picked up after more than a minute, No assitance offered, not able to access his account and advised he would cb,Not able to access order of the customer, No solutions offered on call and advised cb, pathetic handling, not able to access account, no help offered, no resolution on call 

Regards, 

Amit