Subject: Call Audit HFL
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>, Bhupendra Singh <[email-masked]>, Shagufa Anam <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Thu, 20 Jan 2022 03:41:02 -0700 (MST)

Hi Harsh, 

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 	Yes 	Opened call, greeted customer, introduced self and branded HFL as well 	auto-1642267876-16467601932-6503 	
Offered assistance to the caller or not? 	Yes 	Offered assistance to bank representative 		
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer details, verified customer details as well 		
Offered solution/escalated to right dept? 	Yes 	Answered bank rep's queries and questions as de was disputing the charges, explained about the transaction details as well and AS subsription 		
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 	did not allowed bank rep to finish what she had to say and continued to speak and cut her short. 		
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged her queries/questions and offered resolution/answer effectively 		
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 : 9 		Call comments and Details : Bank rep called HFL support and mentioned that the customer called them for transaction they he did not authorize and disputed the charges and she wanted to validate the charges 	Lowlights : did not allowed bank rep to finish what she had to say and continued to speak and cut her short. 	Highlights : Very good call handling, explained the details of the charge so that the ban rep was able to understand the details and verified other customer details and validated the charges 

Hi Shagufa, 

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 	Opened call, greeted customer, introduced self However missed to brand HFL after opening the call 	auto-1642472622-+16786123195-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer details, verified customer details and order details as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised she would escalate the issue to the concerned team who would get back via e-mail 	
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 	Cx was not able to understand her in 1 go, unexplained dead air for more than 30 seconds, did not used any please thank you on the call 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged her queries/questions and offered resolution/answer effectively 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	No 	Did not ask if there was anything else that she could help him with 	
Closing and branding followed or not? 	No 	Closing was done however missed to brand HFL 	

			
Call Score : 6 		Call comments and Details : Cx called in as there were multiple quantities of BFO ordered however he only wanted to order single bottle of the supplement, 	Lowlights : missed to brand HFL after opening the call, Cx was not able to understand her in 1 go, unexplained dead air for more than 30 seconds, did not used any please thank you on the call, Did not ask if there was anything else that she could help him with, Closing was done however missed to brand HFL 

Hi Harsh, 

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 	Yes 	Opened call, greeted customer, introduced self and branded HFL as well 	auto-1642272381-18458839426-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer details, verified customer details and order details as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and mentioned he had cancelled the order as per her request 	
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 	Cx was not able to understand him in 1 go, he did not asked the reason why she wanted to cancel the order 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged her queries/questions and offered resolution/answer 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 	Closing was done and branded HFL as well 	

			
Call Score : 9 		Call comments and Details : Cx called in to cancel the order (AS) placed with HFL 	Lowlights : Cx was not able to understand him in 1 go, he did not asked the reason why she wanted to cancel the order, 

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-1642278469-+19288212127-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer details, verified customer details and order details as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and mentioned he had cancelled the order as per her request 	
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 	Cx was not able to understand him even after repeating what he said, need to work on clarity and ROS, unexplained dead air for more than 30 seconds, missed to save the sale by offering STS and increase in frequency option and other options available 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged her queries/questions and offered resolution/answer effectively, 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	No 	missed to ask if there was anything else that he could help him with 	
Closing and branding followed or not? 	Yes 	Closing was done and branded HFL as well 	

			
Call Score : 8 		Call comments and Details : Cx called in to cancel the order (AS)from coming any more 	Lowlights : Cx was not able to understand him even after repeating what he said, need to work on clarity and ROS, unexplained dead air for more than 30 seconds, missed to save the sale by offering STS and increase in frequency option and other options available, missed to ask if there was anything else that he could help him with 

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 proper opening, greeting, missed to introduce self and HFL as well 	auto-1642454484-+2348135042096-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	Call Duration : 15 minutes 13 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer details, verified customer details and order details as well 	
Offered solution/escalated to right dept? 	No 	Unable to understand what customer wanted, 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	No 	MIssed to Demonstrated active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Unable to understand customer what he wanted, need to work on listening and comprehension skills, customer service skills, first need to understand the case and then answer customer accordingly/offer help, customer had to repeat the details and what he wanted again and again and explain him still he was not able to get it 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Acknowledged customer's queries/questions however was not able to offer resolution/answer effectively and in 1 go, took lot of time to understand 	
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 	Closing was done and branded HFL as well 	

			
Call Score : 5 		Call comments and Details : Cx called in regarding his cancelled order and wanted to reactivate it 	Lowlights : Missed proper opening, greeting, missed to introduce self and HFL as well,Unable to understand what customer wanted, Unable to understand customer what he wanted, need to work on listening and comprehension skills, customer service skills, first need to understand the case and then answer customer accordingly/offer help, customer had to repeat the details and what he wanted again and again and explain him still he was not able to get it, Acknowledged customer's queries/questions however was not able to offer resolution/answer effectively and in 1 go, took lot of time to understand 

Thanks and Regards, 

Amit