Subject: Re: Call audits HFL
From: Deeksha Dadu <[email-masked]>
To: Amit Gupta <[email-masked]>, Bhupendra Singh <[email-masked]>
Cc: Ashish Dabral <[email-masked]>
Date: Mon, 24 Jan 2022 08:36:34 +0000

Amit, did u have a call with Bhupender to discuss these issues?

@Bhupender: the work load is very very less in the shift we have kept you. By next audit, i really need all these issues to go completely. if they persist, we will need to reconsider you. I am already getting client complaints about customers being very unhappy. Can't afford it at any cost so please improve immediately
________________________________
From: Amit Gupta <[email-masked]>
Sent: Friday, January 21, 2022 4:03 PM
To: Bhupendra Singh <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>
Subject: Call audits HFL

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      No proper opening, Missed to brand HFL after opening the call   auto-1642455626-18034817161-6503
Offered assistance to the caller or not?        Yes     Offered assistance and advised about his order details and the delay in shipping for BFO        Call Duration : 2 minutes 17 seconds
Did he/she accessed customer details/order and verified customer name ? Yes     Accesed order details and verified customer's name as well
Offered solution/escalated to right dept?       Yes     Offered solution and answered customer's queries
Mentioned notes/updated ticket as applicable?   N/A     N/A
Did he/she demonstrate active listening skills? Yes     Showed active listening skills on the call
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc Yes     Overall call handling was satisfactory, explained the reason for the delay in shipment as well and advised timeline when he could expect it to be shipped
Acknowledgement of customer concerns/queries and answer them effectively was followed or not?   No      Need to work on listening skills as he was unable to understand what customer said in 1 go
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with?  No      Did not asked customer if there is anything else that he may help him?
Closing and branding followed or not?   Yes     Closed and branded HFL as well
Call Score : 7          Call comments and Details : Cx called in to check the status of an order        Lowlights : No proper opening, Missed to brand HFL after opening the call, Need to work on listening skills as he was unable to understand what customer said in 1 go, Did not asked customer if there is anything else that he may help him?

Parameters      Markings (Yes/No/NA)    Remarks/Comments        Call Unique ID
Call opening, Greeting, Introduction and Branding HFL   No      No proper opening, Missed to brand HFL after opening the call   auto-1642456199-+18185858587-6503
Offered assistance to the caller or not?        Yes     Offered assistance and advised about his order details and other details required kike shipping Call Duration : 2 minutes 53 seconds
Did he/she accessed customer details/order and verified customer name ? Yes     Accesed order details and verified customer's name as well
Offered solution/escalated to right dept?       Yes     Offered solution and answered customer's queries
Mentioned notes/updated ticket as applicable?   N/A     N/A
Did he/she demonstrate active listening skills? Yes     Showed active listening skills on the call
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc No      Do not provide information which is not available in the KB as many HFL products are sold on Amazon and Alphaciril is available on E-bay as well, contradicted what he said on the call,
Acknowledgement of customer concerns/queries and answer them effectively was followed or not?   Yes     Acknowledged customer concerns and answered them as well
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with?  No      Did not asked customer if there is anything else that he may help him?
Closing and branding followed or not?   No      Closed call however missed to brand HFL
Call Score : 6          Call comments and Details : Cx called in to check if the order went thru properly       Lowlights : No proper opening, Missed to brand HFL after opening the call, Do not provide information which is not available in the KB as many HFL products are sold on Amazon and Alphaciril is available on E-bay as well, contradicted what he said on the call, Did not asked customer if there is anything else that he may help him?, Closed call however missed to brand HFL

Parameters      Markings (Yes/No/NA)    Remarks/Comments        Call Unique ID
Call opening, Greeting, Introduction and Branding HFL   No      No proper opening, Missed to brand HFL after opening the call   auto-1642457547-+12817251684-6503
Offered assistance to the caller or not?        Yes     Offered assistance      Call Duration : 7 minutes 02 seconds
Did he/she accessed customer details/order and verified customer name ? No      Accesed order details however missed to verify customer's name
Offered solution/escalated to right dept?       Yes     Offered solution and answered customer's queries
Mentioned notes/updated ticket as applicable?   N/A     N/A
Did he/she demonstrate active listening skills? No      Did not demonstrate active listening skills
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc No      Need to work on listening skills as he heard customer and not able to capture correct contact no. needed to verify the number with customer before pulling up the details, need to make notes as he verified the details of the product many times which is not advisable, need to first understand customer request ask questions if reqd and then acknowledge and verify and make necessary changes
Acknowledgement of customer concerns/queries and answer them effectively was followed or not?   Yes     Acknowledged customer concerns and answered them as well
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 is anything else that he can help with?
Closing and branding followed or not?   Yes     Closed call and branded HFL as well
Call Score : 6          Call comments and Details : Cx called in to check order details and make changes in the order for AS    Lowlights :No proper opening, Missed to brand HFL after opening the call, Accesed order details however missed to verify customer's name, Did not demonstrate active listening skills, Need to work on listening skills as he heard customer and not able to capture correct contact no. needed to verify the number with customer before pulling up the details, need to make notes as he verified the details of the product many times which is not advisable, need to first understand customer request ask questions if reqd and then acknowledge and verify and make necessary changes,

Parameters      Markings (Yes/No/NA)    Remarks/Comments        Call Unique ID
Call opening, Greeting, Introduction and Branding HFL   No      No proper opening, Missed to brand HFL after opening the call   auto-1642461254-+12045831994-6503
Offered assistance to the caller or not?        Yes     Offered assistance      Call Duration : 6 minutes 24 seconds
Did he/she accessed customer details/order and verified customer name ? No      Accesed order details however missed to verify customer's name
Offered solution/escalated to right dept?       Yes     Offered solution and answered customer's queries
Mentioned notes/updated ticket as applicable?   N/A     N/A
Did he/she demonstrate active listening skills? No      Did not demonstrate active listening skills
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc No      Need to work on listening skills as he was not able to capture correct contact no. and asked about it many times, took too long to understand his issue, need to listen to customer first and then check the order and work accordingly, for second auto ship there is no refund need to follow the process guidelines as well
Acknowledgement of customer concerns/queries and answer them effectively was followed or not?   Yes     Acknowledged customer concerns and answered them as well
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 is anything else that he can help with?
Closing and branding followed or not?   Yes     Closed call and branded HFL as well
Call Score : 6          Call comments and Details : Cx called in as he did not recd any notifications after placing the order on expedited shipping and paid extra for it       Lowlights :No proper opening, Missed to brand HFL after opening the call, Accesed order details however missed to verify customer's name, Need to work on listening skills as he was not able to capture correct contact no. and asked about it many times, took too long to understand his issue, need to listen to customer first and then check the order and work accordingly, Did not demonstrate active listening skills,

Thanks and Regards,
Amit