Subject: Re: Call audits HFL
From: Amit Gupta <[email-masked]>
To: deeksha <[email-masked]>
Cc: Bhupendra Singh <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Mon, 24 Jan 2022 02:24:00 -0700 (MST)

Hi Deeksha, 

Actually Bhupendra was working in different shifts mostly in night shifts so I would be speaking to him today to share feedbacks and to train him on how to do take the calls more efficiently and also on the quality parameters which we have and make sure he follows it and handles call in a better way and in less time as well. 

@Bhupendra, Please advise me a good time when we can connect to discuss the feedbacks and do a session on call training/parameters that need to be met on HFL calls. 

Thanks and Regards, 
Amit 

From: "deeksha" <[email-masked]> 
To: "Amit Gupta" <[email-masked]>, "Bhupendra Singh" <[email-masked]> 
Cc: "Ashish Dabral" <[email-masked]> 
Sent: Monday, January 24, 2022 2:06:34 PM 
Subject: Re: Call audits HFL 

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