Subject: HFL Call Audit
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>, "Jet Jason, Paraiso. Gromea" <[email-masked]>, Shagufa Anam <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Wed, 2 Feb 2022 06:12:32 -0700 (MST)

Hi Harsh, 

Please find the analysis for the call audited for HFL mentioned below: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Opening was done, introduced self and HFL, greeted customer however call was picked after 50 seconds and calls need to be picked within 10 seconds (Average speed of answering) 	auto-1642640677-16233867315-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance 	Call Duration : 2 minutes 23 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accesed order details and verified customer's details as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and answered customer's queries and cancelled the Auto ship subscription 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	No 	missed to catch what customer said as he was speaking at the same time.(Are you vitamin company?) 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Customer was not able to understand him in 1 go and so he had to repeat, missed to ask the reason as to why she wants to cancel AS subscription, 	
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 : 7 		Call comments and Details : Cx called in to cancel the Auto ship subscription and also wanted to know about the details of the charges on her account 	Lowlights :Opening was done, introduced self and HFL, greeted customer however call was picked after 50 seconds and calls need to be picked within 10 seconds (Average speed of answering), missed to catch what customer said as he was speaking at the same time.(Are you vitamin company?), Customer was not able to understand him in 1 go and so he had to repeat, missed to ask the reason as to why she wants to cancel AS subscription, 

Thanks and Regards, 
Amit