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: Thu, 3 Feb 2022 05:51:35 -0700 (MST)

Hi Team, 

Please find the call audit analysis for HFL 

Harsh Call 1 audit: 

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 about 50 seconds and calls need to be picked within 10 seconds (Average speed of answering) 	auto-1643749468-+12675235216-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance 	Call Duration : 5 minutes 07 seconds 
Did he/she accessed customer details/order and verified customer name ? 	N/A 	N/A new customer who wanted to order first time 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and answered customer's queries regarding the product and shipping charges as well 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills and answered customer's questions and queries. 	
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, need to work on clarity and ROS should be medium so that customer understands him. 	
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? 	N/A 	N/A 	
Closing and branding followed or not? 	N/A 	Customer not happy with the price and so disconected the call 	

			
Call Score : 8 		Call comments and Details : Cx called in as he was trying to place an order, wanted to know the details of price, offers and other details so that he could place an order on the phone 	Lowlights :Opening was done, introduced self and HFL, greeted customer however call was picked after about 50 seconds and calls need to be picked within 10 seconds (Average speed of answering), Customer was not able to understand him in 1 go and so he had to repeat, need to work on clarity and ROS should be medium so that customer understands him. 

Call 2 Harsh: 

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 about 52 seconds and calls need to be picked within 10 seconds (Average speed of answering) 	auto-1643750151-+18166685603-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and advised customer about the status of his order 	Call Duration : 2 minutes 23 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 regarding the product and shipping charges as well 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills and answered customer's questions and queries. 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	unexplained hold of more than 30 seconds, should have placed proper hold of 1-2 minutes instead 	
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 	Missed to ask customer if there is anything else he could help him 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 the status of his order 	Lowlights :Opening was done, introduced self and HFL, greeted customer however call was picked after about 52 seconds and calls need to be picked within 10 seconds (Average speed of answering), Accesed order details however missed to verify customer's name, unexplained hold of more than 30 seconds, should have placed proper hold of 1-2 minutes instead, Missed to ask customer if there is anything else he could help him with? 

Call 3 Harsh: 

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 30 seconds and calls need to be picked within 10 seconds (Average speed of answering) 	auto-1643750974-+18635328532-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and customer advised about the status of his order 	Call Duration : 9 minutes 35 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accesed order details, verified customer name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and activated customer's auto ship subscription which was deactivated 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	No 	Missed to demonstrate active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	unexplained hold of more than 30 seconds, should have placed proper hold of 1-2 minutes instead, customer advised he had AS earlier which was closed/stopped still he asked customer if he had placed order with us earlier 	
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 he could help him 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 place an order for BBE and restart monthly order again, also changed/updated his card on file for AS and shipping address as well 	Lowlights :Opening was done, introduced self and HFL, greeted customer however call was picked after 30 seconds and calls need to be picked within 10 seconds (Average speed of answering), Missed to demonstrate active listening skills, unexplained hold of more than 30 seconds, should have placed proper hold of 1-2 minutes instead, customer advised he had AS earlier which was closed/stopped still he asked customer if he had placed order with us earlier, 

Call 4Harsh: 

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 about 27 seconds and calls need to be picked within 10 seconds (Average speed of answering) 	auto-1643751848-+19548826095-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and customer advised about the status of his ticket 	Call Duration : 6 minutes 59 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accesed order details, verified customer name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised missing bottles would be reshipped 	
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 	Yes 	Overall call handling was pretty well and followed all the protocols like soft skills 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Did not Acknowledged customer concerns in 1 go and he had to repeat the same 	
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 he could help him with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 8 		Call comments and Details : Cx called in regarding open ticket no 113250 	Lowlights :Opening was done, introduced self and HFL, greeted customer however call was picked after about 27 seconds and calls need to be picked within 10 seconds (Average speed of answering), Did not Acknowledged customer concerns in 1 go and he had to repeat the same 

Call 5 Harsh: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opening was done, introduced self and HFL, greeted customer as well 	auto-1643755426-12035346857-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and answered his queries and cancelled his AS 	Call Duration : 3 minutes 03 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accesed order details, verified customer name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and cancelled As as per customer 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 	Yes 	Overall call handling was pretty well and followed all the protocols like soft skills 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Missed to Acknowledge customer concerns in 1 go and he had to repeat the same 	
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 he could help him with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 9 		Call comments and Details : Cx called in to know about the charges from HFL and wanted to cancel AS 	Lowlights :Missed to Acknowledge customer concerns in 1 go and he had to repeat the same, 

Thanks and Regards, 
Amit