Subject: Call Audit HFL (6 Calls)
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>, Shagufa Anam <[email-masked]>, "Jet Jason, Paraiso. Gromea" <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Fri, 4 Feb 2022 06:06:20 -0700 (MST)

Hi Team, 

Please find the call audit analysis for HFL 

Jason Call 1 audit: 

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, call was also picked up in time (11 seconds) 	auto-1643922405-+18643579808-6503 	
Offered assistance to the caller or not? 	Yes 	Offered assistance and answered his queries and questions and advised about AS schedule, 	Call Duration : 3 minutes 46 seconds 	
Did he/she accessed customer details/order and verified customer name ? 	No 	Accesed order details, however missed to verified customer name 		
Offered solution/escalated to right dept? 	Yes 	Offered solution and answered customer's questions 		
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 handled pretty well and followed all the protocols like soft skills, there was no hold as well, advised about other details as to modify the dates on AS whcih was good as he advised about few important details proactively 		
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns and answered them effectively 		
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? 	No 	Closed call however missed to brand HFL 		

				
Call Score : 8 		Call comments and Details : Cx called in to know about his recent orders and about the AS subscription schedule details. 	Lowlights :Only thing missing was branding HFL while closing the call and Accesed order details, however missed to verified customer name 	Highlights: Excellent call which could be used for training purposes 

Jason Call 2: 

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, call was also picked up in time (13 seconds) 	auto-1643926760-+18324338304-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and answered customer's queries and cancelled her AS subscription as per her request 	Call Duration : 1 minutes 44 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 cancelled AS for the customer as discussed, asked for the reason of cancellation as well 	
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 handled pretty well and followed all the protocols like soft skills, there was no hold as well, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns and answered them 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 is anything else he could help him with? 	
Closing and branding followed or not? 	No 	Closed call well however missed to brand HFL 	

			
Call Score : 8 		Call comments and Details : Cx called in to cancel AS subscription and also mentioned the reason for doing it when she was asked 	Lowlights :missed to brand HFL while closing the call,missed to ask if there was is anything else he could help him with? 

Jason Call 3: 

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,call was also picked up in time (11 seconds) 	auto-1643927244-17708427080-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and answered customer's queries and cancelled his AS subscription as per his request 	Call Duration : 7 minutes 18 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accesed order details and verified customer's name and other details required as well 	
Offered solution/escalated to right dept? 	No 	Offered solution and cancelled AS for the customer as discussed, however missed to ask for the reason of cancellation as well 	
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 handled pretty well and followed all the protocols like soft skills, there was no hold as well, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns and answered them 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 is anything else he could help him with? 	
Closing and branding followed or not? 	No 	Closed call well however missed to brand HFL 	

			
Call Score : 7 		Call comments and Details : Cx called in to cancel his AS subscription. 	Lowlights :Offered solution and cancelled AS for the customer as discussed, however missed to ask for the reason of cancellation as well, missed to ask if there is anything else he could help him with?, Closed call well however missed to brand HFL 

Shagufa Call 1: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Opening was done however missed to introduced self and HFL,call was also picked up in time (10 seconds) 	auto-1643927244-17708427080-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and answered customer's queries and escalated the ticket to concerned team as the shipment was not delivered to The Forwarding Company that he used to deliver it to him 	Call Duration : 7 minutes 45 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 escalated the ticket to shipment team to check the reason why it was not sent to his forwarding company and sent e-mail response to customer as well 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	No 	Need to work on active listening skills and make notes while on call so that she captures details of what customer has to say and access the customer account simultaneously while speaking (multi task) as customer gave him name initially on the call which she missed/ may be unable to understand 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Overall call was handled pretty well and followed all the protocols like soft skills, apologized for product not delivered to forwarding company, used please and thank you as well and it was good to see that she tried to pacify/explain the customer and he was able to understand her in 1 go 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns and answered them 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 is anything else he could help him with? 	
Closing and branding followed or not? 	Yes 	Closed call well however and branded HFL 	

			
Call Score : 8 		Call comments and Details : Cx called in as his shipment was not handed over to the forwarding company and the tracking showed status "Return to Sender Processed" 	Lowlights :Opening was done however missed to introduced self and HFL,call was picked up in time (10 seconds), Need to work on active listening skills and make notes while on call so that she captures details of what customer has to say and access the customer account simultaneously while speaking (multi task) as customer gave him name initially on the call which she missed/ may be unable to understand 

Shagufa Call 2 : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Opening was done however missed to introduced self and HFL,call was picked up in time (9 seconds) 	auto-1643953334-18322766475-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and answered customer's queries however there were some issues with customer's phone line and his line was not clear, 	Call Duration : 1 minutes 33 seconds 
Did he/she accessed customer details/order and verified customer name ? 	No 	Need to pull up customer's account and verify his name and explain about charges in better way with product name as they would understand more about the product not the company name most of the time 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and escalated the ticket to shipment team to check the reason why it was not sent to his forwarding company and sent e-mail response to customer as well 	
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 	Customer was not able to understand her in 1 go maybe due to phone line not very clear, need to explain customers in better way so that they understand about it in 1 go 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns and answered them 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	NA 	NA 	
Closing and branding followed or not? 	NA 	Customer disconnected the call once he understood that it was Dr. Sam Robbins website (business) which charged his account/card 	

			
Call Score : 7 		Call comments and Details : Cx called in as he received a charge and wanted to know the details of the charge(who charged his account) 	Lowlights :Opening was done however missed to introduced self and HFL,call was picked up in time (9 seconds), call handling needs to be more smooth and need to mention Health, fitness longivity/Dr. Sam Robbins website instead of Dr. Sam Robinson, Need to pull up customer's account and verify his name and explain about charges in better way with product name as they would understand more about the product not the company name most of the time, Customer was not able to understand her in 1 go maybe due to phone line not very clear, need to explain customers in better way so that they understand about it in 1 go 

Shagufa Call 3: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Opening was done however missed to introduced self and HFL,call was picked up in time (9 seconds) 	auto-1643958763-+18587762442-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance and answered customer's queries 	Call Duration : 3 minutes 22 seconds 
Did he/she accessed customer details/order and verified customer name ? 	NA 	NA 	
Offered solution/escalated to right dept? 	No 	Should have advised customer to try the order again and then offer orders on phone, first troubleshooting in these issues should be clear cache cookies and try again and use chrome if not then use as per the error 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	No 	Need to work on active listening skills as customer advised about the error that he was getting however she asked about it again? 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Need to understand the error clearly and ask customer to repeat if required, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns and answered his queries 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	NA 	NA 	
Closing and branding followed or not? 	NA 	Customer disconnected the call once he understood that it was Dr. Sam Robbins website (business) which charged his account/card 	

			
Call Score : 6 		Call comments and Details : Cx called in as he was unable to order online and got errors 	Lowlights :Opening was done however missed to introduced self and HFL,call was picked up in time (9 seconds), need to understand clearly what was the error and troubleshoot ask customer to try again after claering cache cookies and then offer order on phone, Need to work on active listening skills as customer advised about the error that he was getting however she asked about it again?, 

Thanks and Regards, 
Amit