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: Mon, 7 Feb 2022 06:14:15 -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 up on 28th second(need to pick up in 10 seconds) 	auto-1644097776-15625476575-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer 	Call Duration : 1 minute 02 seconds 
Did he/she accessed customer details/order and verified customer name ? 	NA 	NA 	
Offered solution/escalated to right dept? 	N/A 	N/A wrong no. customer did not intended to call HFL customer support 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	Yes 	Yes 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Yes 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	N/A 	N/A 	
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 	N/A 	

			
Call Score : 9 		Call comments and Details : wrong number customer did not intended to call HFL Support 	Lowlights :Opening was done, introduced self and HFL,greeted customer however call was picked up on 28th second(need to pick up in 10 seconds) 

Call Audit Call 2 : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Call not picked at all after 1 minute and 14 seconds customer disconnected the call as no one responded 	auto-1644122572-18506302926-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 1 minute 14 seconds 
Did he/she accessed customer details/order and verified customer name ? 	N/A 	N/A 	
Offered solution/escalated to right dept? 	N/A 	N/A 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	N/A 	N/A 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	N/A 	N/A 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	N/A 	N/A 	
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 	N/A 	

			
Call Score : 0 		Call comments and Details : call not picked/abandoned 	Lowlights :Call not picked at all after 1 minute and 14 seconds customer disconnected the call as no one responded 

Harsh Call 2 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 up on 32nd second(need to pick up in 10 seconds) 	auto-1644087942-13373038931-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer, cancelled AS as per his request 	Call Duration : 1 minute 55 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer's account and mentioned the reason why he was charged and verified customer's name as well 	
Offered solution/escalated to right dept? 	Yes 	Cancelled AS for the customer as per customer's 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 	Good call handling was quick to understand reason of call explained the reason of the charge and also asked the reason why he wanted to cancel AS and cancelled it as well 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer concerns and answered effectively and followed the process as well (asked for the reaso he wanted to cancel AS) 	
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 that he could be help him with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 9 		Call comments and Details :Customer called in as he got a charge from HFL and wanted to cancel AS 	Lowlights :Opening was done, introduced self and HFL,greeted customer however call was picked up on 32nd second(need to pick up in 10 seconds) 

Team, please make sure all the calls are picked in time (within 10 seconds) and no calls are abandoned without answering. 

Thanks and Regards, 
Amit