Subject: HFL Call Audits
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, 10 Feb 2022 05:46:58 -0700 (MST)

Hi Team, 

Please find the call audit analysis for HFL : 

Call 1 audit: Shagufa 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opening was done, introduced self greeted customer and branded HFL as well and call was picked up on 7th second 	auto-1644471239-15049149232-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer 	Call Duration : 47 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? 	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 customer did not had any question/query to ask, not sure if she called in to know what company it was as she did not mentioned about any charge and also she has not been our customer as per UC 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's questions and answered effectively 	
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 : 9 		Call comments and Details :Cx called in to know about which company she was calling however did not mentioned any particular reason for calling 	Lowlights : None 

Call Audit 2 : Harsh 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opening was done, introduced self greeted customer and branded HFL as well and call was picked up on 10th second 	auto-1644464976-Anonymous-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (advised of the 2 shipments and tracking details) 	Call Duration : 3 minutes 05 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer order details and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised about the order details and explained that the other order would be delivered 	
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, good call control, explained in detail anbout order and tracking and answered all customer's queries and questions 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer'squeries and answered them very well and effectively so that customer understood it in 1 go 	
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 was anything else 	
Closing and branding followed or not? 	Yes 	Closed call branded and thanked customer 	

			
Call Score : 10 		Call comments and Details :Cx called in as he did not received his complete order 	Lowlights : None 

Chat Audit 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 greeted customer and branded HFL as well and call was picked up on 28th second (need to pick the call in 10 seconds) 	auto-1644463351-17633019658-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (advised about HFL so that he could understand the fact that there was an order placed and charged ) 	Call Duration : 1 minutes 20 seconds 
Did he/she accessed customer details/order and verified customer name ? 	N/A 	N/A 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised about the company and customer understood the reason for the charge and thanked 	
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, answered all customer's queries and questions and handled all the protocols required pretty well 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and answered them very well and effectively so that customer understood it in 1 go 	
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 was anything else 	
Closing and branding followed or not? 	Yes 	Closed call branded and thanked customer 	

			
Call Score : 9 		Call comments and Details :Cx called in to check a charge on his card as her wife ordered something from HFL 	Lowlights : Opening was done, introduced self greeted customer and branded HFL as well and call was picked up on 28th second (need to pick the call in 10 seconds) 

Thanks and Regards, 
Amit