Subject: Call Audit HFL
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, 16 Feb 2022 05:06:19 -0700 (MST)

Hi Team, 

Please find the call audit analysis and feedback for HFL: 

Call 1 Abandoned call : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	N/A 	N/A 	auto-1644986249-15106218168-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 13 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 : 		Call comments and Details :Abadoned call no one picked the call in 13 seconds 	Lowlights : 

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 greeted customer branded HFL, call was picked up on 52nd second (call should be picked in 10 seconds) 	auto-1644976206-15122645421-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (advised details of the order (AS) and explained the reason for the charges) 	Call Duration : 4 minutes 08 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer account/order and verified his name 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised customer that his request for modification would be escalated to shipping tebam and he would be e-mailed about the same 	
Mentioned notes/updated ticket as applicable? 	No 	Missed to mention notes in UC 	
Did he/she demonstrate active listening skills? 	No 	Unable to understand what customer wanted to convey in 1 go and need to work on active listening 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Call was handled well however need to explain customer, use please and thank you and follow customer service protocols and make sure customer is not irate/angry 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries 	
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 was anything else that he could help with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 5 		Call comments and Details :Cx called in to know why amount was deducted from his account and wanted to now the details (who deducted the amount) 	Lowlights : Opening was done, introduced self greeted customer branded HFL, call was picked up on 52nd second (call should be picked in 10 seconds), Missed to mention notes in UC, Unable to understand what customer wanted to convey in 1 go and need to work on active listening, Call was handled well however need to explain customer, use please and thank you and follow customer service protocols and make sure customer is not irate/angry, missed to ask if there was anything else that he could help with? 

Call 3 Abandoned call : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	N/A 	N/A 	auto-1644728792-13104807403-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 02 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 : 		Call comments and Details :Abandoned call (lasted for 2 seconds) 	Lowlights : 

Thanks and Regards, 
Amit