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: Fri, 18 Feb 2022 05:07:43 -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 	Call Abandoned (Call not picked in 11 seconds and then customer disconnected) 	auto-1645053185-15095660941-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 11 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 : Call Abandoned. Call was not picked up in 11 seconds and then the customer disconnected and did not wait any longer 	Lowlights : 

Call 2 : Abandoned call 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	N/A 	Call abandoned after ringing for 3 seconds 	auto-1645048227-18882005972-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 03 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 : 5 		Call comments and Details :Call Abandoned after 3 seconds of ringing and waiting for pick up 	Lowlights : 

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 greeted customer branded HFL however call was picked up on 13th second (call should be picked within 10 seconds) 	auto-1645043704-15205311496-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (advised details of the order company HFL as customer wanted to verify which company had charged her) 	Call Duration : 0 minutes 52 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 customer about the details of the company (HFL) and then she was able to understood and recognise the charges 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated good active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Good call handling, was professional and followed protocols required like soft skills, acknowledgement, etc 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and also answered them and resolved customer's queries/concern achieved FCR 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 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 : 8 		Call comments and Details :Cx called in to know who charged her when she did not recognised the charges on her card. 	Lowlights : Opening was done, introduced self greeted customer branded HFL however call was picked up on 13th second (call should be picked within 10 seconds), Missed to ask if there was anything else that he could help with? 

Call 4 : Abandoned Call 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	N/A 	Call Abandoned 	auto-1645041335-15072614213-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 00 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 :Call Abandoned (0 seconds) 	Lowlights : 

Call 5 : Jason : 

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 however call was picked up on 13th second (call should be picked within 10 seconds) 	auto-1645040632-18038880224-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (advised customer that the refund request is being worked upon) 	Call Duration : 2 minutes 57 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 customer that it would be refunded 	
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes in ticket 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated good active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Good call handling, was professional and followed protocols required like soft skills, acknowledgement, advised about what is being done and updated customer and assured her as well 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and also answered them and resolved customer's queries/concern achieved FCR 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 if there was anything else that he could help with? 	
Closing and branding followed or not? 	No 	Closed call however missed to brand HFL 	

			
Call Score : 7 		Call comments and Details :Cx called in to know about the refund for the products which were removed from the order 	Lowlights : Opening was done, introduced self greeted customer branded HFL however call was picked up on 13th second (call should be picked within 10 seconds), Missed to ask if there was anything else that he could help with?, Closed call however missed to brand HFL 

Team, Please make sure whenever call is abandoned we call the customer and if he is in UC we can send e-mail as well if call is not picked/answered/responded to. 

Thanks and Regards, 
Amit