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: Mon, 21 Feb 2022 05:29:48 -0700 (MST)

Hi Team, 

Please find the call audit analysis and feedback for HFL: 

Call 1 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 branded HFL and call was picked up on 9th second 	auto-1645256021-15628103800-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (advised about HFL and customer was able to understand that the charge was from our company) 	Call Duration : 1 minutes 37 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer details and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised customer about HFL and he understaood that the charges was for auto shipment 	
Mentioned notes/updated ticket as applicable? 	Yes 	created ticket and e-mailed the customer about the order details 	
Did he/she demonstrate active listening skills? 	No 	Need to work on active listening skills (missed customer's query as he wanted to know when it would be shipped out 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	need to work on active listening skills and should allow customer to finish first what he wants to convey and listen carefully and then answer his queries, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Missed to acknowledge/answer customer query related to "when product would be shipped out" 	
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 that she can help him with 	
Closing and branding followed or not? 	No 	Closed call however missed to brand HFL 	

			
Call Score : 6 		Call comments and Details :Cx called in to know about the charges on his card and once he was aware aout it he wanted to know when it would be shipped out? 	Lowlights : Need to work on active listening skills (missed customer's query as he wanted to know when it would be shipped out, need to work on active listening skills and should allow customer to finish first what he wants to convey and listen carefully and then answer his queries, Missed to acknowledge/answer customer query related to "when product would be shipped out", Closed call however missed to brand HFL 

Call 2 : Jason 

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 branded HFL and call was picked up on 12th second 	auto-1645202533-15416676100-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (advised about HFL and customer was able to understand that the charge was from our company) 	Call Duration : 0 minutes 39 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 HFL and she understood that the charges was from HFL 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills on call 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Good call handling, followed all the protocols needed and answered customer's queries 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries 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 	
Closing and branding followed or not? 	N/A 	N/A 	

			
Call Score : 9 		Call comments and Details :Cx called in to know about the charges on her card 	Lowlights : Missed to ask if there is anything else that he could help her with? 

Call 3 Jason : 

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 branded HFL and call was picked up on 12th second 	auto-1645200701-15857304216-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (advised customer about the policies and advised her if she would like to ecxhange products) 	Call Duration : 13 minutes 15 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed customer's details and verified customer's name. 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised customer about HFL policies, explained the order and Auto ship and her order details and advised about what all possibilities she had as she advised she did not order it wanted refund. 	
Mentioned notes/updated ticket as applicable? 	N/A 	N/A 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills on call 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Good call handling, followed all the protocols needed and answered customer's queries, explained about the reason that she recd the products and also the solution available as as she wanted to return. 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries 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 	
Closing and branding followed or not? 	No 	Closed call however missed to brand HFL while closing the call 	

			
Call Score : 8 		Call comments and Details :Cx called inand mentioned she did not ordered anything and recd products from HFL 	Lowlights : Missed to ask if there is anything else, Closed call however missed to brand HFL while closing the call 

Call 4 : 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 17th second (need to pick the call in 10 seconds) 	auto-1645137087-14127410160-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 22 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 :No answer from Customer and then call was disconnected 	Lowlights : Opening was done, introduced self greeted customer branded HFL however call was picked up on 17th second (need to pick the call in 10 seconds) 

Thanks and Regards, 
Amit