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: Wed, 23 Feb 2022 05:59:49 -0700 (MST)

Hi Team, 

Please find the call audit analysis and feedback for HFL: 

Call 1 Abandoned: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Abandoned call no one picket the call in 1 minute 35 seconds and then it was disconnected 	auto-1645582651-17073653312-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 1 minutes 35 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 no one picket the call in 1 minute 35 seconds and then it was disconnected 	Lowlights : Abandoned call 

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-1645466910-16626416451-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistant to customer (made changes to the order as per customer) 	Call Duration : 3 minutes 09 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 made changes in the AS order and informed the same to customer to make sure it was done the way she wanted 	
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, made changed in the order as per customer 	
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? 	Yes 	asked 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 : 9 		Call comments and Details :Cx called in regards to products ordered and want to make changes to the order 	Lowlights : Closed call however missed to brand HFL while closing the call 

Call 3 : Abandoned 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Abandoned call no one picket the call in 11 seconds and then it was disconnected 	auto-1645450827-13362090593-6503 
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 :Abandoned call no one picket the call in 11 seconds and then it was disconnected 	Lowlights : 

Thanks and Regards, 
Amit