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: Mon, 28 Feb 2022 05:11:07 -0700 (MST)

Hi Team, 

Please find the call audit analysis and feedback for HFL: 

Call 1 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 branded HFL and call was picked up on 12th second 	auto-1646001525-14058023492-6503 	
Offered assistance to the caller or not? 	Yes 	Offered assistantce to customer (advised he would send e-mail with return instructions for refund) 	Call Duration : 2 minutes 57 seconds 	
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed customer's details and he mentioned his name as well 		
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised customer to return the products as he mentioned he just wanted to order only once and not sure it was Auto ship order 		
Mentioned notes/updated ticket as applicable? 	Yes 	Mentioned notes in UC and created ticket as well 117212 		
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 	Overall Good call handling, followed protocols, acknowledged customer's queries and acknowledged and resolved customer's issues, answered his questions as well 		
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and answered his questions effectively 		
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 was anything else. 		
Closing and branding followed or not? 	Yes 	Closed and branded HFL as well 		

				
Call Score : 10 		Call comments and Details :Cx called in regarding return for returna nd refund as he cousl not take AV due to high blood pressure and was not sure if he had activated AS subscription 	Lowlights : None 	Very good call handling skills 

Call 2 : Shagufa 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Opening was done however missed to introduce self greeted customer and missed to brand HFL and call was picked up on 12th second 	auto-1645938417-12102742989-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistannce to customer (advised about HFL and the last order) 	Call Duration : 2 minutes 33 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed customer's details and verified his name 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and cancelled AS subscription 	
Mentioned notes/updated ticket as applicable? 	Yes 	mentioned notes in UC and sent e-mail as well ticket 116259 	
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 	Overall Good call handling, followed protocols, acknowledged customer's queries and resolved customer's issues, answered all his questions as well 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and answered her questions effectively 	
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 was anything else. 	
Closing and branding followed or not? 	Yes 	Closed and branded HFL as well 	

			
Call Score : 9 		Call comments and Details :Cx called in to cancel his AS subscription 	Lowlights : Opening was done however missed to introduce self greeted customer and missed to brand HFL and call was picked up on 12th second 

Call 3 : Shagufa 

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 however missed to brand HFL and call was picked up on 11th second 	auto-1645940237-13167710021-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistantce to customer (advised about HFL and the last order) 	Call Duration : 1 minutes 44 seconds 
Did he/she accessed customer details/order and verified customer name? 	No 	Accessed customer's details however missed to verify her name 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised customer about HFL and the last order so that she was able to recognise charges 	
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 	Overall Good call handling, followed protocols, acknowledged customer's queries and resolved customer's issues, answered her questions as well 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and answered her questions effectively 	
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 was anything else. 	
Closing and branding followed or not? 	Yes 	Closed and branded HFL as well 	

			
Call Score : 8 		Call comments and Details :Cx called in as she did not recognised the charges from HFL/Choleslo 	Lowlights : Opening was done, introduced self greeted customer however missed to brand HFL and call was picked up on 11th second, Accessed customer's details however missed to verify her name 

Call 4 : Harsh : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Opening was done, introduce self greeted customer and branded HFL however call was picked up on 32nd second (need to pick the call in 10 seconds) 	auto-1645929775-18455587809-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistannce to customer (advised about HFL so that the customer knows about the charge on his card) 	Call Duration : 1 minutes 0 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 HFL so that the customer was able to know the charges on his credit card 	
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 	Overall Good call handling, followed protocols, acknowledged customer's queries and resolved customer's issues, answered all his questions as well 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and answered her questions 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 that he could help him with? 	
Closing and branding followed or not? 	Yes 	Closed and branded HFL as well 	

			
Call Score : 8 		Call comments and Details :Cx called in to know about the charges on his credit card account 	Lowlights : Opening was done, introduce self greeted customer and branded HFL however call was picked up on 32nd second (need to pick the call in 10 seconds), Missed to ask if there is anything else that he could help him with? 

Call 5 : Harsh : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opening was done, introduce self greeted customer and branded HFL and call was picked up on 12th second 	auto-1645893670-19295022100-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (advised about return and refund once the product would be received) 	Call Duration : 7 minutes 07 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Verified customer's name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised about how to return the product and get refund 	
Mentioned notes/updated ticket as applicable? 	Yes 	mentioned notes and cancelled AS order ticket 115800 	
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 	Overall Good call handling, followed protocols, acknowledged customer's queries and resolved customer's issues, answered all his questions as well 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and answered her questions 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 :Capital One disputes dept called along with customer on the other line as well for refund and return of 1 product and AS cancellation 	Lowlights : None 

Thanks and Regards, 

Amit