Subject: Call Audits 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: Tue, 1 Mar 2022 04:40:07 -0700 (MST)

Hi Team, 

Please find the call audit analysis and feedback for HFL: 

Call 1 : Jason 

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 11th second 	auto-1646077577-18648046515-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (advised about HFL and Dr. Sam Robbins and customer was able to relate and understand/recognise the charges and thanked Jason) 	Call Duration : 0 minutes 38 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 advised about HFL and Dr. Sam Robbins and customer was able to relate and understand/recognise the 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, 	
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 with? 	
Closing and branding followed or not? 	No 	Closed call however missed to brand HFL during closing 	

			
Call Score : 8 		Call comments and Details :Cx called in regarding a charge for his husband's account 	Lowlights : Missed to ask if there is anything else that he could help with?, Closed call however missed to brand HFL during closing 

Call 2 : Jason 

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 11th second 	auto-1646074315-18015121160-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (explained the details of the offer recd for 1st order and the AS prices and regular pricing and the shipping charges applicable as well) 	Call Duration : 10 minutes 08 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed account and verified customer name 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and offered STS for 25 $ plus shipping as customer was not happy with the rates for 2nd AS without the subscription 	
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 retained customer with STS as customer was not happy with the offer recd for 1st time and then rates increased for 2nd AS order as he was not aware. 	
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? 	No 	Missed to ask if there is anything else that he could help with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL during closing 	

			
Call Score : 9 		Call comments and Details :Cx called in regarding a charge for his husband's account 	Lowlights : Missed to ask if there is anything else that he could help with? 

Call 3 : Abandoned 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	N/A 	Abandoned call (Duration 10 seconds) 	auto-1646069248-13802191863-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 10 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 (Duration 10 seconds) 	Lowlights : 

Thanks and Regards, 

Amit