Subject: HFL Call Audit
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>, "Jet Jason, Paraiso. Gromea" <[email-masked]>, Shagufa Anam <[email-masked]>, Anish Nair <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Thu, 3 Mar 2022 05:02:19 -0700 (MST)

Hi Team, 

Please find the call audit details 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-1646246061-18882005972-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration :0 minute 17 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 was opened however there was no response from the customer and then the call was disconnected 	Lowlights : 

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 11th second 	auto-1646233556-12083184788-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (explained about the details of the charge for the order on HFL, checked customer's order and advised of the product which was ordered on AS (Alphaviril) and cancelled AS as well once the customer came to know about it) 	Call Duration : 2 minutes 06 seconds 
Did he/she accessed customer details/order and verified customer name? 	No 	Accessed customer's account however missed to verify customer's name initially on the call (did it towards the end of the call) 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised about the charge that was due to the product ordered on AS and also cancelled AS order on customer's request when he came to know about it) 	
Mentioned notes/updated ticket as applicable? 	Yes 	Mentioned notes in UC and sent e-mail as well for the confirmation and information purpose 	
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 	Missed to say sorry for the inconvenience customer had as he did not get any e-mail/communication after placing the order for 10-11 days and had to call us, need to work on customer service skills 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Overall good call handling was proactive in approach and advised about AS and then cancelled it as per customer's request,acknowledged customer's concerns and resolved them as well 	
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 that she 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 know about the charge received and called the number mentioned there 	Lowlights : Accessed customer's account however missed to verify customer's name initially on the call (did it towards the end of the call), Closed call however missed to brand HFL during closing 

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 11th second 	auto-1646232721-16199441319-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 32 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 :Wrong number, called in by mistake/ was not sure where he was calling 	Lowlights : 

Thanks and Regards 

Amit