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: Mon, 7 Mar 2022 05:42:11 -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 	No 	Opening was done, introduced self greeted customer, branded HFL however call was picked up on 14th second (should have been picked within 10 seconds) 	auto-1646619061-17864514852-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (advised about HFL and Dr. Sam Robbins and so customer was able to understand that she was charged by HFL and thanked Harsh) 	Call Duration : 1 minutes 04 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 and Dr. Sam robbins website so the customer came to know abut the charges and who charged it and was ok as she wanted to know if she was billed at the right place 	
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 	No 	Customer was not able to understand him in 1 go and had to repeat and finally she was able to get what he meant and make sure it was HFL who charged her account 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns/ issues and answered accordingly. 	
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 was anything else that he could help her with? 	
Closing and branding followed or not? 	Yes 	Closed call however missed to brand HFL during closing 	

			
Call Score : 7 		Call comments and Details :Cx called in know about the charge received and then came to know that she was charged by HFL 	Lowlights : Opening was done, introduced self greeted customer, branded HFL however call was picked up on 14th second (should have been picked within 10 seconds), Customer was not able to understand him in 1 go and had to repeat and finally she was able to get what he meant and make sure it was HFL who charged her account, Missed to ask if there was anything else that he could help her with? 

Call 2 : Shagufa 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Opening was done, missed to introduce self, missed to brand HFL as well greeted customer however call was picked up on 16th second (should have been picked within 10 seconds) 	auto-1646543735-18436531708-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (advised about HFL and Dr. Sam Robbins and advised customer he ordered BFO and subscribed to AS) 	Call Duration : 4 minutes 59 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed customer details and verified customer's name 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised about HFL and product ordered and also asked if he would like to continue or cancel as customer wanted to unsubscribe from AS order 	
Mentioned notes/updated ticket as applicable? 	No 	Mentioned notes however missed to mention the dates as per the format that needs to be put in notes 	
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 	answered customer's queries, advised about AS subscription and cancelled it as per customer's request 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns/ issues and answered accordingly. 	
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 was anything else that he could help him with? 	
Closing and branding followed or not? 	No 	Closed call however missed to brand HFL during closing 	

			
Call Score : 7 		Call comments and Details :Cx called in know about the charge received and advised to cancel AS subscription as he did not remebered if he ordered the product. 	Lowlights : Opening was done, missed to introduce self, missed to brand HFL as well greeted customer however call was picked up on 16th second (should have been picked within 10 seconds), Mentioned notes however missed to mention the dates as per the format that needs to be put in notes, Closed call however missed to brand HFL during closing 

Call 3 : Harsh 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	No 	Opening was done, introduced self branded HFL as well greeted customer however call was picked up on 1 minute 15th second (should have been picked within 10 seconds) 	auto-1646518041-15857304216-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (advised about HFL and Dr. Sam Robbins and product that was ordered by the customer) 	Call Duration : 8 minutes 26 seconds 
Did he/she accessed customer details/order and verified customer name? 	No 	Accessed customer details however missed to verify customer's name 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised about HFL and product ordered and also asked the tacking number as customer mentioned she sent it back to HFL 	
Mentioned notes/updated ticket as applicable? 	No 	No notes Mentioned in UC/ ticket no 115505 	
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 	No 	Customer was not able to understand him in 1 go and had to repeat the information, need to ask if she informed HFL that she returned the products/ was going to return the products back 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns/ issues and answered accordingly. 	
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 was anything else that he could help her with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well during closing 	

			
Call Score : 5 		Call comments and Details :Cx called in know about the charge from HFL as she recd a bill from HFL number 	Lowlights : Opening was done, introduced self branded HFL as well greeted customer however call was picked up on 1 minute 15th second (should have been picked within 10 seconds), Accessed customer details however missed to verify customer's name, Customer was not able to understand him in 1 go and had to repeat the information, need to ask if she informed HFL that she returned the products/ was going to return the products back,Missed to ask if there was anything else that he could help her with?, No notes Mentioned in UC/ ticket no 115505 

Thanks and Regards, 
Amit