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, 10 Mar 2022 05:59:37 -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 branded HFL as well greeted customer and call was picked up on 12th second 	auto-1646712851-18043067814-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (advised about AS order and explained about it and cancelled his AS subscription and also informed product was shipped so advised him to return it to get the refund) 	Call Duration : 5 minutes 31 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 AS order and explained about it and cancelled his AS subscription and also informed product was shipped so advised him to return it to get the refund 	
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 : 6 		Call comments and Details :Cx called in know about the charge from HFL as she recd a bill from HFL number 	Lowlights : 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 

Call 2 : Harsh 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opening was done, introduced self branded HFL as well greeted customer and call was picked up on 13th second 	auto-1646876385-15027914509-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (processed order for customer) 	Call Duration : 4 minutes 57 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 processed order for the customer and advised about the offers available as per customer's needs before ordering 	
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 	Unexplained dead air for close to 2 minute, 	
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? 	Yes 	Closed call and branded HFL as well during closing 	

			
Call Score : 9 		Call comments and Details :Cx called in to order Cholesterol Optimizer 	Lowlights : Unexplained dead air for close to 2 minute, should have placed call on proper hold for 2 minutes if required 

Call 3 Harsh : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opening was done, introduced self branded HFL as well greeted customer and call was picked up on 14th second however call was diconnected 	auto-1646845694-14059373919-6503 
Offered assistance to the caller or not? 	N/A 	N/A 	Call Duration : 0 minutes 16 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 disconnected after opening 	Lowlights : 

Thanks and Regards, 
Amit