Subject: HFL Call audits
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>, "Jet Jason, Paraiso. Gromea" <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Tue, 15 Mar 2022 06:47:42 -0700 (MST)

Hi Team, 

Please find the details of HFL calls audited. 

Harsh Call 1 

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 29th second (need to pick the call in 10 seconds) 	auto-1646951666-17656039931-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (answered customer's question about the charges and the products ordered and also cancelled As subscription as per his request) 	Call Duration : 3 minutes 41 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed account details of customer customer advised his name on the call 	
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? 	Yes 	Updated notes in UC 	
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 	Overall good call handling explained the details and cancelled As as per customer request and also advised about refund once product is returned, howebver did not sent e-mail for return instructions and details of address where the product needs to be sent to. 	
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 : 8 		Call comments and Details :Cx called in to know the charges on his credit card stetement that he recd. 	Lowlights : Opening was done, introduced self branded HFL as well greeted customer however call was picked up on 29th second (need to pick the call in 10 seconds), Overall good call handling explained the details and cancelled As as per customer request and also advised about refund once product is returned, howebver did not sent e-mail for return instructions and details of address where the product needs to be sent to. 

Jason Call 1: 

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 11th second 	auto-1646949786-19495664181-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (answered customer's question related to the charges and the refund for the product that was sent back) 	Call Duration : 4 minutes 26 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed account details of customer and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and checked the tracking for return and advised he would work on it and initiate the refund and then it was done 	
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes in UC 	
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 	Overall good call handling, advised the details and checked the tracking and advised of the next steps, followed protocols required like soft skills, acknowledgement, customer service skills, advised he would e-mail the status however no e-mail sent ticket 114261 	
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 know the charges on his credit card stetement that he recd. 	Lowlights : advised he would e-mail the status however no e-mail sent ticket :114261 

Jason Call 2: 

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 11th second 	auto-1647275094-17708072992-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (advised he would cancel AS subscription) 	Call Duration : 7 minutes 59 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accessed account details of customer and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and checked the details of customer and advised he would follow up on the case, emailed to customer and Deb as well to look into this and customer was refund 	
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes in UC and also craeted ticket for the same : 117572 	
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, was professional and followed protocols like soft skills, acknowledgement 	
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? 	N/A 	there was no response from customer towards the end and seems he was not connected 	
Closing and branding followed or not? 	N/A 	N/A 	

			
Call Score : 9 		Call comments and Details :Cx called in as he did not recd his products and also wanted to know about the products that was removed from order for refund 	Lowlights : none 

Thanks and Regards 
Amit