Subject: Re: HFL Call Audits
From: Deeksha Dadu <[email-masked]>
To: Amit Gupta <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Thu, 24 Mar 2022 11:47:04 +0000

Amit, why are u including abandoned calls in your audit? Is that a joke? Audits should have only and only calls that were attended and had any conversation.

also, i asked u to check for missed and abandoned calls everyday and there should be included in your everyday report, not part of audits!

i need to know how many calls are missed/abandoned everyday, who are all were in the shift, were they on call or not, if not, why did they not answer those calls, i need ALL this data in your daily report. if you do not understand any of this, speak with ashish and understand from him on how to get this data but it must be included in your reports.

send me today's report again with this data
________________________________
From: Amit Gupta <[email-masked]>
Sent: Thursday, March 24, 2022 4:24 PM
To: Harsh Sharma <[email-masked]>; Jet Jason, Paraiso. Gromea <[email-masked]>; Anish Nair <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>
Subject: HFL Call Audits

Hi Team,

Please find the details of HFL calls audited.

Call 1 Jason:

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 8th second     auto-1647969895-13419001868-6503
Offered assistance to the caller or not?        N/A     N/A     Call Duration : 0 minutes 11 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 :Jason opened the call pretty well and offered help however the call was disconnected by customer not sure about the reason   Lowlights : none

Call 2 Abandoned :

Parameters      Markings (Yes/No/NA)    Remarks/Comments        Call Unique ID
Call opening, Greeting, Introduction and Branding HFL   N/A     Abandoned call, it was not picked up after ringing for 1 minute and 34 seconds  auto-1647873546-19287136722-6503
Offered assistance to the caller or not?        N/A     N/A     Call Duration : 1 minutes 34 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 , it was not picked up after ringing for 1 minute and 34 seconds      Lowlights :

Call 3 Abandoned:

Parameters      Markings (Yes/No/NA)    Remarks/Comments        Call Unique ID
Call opening, Greeting, Introduction and Branding HFL   N/A
Abandoned call, not picked after ringing for 17 seconds auto-1647624458-14102686692-6503
Offered assistance to the caller or not?        N/A     N/A     Call Duration : 0 minutes 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 :Abandoned call, not picked after ringing for 17 seconds      Lowlights : none

Call 4 Jason:

Parameters      Markings (Yes/No/NA)    Remarks/Comments        Call Unique ID
Call opening, Greeting, Introduction and Branding HFL   N/A     N/A     auto-1647970612-382-0512425570766 (outbound)
Offered assistance to the caller or not?        N/A     N/A     Call Duration : 3 minutes 57 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?       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 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     N/A
Closing and branding followed or not?   N/A     N/A
Call Score :            Call comments and Details :Outbound call regarding A/R unprocessed transaction however customer advised him to cb on friday as he had insufficient funds in his account for the transaction to proceed  Lowlights : none

Thanks and Regards,
Amit