Subject: HFL Call Audits
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>, "Jet Jason, Paraiso. Gromea" <[email-masked]>, Anish Nair <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Thu, 31 Mar 2022 05:11:15 -0700 (MST)

Hi Team, 

Please find the details of HFL calls audited. 

Call 1 Anish: 

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, greeted customer and call was picked up on 11th second 	auto-1648535932-16235519054-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer (advised about HFL as the customer did not recognise the charge and remembered about product ordered from HFL) 	Call Duration : 1 minutes 16 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 as the customer did not recognise the charge and remembered about product ordered from HFL 	
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 	Yes 	Overall good call handling, was professional and followed protocols like soft skills, acknowledgement and other protocols 	
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 him with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well. 	

			
Call Score : 9 		Call comments and Details :Cx called in to verify the charges he recd. and called HFL and remembered the charges and advised it was a valid charge. 	Lowlights : missed to ask if there was anything else that he could help him with? 

Call 2 Anish: 

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, greeted customer and call was picked up on 11th second 	auto-1648442080-Restricted-6503 
Offered assistance to the caller or not? 	No 	Advised he would cb and place order for her 	Call Duration : 5 minutes 02 seconds 
Did he/she accessed customer details/order and verified customer name? 	N/A 	N/A (customer mentioned her name) 	
Offered solution/escalated to right dept? 	No 	Should have placed an order right away however it was not done 	
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 	Yes 	Overall good call handling, was professional and followed protocols like soft skills, acknowledgement and other protocols 	
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? 	Yes 	Closed call and branded HFL as well. 	

			
Call Score : 8 		Call comments and Details :Cx called in to reorder Cholesterol Optimizer 	Lowlights : Missed to offer assistance to the caller and did not place order on the same call (Advised he would cb and place order for her), no resolution/solution offered to the customer (Should have placed an order rightaway however it was not done) 

Thanks and Regards, 
Amit