Subject: HFL Call Audit
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: Tue, 19 Apr 2022 05:04:37 -0700 (MST)

Hi Team, 

Please find the details of the HFL Calls audited. 

Call 1 Anish: 

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, greeted customer however call was picked up on 20th second (need to pick the call within 10 seconds) 	auto-1650288679-15038603601-6503 
Offered assistance to the caller or not? 	Yes 	Cx called in to know about the charges on his card which he was charged and wanted to know who it was as there was a number mentioned, he helped and adviosed about HFL and customer came to know that he ordered product for which he was charged 	Call Duration : 1 minutes 00 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 customer about HFL Solutions and that we sell supplements and then customer came to know that he was charged for the supplement ordered. 	
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 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns/ issues however the answeres were not as per the process guidelines and protocols 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Asked customer iof there was anything else that he can help him with? 	
Closing and branding followed or not? 	No 	Closing was done however missed to brand HFL 	

			
Call Score : 8 		Call comments and Details :Cx called in to know about the charges on his card which he was charged and wanted to know who it was as there was a number mentioned 	Lowlights : Opening was done, introduced self branded HFL, greeted customer however call was picked up on 20th second (need to pick the call within 10 seconds), Closing was done however missed to brand HFL 

Call 2 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, greeted customer however call was picked up on 17th second (need to pick the call within 10 seconds) 	auto-1650204543-15152124615-6503 
Offered assistance to the caller or not? 	Yes 	Cx called in to change his auto ship products (BPO and BFO) and the shipment dates (May 1st) as well for the AS, changed the products for the next shipment and the dates as well as per customer's request 	Call Duration : 2 minutes 03 seconds 
Did he/she accessed customer details/order and verified customer name? 	Yes 	Accesed customer's account and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and made changes to the products that he would receive in his next AS and the dates as well as per customer's request 	
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 	Overall good call handling, was professional and followed protocols like soft skills, acknowledgement however on one occasion customer was not able to understand what he said and had to repeat 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns and helped him accordingly 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Asked customer iof there was anything else that he can help him with? 	
Closing and branding followed or not? 	Yes 	Closing was doneand branded HFL as well 	

			
Call Score : 8 		Call comments and Details :Cx called in to change his auto ship products (BPO and BFO) and the shipment dates (May 1st) as well for the AS, 	Lowlights : Opening was done, introduced self branded HFL, greeted customer however call was picked up on 17th second (need to pick the call within 10 seconds), on one occasion customer was not able to understand what he said and had to repeat 

Thanks and Regards, 
Amit