Subject: Analysis of call & tickets
From: Ishant Bajaj <[email-masked]>
To: [email-masked]
Date: Mon, 15 Nov 2021 22:39:10 -0800

Hi,

Greetings !!

Please find below the analysis of the call & audit.

*Call id:* RE378d1b7939ffb05ae2df1f5c7e012bd8.mp3

Call was transferred from Amazon customer care executive for help with a
headset

*Positive Aspects:*

1. Opening was fine. Branding was there
2. Engineer confirmed the make and model from caller
3. Confirmed the date of purchase and informed the warranty
4. Confirmed the issue
5. Probed issue
6. Probing was there
7. Verified the customer details
8. Provided the ticket number

*Areas of improvement:*

1. Need to paraphrase the issue to make sure the caller and the engineer
are on the same page
2. Proper assurance was missing
3. Need to avoid interrupting the customer. Let the customer complete
4. Closing needs to be proper. Need to thank customers for calling and need
to give branding.
5. Heat check was missing

::::::::::::::::::::::::::::::::::::::::::::::::::::::
*Email id:* 135999.pdf

Company name was missing
Contact person and email was missing
Issue description is not there

*Email id:* 143934.pdf

Probing was not proper
Need to give proper assurance
Need to give contact details on emails

-- 
*Thanks & Regards:*
*Ishant Bajaj*
*(+91) 9910294007*