Subject: Quality Audit Feedback for Theo (5 Calls)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Thu, 23 Sep 2021 04:43:00 -0700 (MST)

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	yes 	Correct opening, introduced self and branded Client. 	auto-1632149526-+18325152540-6503 
Understanding issue and paraphrasing 	No 	was not able to understand customer's reason for call in 1 go and asked/verified it again 	Call Duration : 4 mins 29 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected/verified her zip code to check the order details 	
Resolution provided was appropriate or not? 	Yes 	changed the shipping address as per customer's request 	
Customer service skills shown or not like empathy/apology as required? 	No 	customer unable to understand her in 1 go and had to repeat, she was not sure what to ask convey and started with some sentence however did not complete it and changed it, 	
Closing and branding 	No 	closing was done properly however missed to brand HFL 	
			
Call Score : 5 			
			
		Call comments and Details : Customer called in to change her address for direct ship order, 	Lowlights : need to think first before asking question/responding, need to take notes while on call and understand customers reason of call and should not verify it again and again, need to work on listening skills/comprehension skills and should not ask the questions which has been discussed earlier 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	No 	missed opening, greeting and branding HFL 	auto-1632322638-+8684792387-6503 
Understanding issue and paraphrasing 	yes 	was able to get customer's reason for the call as it was a repeat call 	Call Duration : 3 mins 04 seconds 
Collected/verified details as per the requirement/ issue/call 	NA 	Not able to ship product in West Indies as per HFL website 	
Resolution provided was appropriate or not? 	Yes 	Resolution was provided however it need to be short and simple and explanation was not required. 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to work on responses and they should be professional 	
Closing and branding 	No 	No proper closing and missed to brand HFL 	
			
Call Score : 5 			
			
		Call comments and Details : Customer called in again to know if he could get the product delivered in West Indies/or somewhere else, she answered his queries and provided alternative solution as well to get the product shipped/delivered. 	Lowlights : need to work on responses, missed basics like proper call opening, greeting and branding after opening the call, mised to close the call properly, responses ned to be short and simple and should not be very detailed. 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	yes 	Correct opening, introduced self and branded Client. 	auto-1632327119-19564000360-6503 
Understanding issue and paraphrasing 	yes 	Understood customer's reason of call in 1 go however 	Call Duration : 6 mins 38 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details to fetch the order 	
Resolution provided was appropriate or not? 	Yes 	Answered customers queries and questions, cancelled the order (auto ship ) as per customer's request 	
Customer service skills shown or not like empathy/apology as required? 	No 	Empathized customer however need to work on other customer service skill and proper responses which would be easy to understand for customer, unable to answer all customer's questions. 	
Closing and branding 	yes 	closing was done properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in and wanted to know if he is on autoship and then wanted to return the product due to headaches 	Lowlights : took too long to fetch the details, dead air on the call, need to work on the responses and they should be clear and easy to understand, not able to answer all customer queries, 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	Yes 	Correct opening, introduced self and branded Client. 	auto-1632344720-+19157796573-6503 
Understanding issue and paraphrasing 	No 	Could not understand customer's reason of the call in 1 go and asked about it even after he mentioned it clearly after call was opened, customer had hard time understanding her due to accent, 	Call Duration : 15 mins 23 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details to get the order details, 	
Resolution provided was appropriate or not? 	Yes 	placed the order for customer as per his request. 	
Customer service skills shown or not like empathy/apology as required? 	No 	need to work on basic customer service skills, multiple unexplained dead air on the call, need to work on verbiage and responses 	
Closing and branding 	Yes 	closing was done properly and branded HFL as well 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in to reorder, Theo verified all the details and placed the order successfully. 	Lowlights : customer unable to understand her clearly what she said and hard time throughout the call, Theo was unable to understand customers reason of call clearly in 1 go and asked about it, wrong details (name) mentioned on the call although correct details were fetched when zip code was entered in UC, took too long to order/get the details of customer, 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	yes 	Correct opening, introduced self and branded Client. 	auto-1632346678-+17073208304-6503 
Understanding issue and paraphrasing 	yes 	Understood the issue in 1 go however took time to fetch the order details and could not pull the order thru ZIP code although it was easily accessible 	Call Duration : 3 mins 12 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected/verified customer's zip code to check the order details however she was not able to do it and asked for the e-mail ID to pull the details 	
Resolution provided was appropriate or not? 	Yes 	Provided resolution (details of the order shipped and the ETA as per USPS) 	
Customer service skills shown or not like empathy/apology as required? 	NA 	Acknowledged customer's responses appropriately 	
Closing and branding 	Yes 	proper closing and branding done 	
			
Call Score : 8 			
			
		Call comments and Details : Customer wanted to know if the order was shipped or not, Theo checked the details and advised about the order details and status of tracking as per USPS, 	Lowlights : Need to work on Listening skills and comprehension as she was not able to fetch the order details with the help of Zip code details asked and then asked for customer's e-mail address to get the order details, need to take notes while on call, time taken on the call was more than expected