Subject: Quality Audit Feedback for Harish
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Fri, 24 Sep 2021 04:14:39 -0700 (MST)

Hi Harish, 

Please find the details of the call audited: 

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-1632427399-+17018058180-6503 
Understanding issue and paraphrasing 	yes 	was able to understand customer's reason for call in 1 go 	Call Duration : 3 mins 19 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details to fetch the order details 	
Resolution provided was appropriate or not? 	Yes 	Advised about the order which was declined and the reason behind the same and advised him to place a new order online, he also answered customers questions and queries 	Call taken by : Harry 
Customer service skills shown or not like empathy/apology as required? 	No 	Customer was unable to understand Harry in 1 go and need to be clear and ROS needs to be lowered down and also need to stop if the customer tries to say something/answer his question 	
Closing and branding 	No 	No proper closing done and missed to brand HFL 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in to know why the order is still pending and not processed, 	Lowlights : Although his responses were prompt still need to lower down the ROS as cutomer was not able to understand him in 1 go, he also needs to stop if the customer wants to say anything/respond and let him complete first before replying/answering 

Regards 

Thanks, 
Amit