Subject: Quality Audit Feedback for Theo (4 Calls)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Sat, 25 Sep 2021 04:59:57 -0700 (MST)

Hi Theo, 

Please find the details for the calls audited: 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	No 	Delayed opening (call was opened after 1 min and 18 seconds) however opening was correct, introduced self and branded Client. 	auto-1632433528-+12198631580-6503 
Understanding issue and paraphrasing 	No 	Understood customers reason for the call in 1 go however no paraphrasing done initially and verified it many times which made cx annoyed 	Call Duration : 20 mins 43 seconds 
Collected/verified details as per the requirement/ issue/call 	NA 	collected order details via zendesk ticket created earlier 	
Resolution provided was appropriate or not? 	Yes 	she cancelled auto ship order 	
Customer service skills shown or not like empathy/apology as required? 	No 	She verfied the customers concerns again after 10 minutes which was very wierd, need to work on customer service skills and did not answer costomers questions 	
Closing and branding 	Yes 	Closing was proper and also branded HFL 	
			
Call Score : 3 			
			
		Call comments and Details : Customer called to make sure and check if the auto ship order is cancelled 	Lowlights : Need to work on understanding/comprehension skills and work effectively as per the customers needs, need to finish transactions in stipulated time and should not verify the request again and again which makes customers annoyed and need to put herself in customers shoes and understand what he is going through and work accordingly. 

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-1632441446-+19405776834-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call ( order deep sleep) in 1 go 	Call Duration : 4 mins 38 seconds 
Collected/verified details as per the requirement/ issue/call 	No 	Technical issue with her system 	
Resolution provided was appropriate or not? 	no 	Did not place order due to technical issues and advised her colleague would get back 	
Customer service skills shown or not like empathy/apology as required? 	No 	Incorrect information given (no of pills in a bottle), unexplained dead air on the call, customer unable to understand her in 1 go due to high ROS and clarity, 	
Closing and branding 	Yes 	Closing was proper and also branded HFL 	
			
Call Score : 5 			
			
		Call comments and Details : Customer called in to order deep formula, Theo was unable to order it on that call due to technical issues with her system and noted her cb no and advised someone would cb to place the order for her in some time 	Lowlights : Incorrect information provided on the call related to product, unable to place the order on the call and did not provide the exact issue due to which she could not place order, unexplained dead air on the call, customer unable to understand her in 1 go due to high ROS and clarity, should take cutomer details and refer them by their name and not Ma'am 

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 HFL. 	auto-1632247411-+19565792082-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason of call in 1 go 	Call Duration : 4 mins 43 seconds 
Collected/verified details as per the requirement/ issue/call 	No 	Collected details of cx however unable to access his details in 1 go and had to ask for other details to access his order 	
Resolution provided was appropriate or not? 	Yes 	Provided resolution ( resent e-mail for return of the product) missed to answer cx queries, 	
Customer service skills shown or not like empathy/apology as required? 	No 	missed to apologize for product recd, 	
Closing and branding 	No 	closed call however missed to brand HFL 	
			
Call Score : 5 			
			
		Call comments and Details : Customer called in as he recd wrong product last month and wanted to return the product and get refund 	Lowlights : Need to learn how to fetch customer details while on the call/ what details need to be taken to access order details, missed to apologize for product recd, missed to answer cx queries,missed to brand HFL during call closing 

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 HFL. 	auto-1632246048-+15195241037-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for call in 1 go 	Call Duration : 7 mins 44 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected zip code to fetch customers details 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided (advised someone would call him to place wholesale order) however it was delayed 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to work on understanding skills (Cx said that it is wholesale order so should have referred to concerned team as he was unable to order himself), need to work on ROS and clarity so that cx could understand her in 1 go, lots of unexplained dead air on the call 	
Closing and branding 	No 	Closing done however missed to brand HFL 	
			
Call Score : 7 			
			
		Call comments and Details : Cx called in to place wholesale order 	Lowlights : Need to work on understanding skills (Cx said that it is wholesale order so should have referred to concerned team as he was unable to order himself), need to work on ROS and clarity so that cx could understand her in 1 go, lots of unexplained dead air on the call, hold procedure was not correct, missed branding during closing, responses need to be better and oganized 

			

Regards, 
Amit