Subject: Quality Audit Feedback for Harsh (2 Calls)
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Fri, 1 Oct 2021 04:52:53 -0700 (MST)

Hi Harsh, 

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. 	Yes 	Correct opening, introduced self and branded HFL. 	auto-1632953111-+15095801907-6503 	
Understanding issue and paraphrasing 	Yes 	was able to understand customers reason for call in 1go 	Call Duration : 02 mins 07 seconds 	
Collected/verified details as per the requirement/ issue/call 	Yes 	able to pull up customers details via his contact number 		
Resolution provided was appropriate or not? 	Yes 	Cancelled his auto ship subsription 		
Customer service skills shown or not like empathy/apology as required? 	Yes 	Customer service skills on the call were displayed as per the call scenario 		
Closing and branding 	Yes 	Closed the call properly and branded HFL 		
				
Call Score : 9 				
				
		Call comments and Details : Customer called in to cancel his auto ship subscription for AV 	Lowlights : None 	Highlights : Very good call handling, was proactive and quick on the call to cancel auto ship 

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-1632963685-+16414514436-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 04 mins 02 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Generic question from Customer, checked his account details with his contact no and advised about customers next auto ship date 	
Resolution provided was appropriate or not? 	Yes 	Answered customers questions and gave additional details required for auto ship order frequency changes 	
Customer service skills shown or not like empathy/apology as required? 	No 	showed good customer service skills however on an instance the customer was unable to understand him in 1 go and he had to repeat and needs to work on clarity of speech 	
Closing and branding 	Yes 	Closed call properly 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to know when his card would be debited next for the auto ship order 	Lowlights : on an instance the customer was unable to understand him in 1 go and he had to repeat and needs to work on clarity of speech 

Regards, 

Thanks 
Amit