Subject: Re: Quality Audit Feedback for Theo (6 Calls)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Mon, 4 Oct 2021 02:15:55 -0700 (MST)

Sure Theo, 

We could schedule a call during this weekend and discuss about the lowlights and highlights of the audits in detail so that it could be taken care of. 

Best Regards, 

Thanks 
Amit 

From: "Theodorah Goba" <[email-masked]> 
To: "Amit Gupta" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "deeksha" <[email-masked]>, "Ashish Dabral" <[email-masked]> 
Sent: Sunday, October 3, 2021 5:15:53 AM 
Subject: Re: Quality Audit Feedback for Theo (6 Calls) 

Hello Amit, 

I appreciate the positive comments and as well as the corrections however there are some areas i would suggest your first hand expertise. With that being said, i would suggest if you scheduled a call so we could develop the concerned areas. 

Regards, 
Theo. 

From: "Amit Gupta" <[email-masked]> 
To: "Theodorah Goba" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "deeksha" <[email-masked]>, "Ashish Dabral" <[email-masked]> 
Sent: Thursday, September 30, 2021 5:06:06 PM 
Subject: Quality Audit Feedback for Theo (6 Calls) 

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. 	Yes 	Correct opening, introduced self and branded HFL. 	auto-1632929399-+13183971594-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason of call in 1 go 	Call Duration : 3 mins 56 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Verified customers zip however unable to pull up his order and had to get his e-mail address to fetch the details 	
Resolution provided was appropriate or not? 	Yes 	Resolved customers query and adjusted the date for the next auto ship as per his request 	
Customer service skills shown or not like empathy/apology as required? 	No 	Missed to empathize customer timely, 	
Closing and branding 	Yes 	Closing done properly and also branded HFL 	
			
Call Score : 8 			
			
		Call comments and Details : Cx called in to discuss about his order and wanted to increase the frequency for Choleslo for the next auto ship 	Lowlights : she was unable to pull the customers order in 1 go with zip code, she should try to use phone numebr or e-mail address to feth his details, missed to empathize customer timely, rest the call was appropriate handled 

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-1632930319-+19018530952-6503 	
Understanding issue and paraphrasing 	Yes 	Understood customers reason for call in1 go 	Call Duration : 4 mins 25 seconds 	
Collected/verified details as per the requirement/ issue/call 	NA 	NA as she was working on the same order 		
Resolution provided was appropriate or not? 	Yes 	Resolution was provided and reprocess the same order with her card details and it was done successfully, 		
Customer service skills shown or not like empathy/apology as required? 	Yes 	answered customers other questions and queries as well, 		
Closing and branding 	No 	Closed the call properly however missed to brand HFL 		
				
Call Score : 8 				
				
		Call comments and Details : Cx called in as her order was not processed as the card was declined earlier and she wanted to reprocess the order 	Lowlights : Missed to brand HFL while closing the call, 	Highlights : Overall good call handling and responses were prompt and logical 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	No 	Incomplete opening, missed to brand self and Client (HFL) 	auto-1632936566-17733968780-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 2 mins 30 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected details of cx required to access his order details 	
Resolution provided was appropriate or not? 	Yes 	Resolution was provided and cancelled auto ship 	
Customer service skills shown or not like empathy/apology as required? 	No 	Cx was not able to understood her in 1 go and she had to repeat, need to avoid using negative sentences, 	
Closing and branding 	Yes 	Closing done properly and also branded HFL 	
			
Call Score : 7 			
			
		Call comments and Details : Cx called in to cancel his order which he placed earlier 	Lowlights : Need to use correct verbiage " order was processed and shipped", opening needs to be better and should start with "thank you for calling HFL and should not use Hello", need to work on clarity and ROS as customer was not able to understand her in 1 go 

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-1632937287-+15306057604-6503 
Understanding issue and paraphrasing 	Yes 	understood customer's reason for the call in 1 go 	Call Duration : 6 mins 11 seconds 
Collected/verified details as per the requirement/ issue/call 	No 	Although she verified zip code of customer however not able to open his details and should work on the details required to open customer's account in 1 go like name/e-mail/phone no. 	
Resolution provided was appropriate or not? 	Yes 	Placed the order for the cx successfully 	
Customer service skills shown or not like empathy/apology as required? 	No 	unable to get the card details in 1 go (block of 4) and customer had to repeat the details, initially she mentiond different total cost and then it was different, need to work on voice clarity and be audible, 	
Closing and branding 	No 	Closing was done however missed to brand HFL 	
			
Call Score : 5 			
			
		Call comments and Details : customer called in to renew his order 	Lowlights : Although she verified zip code of customer however not able to open his details and should work on the details required to open customer's account in 1 go like name/e-mail/phone no, she was unable to get the card details in 1 go (block of 4) and customer had to repeat the details, initially she mentiond different total cost and then it was different, need to work on voice clarity and be audible, missed to brand HFL whils closing the call 

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-1632939225-+19043222606-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for call in 1 go 	Call Duration : 11 mins 45 seconds 
Collected/verified details as per the requirement/ issue/call 	No 	Collected customer details as required to place the new order however she was unable to enter it in 1 go and customer had to repeat the details 	
Resolution provided was appropriate or not? 	Yes 	Placed new order for the cx 	
Customer service skills shown or not like empathy/apology as required? 	No 	Took too long to place the new order and details were taken multiple times which need to be avoided and work on listening and comprehension skills, she however answered cutomers questions and queries 	
Closing and branding 	Yes 	Closing done properly and also branded HFL 	
			
Call Score : 7 			
			
		Call comments and Details : customer called in to place a new order 	Lowlights : Need to be timesensitive and place a new order in stipulated time and need to work on comprehension and listening skills so that she could take down customer details in 1go to process the order, Collected customer details as required to place the new order however she was unable to enter it in 1 go and customer had to repeat the details 

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-1632946081-+12035718877-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go, 	Call Duration : 1 mins 44 seconds 
Collected/verified details as per the requirement/ issue/call 	NA 	verification of details was not reqd as cx just wanted to know the blling address of HFL 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided as per cx questions and queries 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to acknowledge customer, ask if there is any thing else that she could help her with?, need to mention power words like I would be more than happy to help you 	
Closing and branding 	Yes 	Closing done properly and also branded HFL 	
			
Call Score : 8 			
			
		Call comments and Details : customer called in to know the billing address of HFL (town) 	Lowlights : Need to acknowledge customer, ask if there is any thing else that she could help her with?, need to mention power words like I would be more than happy to help you, need to be specifis and to the point and should understand customers needs 

Thanks, 

Regards 
Amit