Subject: Quality Audit Feedback for Harsh
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Mon, 4 Oct 2021 04:23:49 -0700 (MST)

Hi Harsh, 

Please find the details for 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 HFL. 	auto-1633187819-+14104658068-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 4 mins 11 seconds 
Collected/verified details as per the requirement/ issue/call 	No 	Missed to verify Customer ( full name not verified) , 	
Resolution provided was appropriate or not? 	No 	No concrete resolution provided ( advised him to cb after an hour as system was not working properly) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Customer was unable to understand him in 1 go maybe due to clarity and ROS 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well during closing 	
			
Call Score : 5 			
			
		Call comments and Details : Customer called in to check his order status as he did not recd the ptroducts 	Lowlights : Missed to verify customer details and order details, No concrete resolution provided ( advised him to cb after an hour as system was not working properly), Customer was unable to understand him in 1 go maybe due to clarity and ROS, 

Best Regards, 

Thanks 
Amit