Subject: Quality Audit Feedback for Theo
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 04:32:53 -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. 	Yes 	Correct opening, introduced self and branded HFL. 	auto-1633124909-+12167313396-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for call in 1 go 	Call Duration : 2 mins 30 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's details to check his order and verified his name as well to make sure if she is working on the correct account 	
Resolution provided was appropriate or not? 	Yes 	Resolution was provided (she advised about the status of order as per the tracking details and advised him to check it again and check with the neighbours as well) 	
Customer service skills shown or not like empathy/apology as required? 	No 	missed to acknowledge customer on time 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well during closing 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to check as he did not recd his order, she checked the order details and mentioned that the order was delivered today in mailbox, he advised he did not recd it, he checked it again and found out that it was just delivered 	Lowlights : Missed to acknowledge customer on time when he tried to convey that he recd the order, need to use thank you when customer gives any information required, 

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-1633125815-Restricted-6503 
Understanding issue and paraphrasing 	No 	Not able to understand Customer's reason of call in 1 go and then had to verify with customer to make sure 	Call Duration : 8 mins 53 seconds 
Collected/verified details as per the requirement/ issue/call 	No 	Collected customer's details however she was unable to pull up her details for a long time. 	
Resolution provided was appropriate or not? 	No 	Correct/appropriate resolution not provided as there was a previous order placed EH-202109022234-099925 on 2nd Sep which was delivered as well as per the tracking details 	
Customer service skills shown or not like empathy/apology as required? 	No 	No Emapthy/ apology displayed on the call when customer mentioned that she was charged on her card for 6 bottles however she recd 3 bottles, call handling and accessing account details needs to be handled better. 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well during closing 	
			
Call Score : 3 			
			
		Call comments and Details : Customer called about a charge for BPO (Blood Pressue Optimizer) on her card and was charged for 6 bottles however she recd. only 3 bottles, she advised her that she would send her an e-mail and advised her to send proof of payment to initiate the refund, 	Lowlights : Took too long to fetch customer details even after receiving her zip code, e-mail ID, name, she even was not sure of the reason for the call and verified it with the customer, resolution provided was not appropriate as well as it seems she was not able to access customers previous order 

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-1633190079-19183780536-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for call in 1 go 	Call Duration : 3 mins 01 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's details to fetch his order details 	
Resolution provided was appropriate or not? 	No 	Auto ship still showing enabled on customer's account in UC however he advised her to cancel it for one month 	
Customer service skills shown or not like empathy/apology as required? 	No 	empathy shown however it was not timely and she was late 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well during closing 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in to cancel his auto ship order due to financial reasons (crunch) 	Lowlights : Should not advise about STS (save the sale) to customer as it is internal, Auto ship still showing enabled on customer's account in UC however he advised her to cancel it for one month, empathy shown however it was not timely and she was late 

Best Regards, 

Thanks 
Amit