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: Tue, 5 Oct 2021 03:49:56 -0700 (MST)

Hi Theo, 

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-1633124738-+17136496507-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for call in 1 go 	Call Duration : 02 mins 18 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's zip code to fetch his order details 	
Resolution provided was appropriate or not? 	No 	Advised she would escalate the issue to shipping dept however no notes mentioned in UC and no ticket created as well 	
Customer service skills shown or not like empathy/apology as required? 	No 	Customer unable to understand Theo in 1 go due to high ROS and voice clarity issues, need to use words phrases like " I would be more than happy to assist you" to sound customer centric and ready to help, need to include please and thank you while taking customer details and once he provides his details, 	
Closing and branding 	Yes 	Closing was proper and branded HFL as well 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in to make changes in his order/cancel as he ordered more products by mistake 	Lowlights : Advised she would escalate the issue to shipping dept however no notes mentioned in UC and no ticket created as well, Customer unable to understand Theo in 1 go due to high ROS and voice clarity issues, need to use words phrases like " I would be more than happy to assist you" to sound customer centric and ready to help, need to include please and thank you while taking customer details and once he provides his details, 

Best Regards, 

Thanks 
Amit