Subject: Quality Audit Feedback for Harsh (5calls)
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Tue, 5 Oct 2021 03:56:00 -0700 (MST)

Hi Harsh, 

Please find the details for the call audited (5 calls) 

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-1633190661-+19139801114-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 04 mins 12 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customers e-mail ID to pull up her order details. 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided and advised about the details of the product ordered and answered customer queries/questions 	
Customer service skills shown or not like empathy/apology as required? 	No 	Should have used power words/phrases like I would be more than happy to assist you/check the details for you so that it gives customer an impression that we are customer centric and ready to assist whenever required, should thank customer when she provides details as required, need to work on voice clarity and ROS needs to be lowered down 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well during closing 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in as she had problems placing order on the website and wanted to check/verify, he checked the details of her order and mentioned the products ordered. 	Lowlights : Should have used power words/phrases like I would be more than happy to assist you/check the details for you so that it gives customer an impression that we are customer centric and ready to assist whenever required, should thank customer when she provides details as required, need to work on voice clarity and ROS needs to be lowered down 

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-1633283495-+18455360024-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 02 mins 16 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Accessed customer's order details via his telephone no. 	
Resolution provided was appropriate or not? 	Yes 	Resolution was provided however should have asked about the reason for his cancellation. 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to show better customer service skills by using power words like "I would be more than happy to assist you", should also ask for the reason for the cancellation and also he missed to mention notes in UC, shouls have verified his name as well once he pulled up his order details. 	
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 cancel his auto ship order for one product 	Lowlights : Need to show better customer service skills by using power words like "I would be more than happy to assist you", should also ask for the reason for the cancellation and also he missed to mention notes in UC, should have verified his name as well once he pulled up his order 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-1633297139-16045511315-6503 
Understanding issue and paraphrasing 	Yes 	Was able to understand customer's reason for the call 	Call Duration : 03 mins 22 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected details of the cutomer like e-mail ID to check orders/account however was not able to pull up the details 	
Resolution provided was appropriate or not? 	NA 	Wrong number (Customer tried to reach billing dept forTelus home security) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Should not advise customers to cb due to system error/if unable to access order/account details, customer was unable to hear/understand him as his voice was not clear and need to work on clarity and ROS, missed to acknowledge customer/use appropriate customer service skills/power words when customer reiterated the issue 	
Closing and branding 	No 	Closing was done however missed to brand HFL 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in regards to billing issues/questions however it was a wrong no as customer tried to reach customer service dept for Telus home security, 	Lowlights : Should not advise customers to cb due to system error/if unable to access order/account details, customer was unable to hear/understand him as his voice was not clear and need to work on clarity and ROS, missed to acknowledge customer/use appropriate customer service skills/power words when customer reiterated the issue, missed branding during 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-1633305740-+17576525250-6503 
Understanding issue and paraphrasing 	Yes 	Was able to understand cutomer's reason for the call in 1 go 	Call Duration : 04 mins 28 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details to access his account/order details, 	
Resolution provided was appropriate or not? 	No 	Provided resolution and offered 2 different options ( refund for 4 bottles/50% refund and keep the products) however he should have first rebutted as per the Guidelines mentioned in KB and then go for 50% refund 	
Customer service skills shown or not like empathy/apology as required? 	No 	Customer unable to hear him/understand him in 1 go as the pitch was low and he had to repeat himself, resolution should be followed as per the KB document. 	
Closing and branding 	Yes 	Closing was proper and branded HFL as well 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in to return AV as he mentioned there was no results after using it for 2 months and wanted refund, 	Lowlights : Provided resolution and offered 2 different options ( refund for 4 bottles/50% refund and keep the products) however he should have first rebutted as per the Guidelines mentioned in KB and then go for 50% refund, Customer unable to hear him/understand him in 1 go as the pitch was low and he had to repeat himself, resolution should be followed as per the KB document. 

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-1633311475-+19033603950-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 02 mins 48 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details to access his order details and to cancel his auto ship subscription 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided ( cancelled his auto ship subscription as he did not wanted to receive the product) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Long dead air on the call for which he did not informed/took permission for the customer neither put him on hold, need to use please and thank you while asking details from the customer to fetch his order details and then need to thank him, 	
Closing and branding 	Yes 	Closing was proper and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to cancel his auto ship subscription 	Lowlights : Long dead air on the call for which he did not informed/took permission for the customer neither put him on hold, need to use please and thank you while asking details from the customer to fetch his order details and then need to thank him, 

Best Regards, 

Thanks 
Amit