Subject: Quality Audit Feedback for Dimpy
From: Amit Gupta <[email-masked]>
To: Dimpy Chawla <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Tue, 5 Oct 2021 04:16:23 -0700 (MST)

Hi Dimpy, 

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-1633323799-+12892719421-6503 	
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 14 mins 23 seconds 	
Collected/verified details as per the requirement/ issue/call 	Yes 	Ticket no 110824 was already created 		
Resolution provided was appropriate or not? 	Yes 	Resolution provided ( advised about the AV which was not delivered earlier and was shipped later on, also clarified her doubts related to Auto ship order, price difference due to auto ship order and normal order without auto ship and also cancelled auto ship order as per customer's request. 		
Customer service skills shown or not like empathy/apology as required? 	Yes 	Showed customer service skills, cancelled her subscription, explained the charges for the present order and the previous order, answered customer's queries and questions as well 		
Closing and branding 	Yes 	Closing was proper and branded HFL as well 		
				
Call Score : 9 				
				
		Call comments and Details :Customer called in as she did not recd a product ordered earlier and had questions about the different bills that was charged for same products which was explained and clarified pretty well by Dimpy. 	Lowlights : None 	Highlights : Explained the details of the order, product not recd and charges pretty well so that the customer was able to understand it, she also provided her options if she wanted to continue the auto ship/cancel it.