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: Wed, 6 Oct 2021 04:37:42 -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-1633463232-+12077546789-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for call in 1 go 	Call Duration : 7 mins 44 seconds, 56 seconds and 6 mins 2 seconds ( 3 calls one was picked up by Harry and gave the opening however there was no respnse from the customer and the call was disconnected) 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected previous order details to check his order and the offer/promotion recd. 	
Resolution provided was appropriate or not? 	Yes 	Placed order for the product that customer was looking for and answered customers questions and queries, 	
Customer service skills shown or not like empathy/apology as required? 	No 	Time taken to order the product was long and should try to do it in 2-3 mins maximum, should have apologized consultant for the call drop last time however it was not done, did not thank customer for the order and the information required from his end to order the product successfully. 	
Closing and branding 	Yes 	Closing was proper and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to order 7 bottles of Choleslo with the same deal as he recd when he ordered it the last time, 	Lowlights : She was not able to provide customer the deal that he recd the last time when he ordered, customer was unable to understand her in 1 go and she had to repeat herself, time taken to order the product was long and should try to do it in 2-3 mins maximum, should have apologized consultant for the call drop last time however it was not done, did not thank customer for the order and the information required from his end to order the product successfully. 

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-1633471236-16097353975-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for call in 1 go 	Call Duration : 5 mins 32 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details like zip code to fetch his order details and verified his name as well 	
Resolution provided was appropriate or not? 	Yes 	Resolution Provided (ticket created 111195 and escalated to shipping dept and waiting instructions from Jessica for the refund to be processed) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to work on customer service skills and acknowledge cutomer's concerns and be proactive and willing to help, responses need to be specific and as per the KB/website details and should only stick to what customer's queries are 	
Closing and branding 	Yes 	Closing was proper and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in as he made a mistake while placing his order and wanted to get that corrected and get refund for the other products ordered accidentally 	Lowlights : Need to work on customer service skills and acknowledge cutomer's concerns and be proactive and willing to help, responses need to be specific and as per the KB/website details and should only stick to what customer's queries are 

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-1633473209-+15103256195-6503 
Understanding issue and paraphrasing 	Yes 	Was able to comprehend and understand Customer's reason for the call in 1 go and paraphrased it as well 	Call Duration : 2 mins 09 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected his zip code details to pull his order details and also verified his name to make sure she is accessing the correct order 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided and she changed the auto ship order to next date as per customer and mentioned the details in order notes, it was good to see that she saved the sale and did not go for cancellation of the order 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to use please and thank you on the call and also need to show that she is there to help by saying something like "I would be more than happy to help you" 	
Closing and branding 	Yes 	Closing was proper and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to change his auto ship order which was placed, earlier 	Lowlights : Need to use please and thank you on the call and also need to show that she is there to help by saying something like "I would be more than happy to help you" 

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-1633474440-+19075137407-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 1 mins 40 seconds 
Collected/verified details as per the requirement/ issue/call 	NA 	NA 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided : Advised customer to use Google chrome and also offered help if he would like her to place the order on his behalf, 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to work on customer service skills ( no empathy/apology shown ( I am so sorry to hear that )when customer mentioned he was unable to order and fill his e-mail details, 	
Closing and branding 	Yes 	Closing was proper and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in as he was unable to order online and unable to fill the e-mail address details 	Lowlights : Need to work on customer service skills ( no empathy/apology shown ( I am so sorry to hear that )when customer mentioned he was unable to order and fill his e-mail 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-1633474699-+14033354883-6503 and auto-1633475939-+14033354883-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 3 mins 27 seconds and 4 mins 42 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customers zip code details to fetch his order details and verified his name as well 	
Resolution provided was appropriate or not? 	No 	No Resolution provided (advised his colleague would call her and did not mentioned the exact problen she had with the system), also there was no notes updated for the call 	
Customer service skills shown or not like empathy/apology as required? 	No 	Responses should be more customer centric and need to be proactive in approach, 	
Closing and branding 	No 	Closed the call however missed to brand HFL 	
			
Call Score : 5 			
			
		Call comments and Details : Customer called in to order Choleslo for the same offer/rate that he was offered last time when he ordered it on phone 	Lowlights : No Resolution provided (advised his colleague would call her and did not mentioned the exact problen she had with the system), also there was no notes updated for the call, Responses should be more customer centric and need to be proactive in approach, Closed the call however missed to brand HFL, 
		Call comments and Details :Customer called back as his order was not placed on the precious call, order was processed successfully on the call, 	Lowlights : Need to advise about the shipping TAT (turn around time) 24 hours and days needed to receive the order in US correctly 

Best Regards, 

Thanks 
Amit