Subject: Quality Audit Feedback for Harsh
From: Amit Gupta <[email-masked]>
To: Harsh Sharma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Wed, 6 Oct 2021 04:41:08 -0700 (MST)

Hi Harsh, 

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-1633475237-+14022577138-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 9 mins 06 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	was able to fetch the ticket details 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided (advised customer and mentioned he forwarded case to order placement team for confirmation and mentioned he would be updated about the same) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Customer service skills need to be shown on call initially and should apologize/empathize as per situation and for order not processed in time/delivered, need to inform customer that Debra is handling the case and working on the order to get it shipped and delivered ASAP 	
Closing and branding 	Yes 	closed call properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to speak to Debra as he did not recd the order that was placed last week 	Lowlights : Customer service skills need to be shown on call initially and should apologize/empathize as per situation and for order not processed in time/delivered, need to inform customer that Debra is handling the case and working on the order to get it shipped and delivered ASAP 

Best Regards, 

Thanks 
Amit