Subject: Quality Audit Feedback for Theo (5 Calls)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Thu, 7 Oct 2021 04:51:29 -0700 (MST)

Hi Theo, 

Please find the details for the calls 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-1633455143-+19103895990-6503 
Understanding issue and paraphrasing 	Yes 	Was able to understand customer's reason for the call in 1 go, 	Call Duration : 6 mins 49 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's zip code details to access her details and verified her name as well 	
Resolution provided was appropriate or not? 	Yes 	Resolution was provided and order was placed successfully and also answered customers questions and queries, 	
Customer service skills shown or not like empathy/apology as required? 	No 	Unable to capture customer's card details in 1 go and she had to repeat the whole thing again twice, dead air on the call while processing the order, need to use please and thank you while asking for details from customer for fetching order details/ while processing order for her, 	
Closing and branding 	Yes 	Closed call and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to order Cholesterol optimizer 	Lowlights : Unable to capture customer's card details in 1 go and she had to repeat the whole thing again twice, dead air on the call while processing the order, need to use please and thank you while asking for details from customer for fetching order details/ while processing order for her, need to work on listening and comprehension skills 

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-1633537788-19543810068-6503 
Understanding issue and paraphrasing 	Yes 	Was able to understand customers reason for the call in 1 go 	Call Duration : 4 mins 12 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customers details like zip code and order no to access his order details and also cerified his name 	
Resolution provided was appropriate or not? 	No 	Correct resolution was not provided ( need to explain customer about the order no EH-202109271219-077651 which was processed successfully and that was why his card was charged. 	
Customer service skills shown or not like empathy/apology as required? 	No 	Did not apologize/empathize customer when he mentioned that he placed an order and amount was deducted however someone from HFL advised his payment was declined 	
Closing and branding 	Yes 	Closed call and branded HFL as well 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in as his order was cancelled and mentioned the amount was deducted from his card, 	Lowlights : Correct resolution was not provided ( need to explain customer about the order no EH-202109271219-077651 which was processed successfully and that was why his card was charged), Did not apologize/empathize customer whe he mentioned that he placed an order and amount was deducted however someone from HFL advised his payment was declined, not able to capture order details in 1 go,need to work on listening and comprehension skills, missed to mention the order no in the ticket :110910 

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-1633538665-14044418268-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 6 mins 29 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details like zip code to access order details and also verified her name 	
Resolution provided was appropriate or not? 	Yes 	Answered customer's questions and queries and also cancelled Auto ship as per customer and updated the notes 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to work on effective call handling skills like when to apologize/empathize, customer was unable to understand her in 1 go maybe due to clarity issues and she had to repeat, 	
Closing and branding 	Yes 	Closed call and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to figure out the charges made to her account as there were some wierd activities on her account and health media Incorporated was mentioned in it as well and also wanted to cancel auto ship 	Lowlights : Need to work on effective call handling skills like when to apologize/empathize, customer was unable to understand her in 1 go maybe due to clarity issues and she had to repeat, 

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-1633539296-+14075387273-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 8 mins 09 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customers details to access his order and verfied his name as well 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided (placed the order and answered customers queries and questions) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to work on responses and make it interesting and better for the customers, customer was unable to understand her in 1 go due to clarity issues, need to empathize rather apologize if it is not our fault, 	
Closing and branding 	Yes 	Closed call and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to order Choleslo and get the deal which he recd. before 	Lowlights : Need to work on responses and make it interesting and better for the customers, customer was unable to understand her in 1 go due to clarity issues, need to empathize rather apologize if it is not our fault, need to cut down the time taken to process an order 

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-1633539824-+15703571038-6503 
Understanding issue and paraphrasing 	Yes 	Understood customers reason for the call in 1 go 	Call Duration : 5 mins 09 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details and accessed her order and verified her name 	
Resolution provided was appropriate or not? 	Yes 	Resolution Provided ( answered customers questions and queries), good to see that she mentioned she would send the link to login to her account in HFL, 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to use better verbiage and explanation about auto pay and how it works, no need to apologize if it is not our fault, need to counter customer claims regarding review and should have mentioned about the reviews that we have on the website with all the details as rebuttal 	
Closing and branding 	Yes 	Closed call and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer wangted to know why there is no login account in HFL and does not want autopay as she heard bad reviews about 	Lowlights : Need to use better verbiage and explanation about auto pay and how it works, no need to apologize if it is not our fault, need to counter customer claims regarding review and should have mentioned about the reviews that we have on the website with all the details as rebuttal 

Best Regards, 

Thanks 
Amit