Subject: Quality Audit Feedback for Theo (7 Calls)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Fri, 8 Oct 2021 04:44:34 -0700 (MST)

Hi Theo, 

Please find the details for the calls audited (7 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-1633541133-+16416605508-6503 
Understanding issue and paraphrasing 	Yes 	Was able to understand customers reason for the call in 1 go 	Call Duration : 9 mins 01 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customers details like zip code to ope his details and order and verified his name and other details required for placing order 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided (Answered customer's questions and queries and placed order successfully for him) 	
Customer service skills shown or not like empathy/apology as required? 	No 	Customer had a hard time hearing her and was unable to understand what she wanted to ask as her ROS was fast and need to be clear and be slow and match customers ROS, 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to place new order 	Lowlights : Customer had a hard time hearing her and was unable to understand what she wanted to ask as her ROS was fast and need to be clear and be slow and match customers ROS, need to cut down on the time required to place a new order which should be less than 5-6 minutes, should allow customer to continue if he has anything to say and should speak in beween 

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-1633544748-+15059276698-6503 
Understanding issue and paraphrasing 	Yes 	Was able to understood customer's reason for the call in 1 go, 	Call Duration : 1 mins 57 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Accessed customers details and verified his name to process the transaction again 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided and processed the order again with the same card details 	
Customer service skills shown or not like empathy/apology as required? 	No 	Customer service skills need to be better and should sound enthusiatic and use power words like " I would be more than happy to assist you and process the payment again for you, thank you for calling us back," should use please and thank you while asking for customer details and when he provided the details, missed to mention notes in UC/no ticket created 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in as there was not enough money in the card/ account and mentioned he took care of the issue with the bank and 	Lowlights : Customer service skills need to be better and should sound enthusiatic and use power words like " I would be more than happy to assist you and process the payment again for you, thank you for calling us back," should use please and thank you while asking for customer details and when he provided the details, missed to mention notes in UC/no ticket created 

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-1633550744-+13035792177-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 2 mins 50 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's details like zip code to pull her order details and verified her name as well 	
Resolution provided was appropriate or not? 	No 	She advised customer about the return instructions and refund however the auto ship was not disabled as per the UC and no notes were mentioned 	
Customer service skills shown or not like empathy/apology as required? 	No 	Need to understand what does not work for her in the product and follow the steps as per the HFL KB in freshdesk, no ticket created as well and not sure how the return instructions were sent. 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in and mentioned she ordered Cholesterol Optimizer and advised she would like to retun for refund and wants to get off auto ship as well 	Lowlights : She advised customer about the return instructions and refund however the auto ship was not disabled as per the UC and no notes were mentioned, Need to understand what does not work for her in the product and follow the steps as per the HFL KB in freshdesk, no ticket created as well and not sure how the return instructions were sent. 

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-1633551001-18563013556-6503 
Understanding issue and paraphrasing 	Yes 	Was able to understand customer's reason for the call in 1 go 	Call Duration : 8 mins 10 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's details and verified his name as well 	
Resolution provided was appropriate or not? 	No 	Provided Resolution and advised customer to return the products for the refund however later on she also advised him about 50% refund and mentioned she would send a link for the products that were purchased 	
Customer service skills shown or not like empathy/apology as required? 	No 	she was not sure about the e-mail sent to customer for the refund of BFO and BPO, as not able to answer customers queries and questions as customer was not impressed by the answers and should have referred to the website rather as customer mentioned it would not help, did not advised about 50 % refund how it works 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well 	
			
Call Score : 7 			
			
		Call comments and Details : Customer called in and mentioned he placed wrong order and wanted to know the update for the same and the refund 	Lowlights : She started well and advised of the return process and refund however later on she also advised him about 50% refund and mentioned she would send a link for the products that were purchased, she was not sure about the e-mail sent to customer for the refund of BFO and BPO, as not able to answer customers queries and questions as customer was not impressed by the answers and should have referred to the website rather as customer mentioned it would not help, did not advised about 50 % refund how it works 

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-1633552021-+2462344337-6503 
Understanding issue and paraphrasing 	Yes 	Was able to understand customer's reason for the call in 1 go 	Call Duration : 12 mins 02 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer details and verified his details and placed order as well 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided ( Cancelled autoship order and advised of the details, placed order for Choleslo and BSO as well as per customer) 	
Customer service skills shown or not like empathy/apology as required? 	No 	was not able to get the card details in 1 go and customer had to repeat, need to work on listening and comprehension skills, it was good to see that she explained customer about the autoship order and cancelled it as well and created ticket and mentioned notes as well 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in and wanted to cancel auto ship order and wanted to order BSO and Choleslo 	Lowlights : was not able to get the card details in 1 go and customer had to repeat, need to work on listening and comprehension skills, need to apologize customer as well for the auto ship as he did not wanted to go for auto ship 

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-1633552854-+16472368149-6503 and auto-1633553111-+16472368149-6503 
Understanding issue and paraphrasing 	Yes 	was able to understood customer's reason for the call in 1 go 	Call Duration : 2 mins 14 seconds and 3 mins 24 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's details and verified them as well 	
Resolution provided was appropriate or not? 	Yes 	No response from her end after getting the customer details and then the call got disconnected, customer called back and then she advised that she would escalate it to the shipping team as it has not been shipped yet and he would get an update on it and updated the ticket :111119 	
Customer service skills shown or not like empathy/apology as required? 	No 	Took too long to pick the call (ASA) and did not apologize for the call drop/disconected, good to see that she apologized for product not shipped 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details :Customer called in to inform that there was no tracking no recd for his order 	Lowlights :Took too long to pick the call (ASA) and did not apologize for the call drop/disconected 

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-1633559984-+17863624493-6503 
Understanding issue and paraphrasing 	Yes 	Understood customer's reason for the call in 1 go 	Call Duration : 10 mins 01 seconds 
Collected/verified details as per the requirement/ issue/call 	Yes 	Collected customer's details and verified name as well 	
Resolution provided was appropriate or not? 	Yes 	Resolution provided ( Created ticket with e-mail to customer to escalate issue to shipping team # 111226 and also cancelled his auto ship subscription and updated the notes as well, answered customer's queries and questions as well 	
Customer service skills shown or not like empathy/apology as required? 	No 	Took too long to answer the call (ASA), it was good to see that she explained about the auto ship, need to use professional verbiage if she is not able to understand what customer says like (I beg your pardon, I could not hear that, could you please repeat again), need to work on listening and comprehension skills and answer customer's questions accordingly 	
Closing and branding 	Yes 	Closed call properly and branded HFL as well 	
			
Call Score : 8 			
			
		Call comments and Details : Customer called in to return the products recd as he do not need pills that quickly, 	Lowlights :Took too long to answer the call (ASA), need to use professional verbiage if she is not able to understand what customer says like (I beg your pardon, I could not hear that, could you please repeat again), need to work on listening and comprehension skills and answer customer's questions accordingly 

Best Regards, 

Thanks 
Amit