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, 13 Oct 2021 04:57:21 -0700 (MST)

Hi Harsh, 

Please find the details for the call audited : 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opened call, greeted customer, introduced self and branded HFL as well 	auto-1634050917-16017503201-6503 
Offered assistance to the caller or not? 	Yes 	Offered asistance to customer 	Call Duration : 02 mins 53 seconds 
Did he/she accessed customer details/order and verified customer name ? 	No 	accessed customer's order details however did not verify his name to make sure if he is speaking to same person who placed the order however he did that when customer asked him to do it 	
Offered solution/escalated to right dept? 	Yes 	Offered solution, explained auto order how it works and cancelled it as well 	
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes in UC 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills throughout the call and was proactive as well 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Overall call handling was good and as per process guidelines and expectations however customer was not able to understand him clearly in 1 go due to internet/voice issues and he interrupted customer while he was speaking and should have allowed him to complete first, need to follow customer service skills and other protocols associated like apologizing for speaking in between, using please and thank you on calls, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries, requests and answered efectively as well 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Asked if there was anything else that he could help with 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 8 		Call comments and Details : Customer called in to know the charges he recd from HFL on his card and wanted to cancel autopay 	Lowlights : accessed customer's order details however did not verify his name to make sure if he is speaking to same person who placed the order however he did that when customer asked him to do it, Overall call handling was good and as per process guidelines and expectations however customer was not able to understand him clearly in 1 go due to internet/voice issues and he interrupted customer while he was speaking and should have allowed him to complete first, need to follow customer service skills and other protocols associated like apologizing for speaking in between, using please and thank you on calls, 

Best Regards, 

Thanks 
Amit