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: Thu, 14 Oct 2021 04:43:32 -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-1634049804-+14122256502-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	Call Duration : 15 mins 07 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer order details and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and placed auto ship order as per his preference for AV and provided other details required as well like the shipping would be free 	
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes in UC as per the call conversation 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills throughout the call 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Overall call handling needs to be handled better and need to follow hold procedures if it is for >30 seconds, long unexplained hold and dead air on the call, it appeared he was not focussed and there were pauses after every now and then, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged cutsomer's queries and answered them effectively. 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	No 	Missed to ask if there is anything else that he could help him with? 	
Closing and branding followed or not? 	Yes 	Closed the call and branded HFL as well 	

			
Call Score : 8 		Call comments and Details : Customer called in to check when his next shipment for AlphaViral would be shipped and wanted to order AV on autoship 	Lowlights : Overall call handling needs to be handled better and need to follow hold procedures if it is for >30 seconds, long unexplained hold and dead air on the call, it appeared he was not focussed and there were pauses after every now and then, Missed to ask if there is anything else that he could help him with?