Subject: Quality Audit Feedback for Theo
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Fri, 15 Oct 2021 04:59:36 -0700 (MST)

Hi Theo, 

Please find the details for the call audited (2 calls): 

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-1634230209-+15124131310-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer 	Call Duration : 3 mins 18 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer's order by taking her zip code details and verified her name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution (cancelled auto ship) as per customer's request 	
Mentioned notes/updated ticket as applicable? 	Yes 	Mentioned notes in UC for auto ship cancellation 	
Did he/she demonstrate active listening skills? 	Yes 	Demonstrated active listening skills 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Customer was unable to understand her in 1 go as she had high ROS (rate of speech) compared to customer, need to be more customer centric and show empathy and be ready for help, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged cusomer's concerns and answered them effectively 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 customer if there is anything else that she could help her with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 9 		Call comments and Details : Customer called in as she accidentaly order same product twice 	Lowlights : Customer was unable to understand her in 1 go as she had high ROS (rate of speech) compared to customer, need to be more customer centric and show empathy and be ready for help, need to use power words and customer centric phrases like I would be more than happy to assist you and use please and thank you on the call, need to allow customer to continue as she was trying to say something before speaking, 

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-1634232808-+18057246446-6503 
Offered assistance to the caller or not? 	Yes 	offered assistance to customer 	Call Duration : 2 mins 49 seconds 
Did he/she accessed customer details/order and verified customer name ? 	NA 	NA 	
Offered solution/escalated to right dept? 	Yes 	Offered solution to customer (advised she would send e-mail to the maketing team) 	
Mentioned notes/updated ticket as applicable? 	Yes 	Created ticket :111419 and e-mailed to cx as well 	
Did he/she demonstrate active listening skills? 	No 	Missed active listening skills and asked for customer's name again and again 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Need to work on listening/comprehension skills to understand/make out what customers try to convey in 1 go, customer also had hard time understanding her due to ROS/clarity issues 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	Acknowledgement was not done as she was unable to hear/understand customer 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	NA 	Call disconnected by customer 	
Closing and branding followed or not? 	NA 	Call disconnected by customer 	

			
Call Score : 7 		Call comments and Details : Customer called in to speak to someone in sales/marketing for joint venture possibility for HFL 	Lowlights : Need to work on listening/comprehension skills to understand/make out what customers try to convey in 1 go, customer also had hard time understanding her due to ROS/clarity issues, Acknowledgement was not done as she was unable to hear/understand customer, Missed active listening skills and asked for customer's name again and again 

Best Regards, 

Thanks 
Amit