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: Tue, 19 Oct 2021 04:23:01 -0700 (MST)

Hi Theo, 

Please find the details for the call audited (4 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-1634238695-+13173393662-6503 
Offered assistance to the caller or not? 	Yes 	offered assistance to customer 	Call Duration : 7 mins 16 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	accessed customer's order details and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution ( advised himm to clear cache, cookies and use google chrome for ordering, she also ordered products for customer via auto ship) 	
Mentioned notes/updated ticket as applicable? 	Yes 	Mentioned notes in UC 	
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 	Unexplained long dead air while placing order for the customer, need to use please and thank you when customer provides details required as customer service etiquettes, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer concerns/queries and answer them effectively 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	Yes 	Asked customer is there is anything else that she may help him with once the issue/request is taken care of 	
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 he was unable to place order online on the website and it was asking for his e-mail address 	Lowlights : Unexplained long dead air while placing order for the customer, need to use please and thank you when customer provides details required as customer service etiquettes, 

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-1634240997-16168954106-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	Call Duration : 12 mins 08 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accesses customer's details and verified her name as well 	
Offered solution/escalated to right dept? 	No 	Not sure what happened and she was unable to process the order 	
Mentioned notes/updated ticket as applicable? 	NA 	NA 	
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 maybe because of voice issue/clarity issues and she had to repeat herself, took too long to place the order, lots of unexplained dead air on the call, 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer concerns/queries and answer them effectively 	
Once the issue is resolved/ taken care of if we asked is there anything else that I may help you with? 	No 	Issue was not resolved and she mentioned she would cb 	
Closing and branding followed or not? 	Yes 	Closed the call and branded HFL 	

			
Call Score : 7 		Call comments and Details : Customer called in to order Choleslo 	Lowlights : Not sure what happened and she was unable to process the order, Customer was unable to understand her in 1 go maybe because of voice issue/clarity issues and she had to repeat herself, took too long to place the order, lots of unexplained dead air on the call, Issue was not resolved and she mentioned she would cb 

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-1634244091-13256655035-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer 	Call Duration : 3 mins 01 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	She accessed customer's order and verified her name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and advised customer about the 2 orders placed and the ETA for them to reach her 	
Mentioned notes/updated ticket as applicable? 	NA 	NA 	
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 	Need to avoid laughing on a professional call as it does not look good, should have first allowed customer to finish what she wanted to convey and then responded to avoid speaking in between 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns/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? 	Yes 	Asked customer if there was anything else that she could help her with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL 	

			
Call Score : 9 		Call comments and Details : Customer called in to check if she placed 2 orders or not as she was charged twice from the bank 	Lowlights : Need to avoid laughing on a professional call as it does not look good, should have first allowed customer to finish what she wanted to convey and then responded to avoid speaking in between 

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-1634245787-+18604262251-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer 	Call Duration : 4 mins 44 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer's details/order and verified his name as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution and cancelled his auto ship order 	
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes in UC 	
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 unable to understand all the details that she tried to explain him and there was no need to do it as well and should stick to what customer wants 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer concerns/queries and answer them effectively 	
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 was 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 to cancel his autoship order for AV 	Lowlights : Customer unable to understand all the details that she tried to explain him and there was no need to do it as well and should stick to what customer wants, 

Best Regards, 

Thanks 
Amit