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, 20 Oct 2021 04:54:34 -0700 (MST)

Hi Harsh, 

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

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 	
Call opening, Greeting, Introduction and Branding HFL 	NA 	outbound call to understand the reason for customer's call earlier 	auto-1634606177-239-0512509028622 (outbound) 	
Offered assistance to the caller or not? 	NA 	Outbound call 	Call Duration : 1 mins 45 seconds 	
Did he/she accessed customer details/order and verified customer name ? 	NA 	Customer contacted via chat to cancel his autoship order 		
Offered solution/escalated to right dept? 	NA 	Solution was offered on chat (cancelled autoship) 		
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes in UC 		
Did he/she demonstrate active listening skills? 	Yes 	he demonstrated active listening skills 		
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Followed all customer service and other protocols required 		
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 if there was anything else that he could help him with ? 		
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 		

				
Call Score : 10 		Call comments and Details : Customer had contacted earlier via chat to cancel auto ship order 	Lowlights : none 	Highlights : Very well executed perfect call which requires no improvements 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	NA 	Outbound call to customer 	auto-1634652819-239-0519092300330 (outbound) 
Offered assistance to the caller or not? 	NA 	Outbound call 	Call Duration : 1 mins 29 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	He accessed customer details and tracking details and other updates and advised about the status and advised him to wait for some more time 	
Offered solution/escalated to right dept? 	Yes 	advised about the status of the shipment, escaleted it to shipping and advised him to wait for some more time 	
Mentioned notes/updated ticket as applicable? 	No 	No notes updated 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 	Yes 	Appropriate call handling, showed empathy for the delay and product not reached and followed other protocols required, 	
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? 	NA 	Outbound call 	
Closing and branding followed or not? 	NA 	Outbound call 	

			
Call Score : 9 		Call comments and Details : Customer had called earlier to check the status of the shipment as it has not been received 	Lowlights : No notes updated in UC 

Best Regards, 

Thanks 
Amit