Subject: Quality Audit feedback for Theo (HFL)
From: Amit Gupta <[email-masked]>
To: Theodorah Goba <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Fri, 22 Oct 2021 04:34:22 -0700 (MST)

Hi Theo, 

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 	auto-1634658476-374-05919419102632 (outbound) 
Offered assistance to the caller or not? 	Yes 	Offered assistance to customer 	Call Duration : 2 mins 56 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	Accessed customer's details/order and verified customer's name as well 	
Offered solution/escalated to right dept? 	NA 	outbound call to follow up on cancelled transaction 	
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 was not able to make out about HFL and product ordered and did not rembered any order placed however remembered when she said about Dr. Sam Robbins 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's concerns and queries and cancelled order which did not go thru. 	
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 wanted to cancel the order due to high shipping charges 	Lowlights : Customer was not able to make out about HFL and product ordered and did not rembered any order placed however remembered when she said about Dr. Sam Robbins 

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening, Greeting, Introduction and Branding HFL 	Yes 	Opened the call, greeted customer , introduced self and branded HFL 	auto-1634673558-374-0513059681968 (outbound) 
Offered assistance to the caller or not? 	NA 	outbound call 	Call Duration : 14 mins 30 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	gathered customer details and verified his name and other details as well 	
Offered solution/escalated to right dept? 	NA 	Offered solution (proces the order/place the order as the last order did not go thru) 	
Mentioned notes/updated ticket as applicable? 	NA 	new order placed 	
Did he/she demonstrate active listening skills? 	NO 	Active listening skills missing 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	NO 	Customer service skills missing like the usage of power words, please thank you, unfortunately as per the situation of the call, need to cut down on time taken to place an order 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer and answered his queries/concerns effectively with details required 	
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 him with? 	
Closing and branding followed or not? 	Yes 	Closed call and branded HFL as well 	

			
Call Score : 8 		Call comments and Details : Called customer to proces the order/place the order as the last order did not go thru and was declined/ not processed. 	Lowlights : Active listening skills missing, customer service skills missing like the usage of power words, please thank you, unfortunately as per the situation of the call, need to cut down on time taken to place an order 

Best Regards, 

Thanks 
Amit