Subject: Quality Audit Feedback for Dimpy ID auto-1632161311-+13477521132-6503
From: Amit Gupta <[email-masked]>
To: Dimpy Chawla <[email-masked]>
Cc: deeksha <[email-masked]>, Ashish Dabral <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Wed, 22 Sep 2021 01:11:26 -0700 (MST)

Parameters 	Markings (Yes/No/NA) 	Remarks/Comments 	Call Unique ID 
Call opening and introducing self and branding Client. 	No 	Opening not correct it should not start with Hello,It should start with "Thank you for calling HFL, my name is Davina, how may I be of help today? " 	auto-1632161311-+13477521132-6503 
Understanding issue and paraphrasing 	No 	Got the zip code correct and paraphrazed the issue however was not able to understand the wrong product received and then got it correct it 2nd attempt, need to work on the responses and they need to better and timely, need to work on listening skills. 	Call Duration : 3 mins 12 seconds 
Collect details as per the requirement/ issue/call 	Yes 	collected details (zip code), verified Cx name as well, 	
Resolution provided was appropriate or not? 	Yes 	resolution was provided on the call (shipping dept. would get back) however complete process not explained/advised as required. 	
Customer service skills shown or not like empathy/apology as required? 	No 	no apology done for the wrong product recd. 	
Closing and branding 	No 	No closing and branding done 	

Call Score : 4 

Call comments and Details : Customer called as he recd one wrong product in the order recd, enquired customer's zipcode correctly and answered customers queries however her responses were not correct/appropriate and leter on she verified it again with customer and got it correct and provided resolution and mentioned shipping dept would get back, she was unable to understand what customer said and need to work on listening/comprehension skills, complete resolution/process was not advised. 

Thanks 

Regards, 
Amit Kumar Gupta