Subject: Quality Audit Feedback for Dimpy
From: Amit Gupta <[email-masked]>
To: Dimpy Chawla <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, deeksha <[email-masked]>, Ashish Dabral <[email-masked]>
Date: Wed, 13 Oct 2021 04:54:48 -0700 (MST)

Hi Dimpy, 

Please find the details for the call audited : 

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-1634040454-+131183628628-6503 
Offered assistance to the caller or not? 	Yes 	Offered assistance to the customer 	Call Duration : 11 mins 16 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	She accessed customer details and verified his name and order details as well 	
Offered solution/escalated to right dept? 	Yes 	Offered solution as per the process 	
Mentioned notes/updated ticket as applicable? 	No 	no notes mentioned in ticket no 110845 and no notes left in UC as well 	
Did he/she demonstrate active listening skills? 	No 	Need to work on active listening skills and make out what customer wants to convey/ use other details like e-mail address to fetch customer order details which took a long time to fetch customer's account details 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	Yes 	Apologized to customer for the inconvenience, advised about the updates and mentioned order has been rejected and advised about the refund 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	Yes 	Acknowledged customer's queries and concerns and answered his questions and explained the details involved 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 him with? 	
Closing and branding followed or not? 	NA 	call was disconnected by customer before branding as she attempted it 	

			
Call Score : 8 		Call comments and Details : Customer called in to know the reason as to why amount was deducted from his card however there were no products shipped, 	Lowlights : Overall call was handled well however the initial probing done to fetch customer's order details could have been handled better, no notes mentioned in ticket no 110845 and no notes left in UC as well, Need to work on active listening skills and make out what customer wants to convey/ use other details like e-mail address to fetch customer order details which took a long time to fetch customer's account details 

Best Regards, 

Thanks 
Amit