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: Thu, 14 Oct 2021 04:56:14 -0700 (MST)

Hi Dimpy, 

Please find the details for the call(s) 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-1634100447-16714829012-6503 auto-1634101539-16714829012-6503 and auto-1634102851-16714829012-6503 
Offered assistance to the caller or not? 	Yes 	offered assistance 	Call Duration : 2 mins 40 seconds, 6 mins 50 seconds and 1 min 31 seconds 
Did he/she accessed customer details/order and verified customer name ? 	Yes 	accessed customer details and verfied her name 	
Offered solution/escalated to right dept? 	Yes 	updated credit card information and sent link as well to update it for auto orders, 	
Mentioned notes/updated ticket as applicable? 	Yes 	Updated notes in UC and ticket 111380 	
Did he/she demonstrate active listening skills? 	No 	On one instance she did not acknowledge customer and put her on hold to check customer's details 	
Overall call handling which includes professionalism, hold procedure and other protocols like soft skills, acknowledgement, etc 	No 	Call handling need to be better as customer had to call 3 times for the card details to be updated for the auto order 	
Acknowledgement of customer concerns/queries and answer them effectively was followed or not? 	No 	No acknowledgement for customer's questions/queries that she had, 	
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 would be anything else that she could help her with? 	
Closing and branding followed or not? 	No 	closed call however mised to brand HFL 	

			
Call Score : 6 		Call comments and Details : Customer called in to update card details 	Lowlights : On one instance she did not acknowledge customer and put her on hold to check customer's details, Call handling need to be better as customer had to call 3 times for the card details to be updated for the auto order, No acknowledgement for customer's questions/queries that she had, closed call however mised to brand HFL 

Best Regards, 

Thanks 
Amit