Subject: Call audits for mex insurance
From: Abhishek Shrotriya <[email-masked]>
To: philipines <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>
Date: Fri, 10 Jul 2015 16:57:44 +0530 (IST)

Hi Team, 

Kindly PFA the following calls and there Area of opportunity for the given call. 

The client has sent us a feedback in terms of quality of the calls so kindly make sure of the following parameters are followed. 

1. Opening must have the business name and agent name. 

2. As a basic act of curtsy ask the customer's name and try using it in the call(Could be first name or Mr/Ms/Mrs+ Last name). 

3. Also the in the call try using hold/unhold script. 

4. Try making use of the mute button. 

5. Do not start the call saying that the customer can resolve his concern on the website.(If he could do it he would not be calling us but yes do advice him on it) 

6. Call ending should be proper. (I have suggested a closing u can us that or construct your own but it should make sense) 

NOTE- These are general customer service ethics the specified particulars will discussed and conveyed in the near future. 

Guys also please send me mails with your queries if you have any in terms of the audits. 

Regards, 
Abhishek Shrotriya