Notes

Agent failed to listen activelly to the customer. As customer confirmed that his product was damaged.

Agent failed to display a calm tone of voice even. Sounded not professional throughout the call.

Agent use 'sorry' for repeat.

Customer was not comfortable in Hindi and English language, customer want Malayalam call back so agent guide him for the Toll- free ''18002089898''

Customer want to return his order due to size issue. However, customer confirmed over the call that she do not want to return her product.

Agent should need to tag under 'Returns >> Reverse Pickup Related >> Return status >> Solved' issue type. As previous request was is in cancel requested state and agent share self serve to create new request within 48 hours with customer.

Customer want to return his product and agent share information that the as previous request was canecled by customer and customer will create a new request within 48 hours.

Agent failed to pronounced words clearly without strong MTI/regional and should be appropriate intonation pattern matching the tone of the conversation .

Agent interupt the customer over the call.

Agent failed to use pleasantry words 'Thanks for the confirmation' as customer confirmed that the invoice already was download by customer.

Agent failed to apologies to customer for the order cancellation.

Agent interrupt the customer over the call.

Agent fumbling over the call and should be appropriate intonation pattern matching the tone of the conversation and should need to be agent failed to uses grammatically accurate questions and responses in the respective language.

Agent failed to confirm with customer for right time to conversation.

Agent should have clarity of speech which should be understood by the customer. As agent did not speck properly for the product name.

Consultant had clarity of speech which was understood by the customer

Agent explained clearly with required explanation ensuring was clear in his/her understanding about the issue


Agent fumbling over the call and Agent failed to pronounced words clearly without strong MTI/regional and agent failed to uses grammatically accurate questions and responses in the respective language. Agent did not choose the right words over the call. As agent say 'apne jo return dali hoi hai'.



apology more than 2 times for the same query

Agent should have clarity of speech which should be understood by the customer. As agent did not speck properly for the product name.

- responsibility or fake assurance : legel wala ftl
- did not done again : legl ftl
- m creatiing return its ftl
- when no issue or issue resolved should need to tag under blank

Agent failed to take permission for hold and did not share the reason of hold with the customer over the call.

Customer was concerned about the delivery of the order, as per update agent pitch the cancellation for customer order.
Also agent share information : Offer TOA of RS 100 once new order will be placed (within 7 days). TOA will be credited for customer's wallet within 48 hours post new order is delivered.

Customer was concerned about the delivery of the order, agent cancel the customer order.
Also agent share information : Offer TOA of RS 100 once new order will be placed (within 7 days). TOA will be credited for customer's wallet within 48 hours post new order is delivered.

Agent did not professional over the call

Agent failed to thanks customer for their time over the call, survey did not pitch by the agent and agent failed to offered for the further assistance to customer. Did not branded the call like 'Thanks for choosing Flipkart'.

Customer was concerned about the delivery of the order.

Agent failed to addressed customer by name at least once throughout the call ( This is exclusive from Opening)

Agent failed to offered for the further assistance to customer and did not pitch the survey RR

agent failed to use right choice of words

Agent failed to empathize to customer over the call.
Empathized with the customer by using empathy statements like, we understand that this is not what you expected, We really don't want our customers to go through this etc.

Display confidence in voice, Appropriate intonation pattern matching the tone of the conversation

Agent fumbling over the call and Agent failed to pronounced words clearly without strong MTI/regional and agent failed to uses grammatically accurate questions and responses in the respective language.


Agent confused while sharing information with the customer and agent failed to uses grammatically accurate questions and responses in the respective language.

Agent failed to pronounced words clearly without strong MTI/regional and agent failed to uses grammatically accurate questions and responses in the respective language.

Customer want an invoice for his order. Agent unable to share invoice, as customer has already been create a return request for the product.

However, customer deny for the invoice request over the call. Agent close the incident as per customer confirmation close the incident using appreciation issue type.

Customer already got the invoice as he confirm over the call so as per customer voc concern has been closed by agent.

Agent did not use the right words over the call.As agent confirmed to customer that the seller is unable to provide invoice as customer re

Agent failed to apology to customer over the call.