Notes

Call Scenario: The customer was concerned about his order with order ID OD119428338098938000. He stated that the order status is not updated.

Resolution shared by the agent: The agent has checked the details and escalated the issue to L2 and shared the TAT.

Areas of Improvement:

1. No Empathy: Agent has failed to empathize on the call. Agent should empathize and use sentences like 'I certainly understand your concern' (Duration 00:53).

2. Apology: The agent should have apologized customer when he told that the order status is not yet updated

3. Courtesy: Agent has failed to use pleasantries (like thank you, please, I request, you may). The agent should have thanked the customer for confirming the details. Agent should use pleasantries on the call whenever required.

4. Dead air was observed for more than 10 seconds. Agent should avoid dead air and keep the customer updated. When it is taking longer agent should place the call on hold.

5. Closing: The agent did not pitch for the survey while closing the call.

Fatal error: Did not capture alternate contact number.

On call, the customer stated that the order is delivered but the status is not yet updated. The agent has checked the details and escalated the issue to L2 but did not capture an alternate contact number, which is incorrect.

In this case, the agent should have asked the customer to share his alternate contact number and should have updated the same in the notes.


Scenario: Customer wants to return the product. Agent has informed that the request has been forwarded to the team and requested to wait 24 hours.

Observations:
1.Assurance: Should assure the customer stating" Mai aapki jarur help karunga" when the customer has confirmed her issue.
2.Filler observed on the call. Agent needs to be confident on the call.
3.Fatal: Agent has requested the customer to wait 24 hours but failed to capture the same in the notes. Should have captured the notes as per the call.
4.Intonation: Low pace throughout the call. Agent should raise the pace on the call.
5.Closing: No clarity while closing the call and the agent is rushing. Voice should be clear and rate of speech should be moderate.
6.Fatal:Customer has asked” Kya same number pe call kar saktay hai aapse baat karne k liye”. Agent has informed” Haan same number pe call kar saktay hai”. Should have requested the customer to raise a call me back request.

"Call scenario: Consultant called customer about the email customer sent that received product is damaged and would like to return the item.

Information provided: Consultant took the return request for damaged product and shared the replacement TAT 21st Sept

Area of improvement/Feedback
1. High rate of speech
2. Willingness: Consultant failed to educate about the packaging manner.
3. Dead air more than 10 sec.
4. Empathy required: 00:01:47 Customer told that he need the product try and check if not then will go for the refund
5. Pleasantries required: 00:03:25 Consultant must respond with welcome if customer says thanks.
6. Incorrect sentence: Your this product was pickup by the courier service provider: Your thsi product will be pickup by the courier service provider. (00:03:15)

7. Pronunciation error: Definitely
What went wrong: Consultant failed to confirm the RVP address while arranging the return

Correct: Consultant should confirm the RVP address and capture and alternate number while creating the return

Note: Not marking for pitching for the refund option for no return category as Email was sent for bank details."

"Call scenario: Customer order was delayed and consultant called to share the update.

Information provided: Consultant informed customer that courier service provider will not be able to arrange the delivery so suggested to cancel the order. As per customer confirmation took the request for the cancellation. and inform about the TOA

Area of improvement & Feedback
1. High Rate of speech. Consultant should be moderate & calm while talking.
2. Interruption over talk observed: 00:02:38
3. Display confidence. Fillers and fumbling.
4. Pronunciation error: Logistical concentrate: Correct: Logistic constrain. (00:01:25)
5. Incorrect sentence: 00:02:17 May i put your call on hold: May i place your call on hold

6. Hold script: Consultant asked hold for 2 min. Correct: Consultant can place the call on hold for 1 min.
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What went wrong: Consultant informed customer that order is cancelled & will get the refund in 8 buz days as per banking process and failed to send the refund details over Email as available.

Correct: Consultant should send refund details available in SA and share with the customer as per process.

Legal : Consultant told that "" we add 100 rs gift card"" (00:02:00)
Correct: Consultant should inform that seller will add the Gift card.

Also agent inform can i cancel your order later correct that seller has cancelled the order."


"Call scenario: Consultant called customer for one of the delay in delivery to share an update to the customer.

Information provided: Consultant informed customer that due to logistic issue can not a arrange the delivery cancel place fresh order informed about the TOA assisted to cancel the order post cancelling will get the refud notification online.

Area of improvement & Feedback
1. High rate of speech
2. Apology required: 00:00:50 Customer cited his concern that order is not getting delivered.
3. Pleasantries required: Consultant must respond with welcome if customer says thanks. 00:03:14
4. TOV: Did not address customer by name apart from opening.
5. Pronunciation error/ MTI: 00:01:38 order hoyega, delivery hoyega., 7days, 00:02:19
6. Closing: DID not ask further assistance & Feedback survey, Did not brand the call.

What went wrong: Customer asked about the EGV -Gift Card Consultant told can use as mode of payment while placing the order

Correct: Consultant should inform the complete details about the EGV that there will be 1 year validity, can not club with COD, can be used to shop anything on FK app/ website. No pin required."


"Call scenario: Consultant called customer for one of the delay in delivery to share an update to the customer.

Information provided: Consultant informed customer that due to logistic issue can not a arrange the delivery cancel place fresh order informed about the TOA. Took the cancellation request.


Area of improvement & Feedback
1. Willingness: Consultant should inform the uses of gift card.
2. Pronunciation error: Product: 00:01:03, Asuvidha

What went wrong: Consultant took the request for the cancellation but did not inform about the refund details or about cancellation.

Correct: Consultant should inform customer to cancel the order and if cancelled need to inform over call that taking the request for the cancellation. And the refund details should be shared to the customer over call and send the refund details over Email ."


"Call scenario: Customer order was delayed and consultant called to share the update.

Information provided: Consultant informed customer that due to logistic issue order delivery can not be arranged suggested customer to cancel the order and informed about the TOA and refund TAT

Area of improvement & Feedback
1. Pleasantries required: Can i confirm your name- May i know your name (00:00:25), 00:03:03 Post further assistance should thank customer
2. Dead air more than 10 sec.
3. TOV: Did not address customer by name apart from opening.
4. Voice intonation: Consultant tone was same throughout the call. Consultant should modulate the voice based on response & information.
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What went wrong: Consultant share the information but failed to share the Email with refund details.
Correct: Consultant must share the refund details over Email to the customer as its prepaid order and cancelled by the Consultant.

Legal: Consultant told that i am cancelling this product (00:01:41) & i have cancelled this product.
2. Consultant informed that Flipkart will provide you as penalty of Rs 100 TOA.
Correct: Consultant should say that taking the request for the cancellation of the order. Seller will add the amount Rs 100 in Gift card."


"Call scenario: Consultant called customer about the delay in delivery for the order and to share the update on same.

Information provided: Consultant informed customer that logistic team are unable to arrange the delivery, asked to cancel the order and place fresh order, and once new order is placed within 7 days TOV will be offered.

Area of improvement/Feedback
1. Empathy required :As customer received SMS that will get the order order in 3 days and consultant called to cancel the order. 00:01:54
2. Pleasantries required: Consultant must thank customer Name confirmation 00:01:03, 00:03:53 Consultant must thank customer post further assistance
3. Closing: Did not brand the call.
4. Display confidence : Fumbling and fillers observed. Also was unbale to frame sentence.
5. Pronunciation error: 00:01:56 unforeseen, delivered.
6. Willingness: Consultant should educate about the Gift card validity and uses.

What went wrong: Consultant failed to inform when TOA will be credited to the customer. Also failed to share the refund information post cancelling the order.

Correct: Consultant should inform the complete information mentioned in Adhoc-notification as TOA will be credited for customer's wallet within 48 hours post new order is delivered, Also as this was one of the prepaid order so post cancellation should inform customer about the refund details."