Notes

Email Audit

1.1 Did the agent follow the opening script/guideline 6.00%
Greeting the customer(Ex: Hi, Good Morning etc.)Personalization(Name of the customer) Using Right Salutation
Greeted the customer by saying Hi. Addressed the customer by saying Hi Customer Name Example: Hi Ramesh.
When there is Salutation for the customer like Dr, Colonel,Prof,Captain the agent is expected to use the appropriate Salutation.
Exception for only personalization when there is no name on SA line FKCustomer, XXXXX, No name, Spider Man
If the email id consists of the name, agents can address the same
If the name is available from the order, the agent is expected to address the name
1.2 Comprehension 6.00%
Understood and responded in line with the query of the customer(Precise to the point)
Did not respond in line with the query of the customer(Precise to the point)
Ex: Customer asked about status check where is my product the agent assisted for payment details of the order at the initial email and then status of the order.
When the customer is inquiring about the specific query the agent is suppose to respond to the query precisely and to the point.
Ex: Customer asked about status check where is my product the agent should assist where is the current location of the product and share the promise date.
1.3 Used apology statement ( In case of customer citing a complaint) 6.00%
Failing to apologise when the customer wrote issue with the product,service,placing order,tech issues etc.
Not apologising multiple times for the same issue(more than 2 times)
Did not apologise with the appropriate statement Ex: When the product was defective. The agent has used statement "We understand the issue" Instead of "We are sorry about the issue with the product"
1.4 Did the agent empathize with the customer ( desire to resolve customer's query) 6.00%
Empathized with the customer by using empathy statements like, I understand that this is not what you expected, We really don't want our customers to go through this etc.
Was not over empathetic on email
Usage of right empathy statement
Has empathised when the customer cited a concern and we see it is within TAT and there is no delay.
Did not empathise multiple times for the same reason(more than 2 times)
Empathise with the appropriate statement Ex: Agent shoudl use statements like I understand that this is not what you expected, We really don't want our customers to go through this etc.
Empathized post providing the resolution or middle of the email. Not in the 1st line.
1.5 Did the agent sound courteous & professional throughout 10.00%
Agent did not make disparaging or negative comments
Used pleasantries like "May I", "Please", "Thank you" as and when required
Used disparaging and negative comments like we have been telling you the same thing multiple times. This was the same thing we communicated earlier also, this was told to you you did not go through previous conversation etc.
Used Direct phrases like follow the below steps, Chcek on the website for the details, Fill the bank details etc.
Not making any disparaging or negative comments.
Used pleasantries like Please,thank you, request you, could you etc
1.6 Did the agent show willingness to help the customer 6.00%
Provided all applicable options in the interest to help the customer
Agent attempted to display willingness to help and care
Provides assurances towards support wherever applicable
Handling service denial scenarios with positive statements
Sharing alternatives wherever applicable
1.7 Attention to detail 6.00%
Displayed greeting while customer reported any moment of celebration
Noticed visible failures while the customer was expressing his concern
Is aware of customer order history / incident history / order status as applicable to gain better insight
Agent has done only the required behaviour Greeting the customer for moment of celebration and addressed any visible failures. However, did not pick up hints and address them.
1.8 Did the agent provide complete & correct information (as per SOP) 12.00%
Shared complete information
Failed to address all queries of the customer
Provided correct TAT
Provided complete TAT
Shared correct information
Followed all troubleshooting steps as per YODA (when applicable)
Confirmed RVP address / Primary & alternate number while creating the return
Provided complete packaging details
Setting wrong expectations
1.9 TOV 6.00%
Did not used difficult words like, Apologized, inconvenience etc.
2.0 Did the agent follow the closing script 6.00%
Thanked the customer for their time with branding(Flipkart)-Appropriate Closing
Did not pitch for resolution survey
Did not use the resolution script as per guidelines
Did not pitch CSAT survey
Did not use the CSAT script as per guidelines
Pitched the resolution survey for the Unresolved cases.
Did not thank the Flipkart Plus customer
2.1 Did the agent tag the call appropriately (Disposition) 9.00%
Correct issue / sub-issue type selected
Tagged under correct order
Tagged in case of multiple queries
Took right actions as promised
Assigned the case when it was supposed to be assigned - 1CR
Did not assign a case which was not supposed to be assigned - 1CR
Assigning Error - Incorrect issue / sub-issue type selected - 1CR
Case was closed appropriately- Selected Solved instead of Solved NRR
Case was closed appropriately- Selected Solved NRR instead of Solved
While assigning the case- Selected Solved instead of Unresolved/WFIU or vice versa
2.2 Grammatically correct sentences/edited & formatted it correctly(Writing Ability) 15.00%
Inaccurate sentences, Articles, Prepositions,Tense Structure etc.
Any Spelling Errors
Inappropriate upper/lower case
Inappropriate punctuations
Punctuations Errors(2 Errors)
Spacing Errors- Double spacing, no space when required
Usage of abbreviations like EGV,TOA
Usage of colloquial terms like ur-instead of yours, gud-instead of good
Formatting of the mail is not in line like-Providing alternatives first instead of resolution.
2.3 Legal Guidelines 6.00%

2.4 ZT (Rude, abusive, Malpractice)