Parameter Master Sameer Khan Pooja Jain Disha Khurana

Opening / Closing / Further Assistance NO NO NO NO

Hold / Escalation Guidelines NA NA NA NA
Courtesy and Professionalism FATAL FATAL FATAL FATAL
Attentiveness & Patience NO NO NO NO
Enthusiasm / Confidence YES YES YES YES
Communication Skills NO NO NO NO
Complete Probing YES YES YES YES
Correct & Complete information FATAL FATAL FATAL FATAL
Providing Alternate / Additional Information NA NA NA NA
Compliance Order Flow / Attempt to save order YES YES YES YES
Correct & Complete Ticket raised when required FATAL FATAL FATAL FATAL
Selection of Correct Disposition and Notes YES YES YES YES
Compliance to Refund/Discounted coupon policy NA NA NA NA
Fatal Count 2 2 2 2
CQ  Without FE 48% 48% 48% 48%
Final CQ Score 0% 0% 0% 0%
Variance - CQ  Without FE - 0% 0% 0%
Variance - Final CQ Score - 0% 0% 0%
Damanpreet Kaur Nitin Gupta Mohit Yadav
NO NO NO
NA NA NA
FATAL FATAL FATAL
NO NO NO
YES YES YES
NO NO NO
YES YES YES
FATAL FATAL FATAL
NA NA NA
YES YES YES
FATAL FATAL FATAL
YES YES YES
NA NA NA
2 2 2
48% 48% 48%
0% 0% 0%
0% 0% 0%
0% 0% 0%
Location Auditor Audit Type Audit Date Call Date

Master

Noida

Calibration 14-Jul-21 2-Jul-21

Sameer Khan Calibration 14-Jul-21 2-Jul-21
Pooja Jain Calibration 14-Jul-21 2-Jul-21
Disha Khuarana Calibration 14-Jul-21 2-Jul-21
Damanpreet Kaur Calibration 14-Jul-21 2-Jul-21
Nitin Gupta Calibration 14-Jul-21 2-Jul-21
Mohit Gupta Calibration 14-Jul-21 2-Jul-21
Captain Register Mobile Calling
No No City Name Agent ID Agent Name Location

8777576334 8777576334 Kolkata HYDMSALMANFARSI

MOHAMMED SALMAN FARSI Noida
8777576334 8777576334 Kolkata HYDMSALMANFARSI
MOHAMMED SALMAN FARSI Noida
8777576334 8777576334 Kolkata HYDMSALMANFARSI
MOHAMMED SALMAN FARSI Noida
8777576334 8777576334 Kolkata HYDMSALMANFARSI
MOHAMMED SALMAN FARSI Noida
8777576334 8777576334 Kolkata
HYDMSALMANFARSI(4342)
MOHAMMED SALMAN FARSI Noida
8777576334 8777576334 Kolkata
HYDMSALMANFARSI(4342)
MOHAMMED SALMAN FARSI Noida
8777576334 8777576334 Kolkata
HYDMSALMANFARSI(4342)
MOHAMMED SALMAN FARSI Noida
 Disposition Sub Disposition Call Language

Raise Ticket B2B LiveOrder_Unable to Swipe Hindi

Raise Ticket B2B LiveOrder_Unable to Swipe Hindi
Raise Ticket B2B LiveOrder_Unable to Swipe Hindi
Raise Ticket B2B LiveOrder_Unable to Swipe Hindi
Raise Ticket B2B LiveOrder_Unable to Swipe Hindi
Raise Ticket B2B LiveOrder_Unable to Swipe Hindi
Raise Ticket B2B LiveOrder_Unable to Swipe Hindi
Call Duration Hangup By TL Name

02:39.0 Call Disconnected by Captain NA

02:39.0 Call Disconnected by Captain NA
02:39.0 Call Disconnected by Captain NA
02:39.0 Call Disconnected by Captain NA
02:22.0 Call Disconnected by Captain HYDADMIN
02:22.0 Call Disconnected by Captain HYDADMIN
02:22.0 Call Disconnected by Captain HYDADMIN
Opening / Closing / FurtherCourtesy
Assistance
and
Hold
(6)Professionalism
/ Escalation Guidelines
(6) Any kind
(6)of Call avoidance to rated under Fatal & remarks to added i

NO-Opening - Delayed by >3 sec NA FATAL-Blunt way of responding

NO-Opening - Delayed by >3 sec NA FATAL-Blunt way of responding
NO-Opening - Delayed by >3 sec NA FATAL-Blunt way of responding
NO-Opening - Delayed by >3 sec NA FATAL-Blunt way of responding
NO-Opening - Delayed by >3 sec NA FATAL-Blunt way of responding
NO-Opening - Delayed by >3 sec NA FATAL-Blunt way of responding
NO-Opening - Delayed by >3 sec NA FATAL-Blunt way of responding
 Attentiveness & Patience (6)
Enthusiasm / ConfidenceCommunication
(6) Skills (6) Complete Probing (6)

NO-Did not stop when cust/vendor interrupted YES NO-Incorrect pronunciation of words YES
NO-Did not stop when cust/vendor interrupted YES NO-Incorrect pronunciation of words YES
NO-Did not stop when cust/vendor interrupted YES NO-Incorrect pronunciation of words YES
NO-Did not stop when cust/vendor interrupted YES NO-Incorrect pronunciation of words YES
NO-Did not stop when cust/vendor interrupted YES NO-Incorrect pronunciation of words YES
NO-Did not stop when cust/vendor interrupted YES NO-Incorrect pronunciation of words YES
NO-Did not stop when cust/vendor interrupted YES NO-Incorrect pronunciation of words YES
Correct & Complete information (12) Providing Alternate / Additional Information (6)

FATAL-Incomplete information shared NA

FATAL-Incomplete information shared NA
FATAL-Incomplete information shared NA
FATAL-Incomplete information shared NA
FATAL-Incomplete information shared NA
FATAL-Incomplete information shared NA
FATAL-Incomplete information shared NA
Compliance Order Flow / Attempt to save order (12)Correct & Complete Ticket raised when required (16)

YES FATAL-Wrong Ticket Raised

YES FATAL-Wrong Ticket Raised
YES FATAL-Wrong Ticket Raised
YES FATAL-Wrong Ticket Raised
YES FATAL-Wrong Ticket Raised
YES FATAL-Wrong Ticket Raised
YES FATAL-Wrong Ticket Raised
Selection of Correct Disposition and Notes (6) Compliance to Refund/Discounted coupon policy (6)

YES NA
YES NA
YES NA
YES NA
YES NA
YES NA
YES NA
 Call Observation Opening / Closing / Further Assistance
Hold
(6) / Escalation Guidelines (6)

The captain called to cancel the

ride due to first time he got it.
Informed the captain to complete
the order otherwise penalty will
be imposed, but captain denied
so issue has been escalated to
concern team TAT shared
AOI-

1. Late opening post 3sec

2. Altered opening
3. Further assistance not done"
4. Did not stop when captain
interrupted 45sec to 50sec &
58sec
5. Did not allowed to captain –
Interrupted in-between 59sec to
01min."
6.Incorrect pranounciation words
01:59 to 02:07 (Words he used "
Maaa Chahunga")

Fatal: -

1.Incomplete information as per

SOP (Agent failed to inform - Brief
the captain to call immediately to
zomato/swiggy support)
2.Wrong Ticket Raied -Unable to
swipe it should be under - Unable
To Find Restaurant
3.Blunt Way of responding (00:59
to 02:00) Sarcastic throughout
t should be under - Unablethe Tocall
Find Restaurant 0 6
(00:59 to 02:00) Sarcastic
2.Wrong Ticketthroughout the to
Raied -Unable callswipe it should be0under - Unable To Find Restaurant
6
3.Blunt Way
en captain interrupted of responding
45sec to 50sec &(00:59
58sec to 02:00) Sarcastic0 throughout the call 6
ain – Interrupted in-between 59sec to 01min." 0
t Raised -Unable to swipe it should be under - Unable To Find Restaurant 6
9 to 02:07 (Words he used " Maaa Chahunga") 0 6
d he will get the call back within 10 minutes .
3.Wrong Ticket Raised -Unable to swipe it should be0 under - Unable To Find Restaurant 6
0 6
Courtesy and Professionalism (6) Attentiveness & Patience (6) Enthusiasm / Confidence (6)

0 0 6
0 0 6
0 0 6
0 0 6
0 0 6
0 0 6
0 0 6
Communication Skills (6) Complete Probing (6)

0 6
0 6
0 6
0 6
0 6
0 6
0 6
Correct & Complete information (12) Providing Alternate / Additional Information (6)

0 6
0 6
0 6
0 6
0 6
0 6
0 6
Compliance Order Flow / Attempt to save order (12) Correct & Complete Ticket raised when required (16)

12 0
12 0
12 0
12 0
12 0
12 0
12 0
Selection of Correct Disposition
Complianceand
toNotes
Refund/Discounted
(6) coupon
Compliance
policy (6) Soft Skill Resolution Process

6 6 50% 25% 67% 43%

6 6 50% 25% 67% 43%
6 6 50% 25% 67% 43%
6 6 50% 25% 67% 43%
6 6 50% 25% 67% 43%
6 6 50% 25% 67% 43%
6 6 50% 25% 67% 43%
Count ofScore
FE withoutScore
FE with FE

1 48% 0%
1 48% 0%
1 48% 0%
1 48% 0%
1 48% 0%
1 48% 0%
1 48% 0%