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Tashu

46.0% Critical

📞 1 calls analyzed · 100 point scale · 4 categories · 15 parameters

View: Overall Call 1: tashu.mp3… 46.0%

🔑 Captured Identifiers & Reference Numbers

AI-extracted from conversation — the final confirmed value after all corrections, not just the first mention.

📞 tashu.mp3 46.0%

EaseMyTrip Booking ID medium

EMP161388972

💡 Customer said 'Nine seven two'; agent repeated '970' at the end, creating a mismatch.

Customer email high

nitinbudeja@gmail.com

💡 Spelled out by customer.

Customer contact number high

9793996580

💡 Provided once.

Avg Score

46.0%

Resolution Rate

0.0%

Total Calls

Category Scores (Averages)

🎙️ Opening & Verification (15 pts) 100.0%

💬 Communication & Professionalism (25 pts) 60.0%

🎯 Resolution & Knowledge (40 pts) 25.0%

3.1 Product & Policy Knowledge 3.0/10 avg

3.2 Fee & Refund Transparency 0.0/10 avg

3.3 Booking/Issue Handling Accuracy 4.0/10 avg

3.4 Resolution & First Call Resolution 2.0/5 avg

3.5 Compliance & Disclosures 1.0/5 avg

⭐ Value Creation & Closure (20 pts) 30.0%

Individual Calls

tashu.mp3

refund · partial · 4 mins 30 secs

46.0% View →

🎙️ Opening & Verification

💬 Communication & Professionalism

🎯 Resolution & Knowledge

⭐ Value Creation & Closure

🚨 Red Flags

major Refund pending for ~1.5 months with no concrete tracking/reference shared on call

📁 tashu.mp3 · 🕐 [02:00]-[04:10] · Impact: Customer left without actionable proof or traceability; high repeat-call risk.

major Confusing/possibly incorrect technical explanation ('credit card is not on this BharatPe network')

📁 tashu.mp3 · 🕐 [02:40]-[03:15] · Impact: Reduced trust and clarity; customer could not understand the reason for delay.

minor Potential booking ID digit mismatch (customer said 972; agent repeated 970)

📁 tashu.mp3 · 🕐 [00:55] · Impact: Risk of wrong-case mapping or delayed resolution.

💡 Recommendations

Alternative Solutions Offered medium

Customer offered bank details for direct refund; agent missed a chance to guide the correct process (if supported) or explain why it’s not possible.

📁 tashu.mp3

❌ What happened

[03:10] “if you require my bank details… you can deposit the amount in my bank account also.”

✅ Better approach

Confirm whether manual NEFT is possible; if not, clearly explain refunds must go to original payment method and provide next best option (escalation + tracking).

💬 Example script

"“Refunds are processed only to the original card as per policy. I can’t take bank details for this, but I will raise an escalation with case ID ____ and share the ARN once generated.”"

Product & Policy Knowledge high

Incorrect/unclear payment gateway explanations create confusion and reduce credibility.

📁 tashu.mp3

❌ What happened

[02:55] “the credit card is not on this BharatPe network”

✅ Better approach

Avoid speculative technical claims; stick to verified status from tools and explain standard refund flow for failed transactions.

💬 Example script

"“This appears as a failed/ pending transaction from the payment gateway. In such cases, the bank reverses it automatically. Let me confirm whether EMT has initiated a refund or if it’s an auto-reversal, and I’ll share the exact reference.”"

Fee Transparency high

Customer needs concrete refund traceability (amount + reference) especially after long delay; otherwise the call cannot reassure or resolve.

📁 tashu.mp3

❌ What happened

[02:00] “you need to wait for your refund… it is an issue of the payment gateway… you need to wait 24 to 48 hours”

✅ Better approach

Share refund amount, refund mode, and tracking reference (ARN/UTR) or clearly state 'not initiated yet' with a committed SLA and case ID.

💬 Example script

"“I’ve checked your booking EMP… The refund amount is ₹X. It is/ is not initiated yet. If initiated, the ARN/UTR is ____ and it should reflect within __ working days. I’m also creating case ID ____ and you’ll receive an email confirmation now.”"

💪 Key Strengths

✓

Correctly captured the issue type (failed booking with deducted amount) and proceeded to verification.

✓

Used hold with permission and returned to the customer.

📞 tashu.mp3

refund · 4 mins 30 secs · 46.0%

Welcome to EaseMyTrip. My name is Tashu. How many of you can hear me? Uh good morning ma'am. I am Niten Rodeja calling from Kanpur Nagar. Okay. Uh this is regarding one uh uh train booking which I attempted on 9th of January. The amount was deducted from my account but I didn't able to book the ticket. Bye. One and one and half, yeah, one and half month has passed and repeatedly sending email. One and one and. EaseMyTrip at at your email ID. Here at EaseMyTrip.com. Till date I I didn't get this one amount. Land and I mean ticket number. Yes. I want the booking ID. Please start with the booking. Yeah, booking ID, yeah, booking ID is EMP. Okay. one six one. 161 then. Three double eight. One six one then. Three eight eight. three eight eight Nine seven two. 970. Okay, just being online, I'm checking details. Okay, sir. Okay. So kindly share your email address and contact number for the verification. Yeah, mail ID is Nitin, N I T I N, B U D E J A, @gmail.com. Contact number is 9793996580. Let me just check. So regarding to this my team my senior team would share your concern to the relevant department okay? Okay. Hmm. Let me cross-check. Can I put your call on hold? Okay. So thank you for being on our show patients. So regarding to this booking you need to wait for your refund because my backend team is working on your refund, okay? I am audible. Yes. So you need to wait for the refund, okay, because it's an issue of the payment gateway, okay. We have processed your refund but but the some time is it's been cancelled, okay. It is an issue of the payment gateway. So you need to wait 24 to 48 hours, you get a update, okay, regarding to this. Four to forty hours. Just just a moment. I came to know I'm just sensing one issue with this payment gateway that I see I've made a payment to the credit card, okay? And this Yes, by the credit card. by the credit card Yeah, just just a moment. This this credit card is not on this BharatPe network. Okay, that might be that might be issue. What? This this credit card is not on this Bhadar Pay network. Because I I came to know... Credit card is not applicable to Bharat. Bharat se network one one network is a Bharat se. Because I am sensing that issue might be there. Okay? You can you can just pass on this message to your I mean backend team. And if if you require, you can ask me my bank details, you can deposit the amount in my bank account also. You said me that the credit card is not applicable to Bharat and what you say? BharatPe network, it is not registered on the... India's network Yes. Network is not registered. Yeah, the most needed is that this credit card is not on that network. Yeah. which predicts all its moves. This credit card. While you're talking to me, your voice is breaking and slow. So that I did not get your point. Okay. Yeah, now am I audible? Yeah, yeah, it's better now. Yeah, I'm saying that the the credit card is not on this BharatPe network. Okay, so credit card payment payment. Network payment payment network system BharatPe network okay. Okay. And and and if you require my bank details, I can happily share that those details via email. You can process through the you can process the payment to that I mean bank account directly. Let me cross check. Let me cross check. Can I put your call on hold? Hold. Yes. I am audible sir thank you for being on on hold sir. Your concern is raised to my the back end department only you need to wait for the refund okay. Okay. Please, please come in. The concern is raised to the backend department, okay? Your regarding to the refund, your concern is already raised, okay? I'm cross-checked with them. They said your concern is already raised, for the refund you need to wait, okay? As soon as possible you get a update, okay? Anything else for you? Okay. Okay. Okay, one more thing, I'm repeatedly sending the email, kindly reply to that mail. At least you acknowledge the mail. Okay, so regarding to this also you receive the acknowledge of the mail by the automation, okay? As soon as possible you get update on the mail. Okay. Okay. Thank you for calling. This much. Have a good day.