AOB/UOB Validation Form - Paid Version
Name: 


A red asterisk (*) indicates required questions.

  1. Date of Call (e.g 07/06/2021)*


  1. Agent Name (Console)*


  1. Agent UID (6 digit e.g 354637)*


  1. Type*
    AOB
    UOB


  1. Call ID*


  1. ITN*


  1. POS-Brand of ITN Related (if any)*


  1. Product*
    Car
    Flight
    Hotel
    Package


  1. Customer's Reason for Calling*
    Billing_Refunds
    Cancel
    Change
    Complaint
    Create Booking
    Loyalty & Account
    Missing Reservation
    Name Change / Correction
    Reconfirm


  1. Customer's Intent*
    Billing_Refunds - Billing information
    Billing_Refunds - Double billing
    Billing_Refunds - Refund follow-up
    Billing_Refunds - Request for refund
    Billing_Refunds - Vendor charges
    Cancel - ASC affected
    Cancel - Duplicate booking
    Cancel - Voluntary - Change of Plans
    Cancel - Voluntary - Customer error booking
    Cancel - Voluntary - Extenuating
    Cancel - Voluntary - Poor vendor service
    Change - ASC affected
    Change - Name Correction
    Change - Voluntary - Change of Plans
    Change - Voluntary - Customer error booking
    Change - Voluntary - Extenuating
    Complaint - Vendor service
    Create_Booking - Assistance with new booking
    Loyalty_Account - Adding/Adjusting Expedia points
    Missing_Reservation - Relocation
    N_A - None
    Name_Change_Correction - Name Correction
    Reconfirm - Baggage Information
    Reconfirm - Car Reconfirm
    Reconfirm - Confirm cancellation
    Reconfirm - Online check-in
    Reconfirm - Policy
    Reconfirm - Seats
    Reconfirm - Travel itinerary details
    Seats - Reconfirm seats
    Travel_itinerary_details - Amenities
    Travel_itinerary_details - Breakfast
    Travel_itinerary_details - Other


  1. Call Duration (in seconds)*


  1. AOB/UOB Outcome*
    Case assigned to VNA
    Information Acquired on the call
    Penalty Waiver Approved
    Penalty Waiver Denied
    Reached Only Vendor IVR
    Reached Voicemail
    Others


  1. Was AOB/UOB valid?*
    Valid
    Invalid


  1. If invalid, why? Put NA if AOB is Valid*


  1. Name of Vendor Called for Airline


  1. Name of Vendor Called for Hotel


  1. Name of Vendor Called for Car


  1. Duration of AOB/OUB in seconds*


  1. Is call duration more than 600 sec for hotel or 900 sec for air?*
    Yes
    No


  1. If yes, please site agent opportunity observed that contributes to high handle time
    Efficiency - Not following hold/mute procedure
    Efficiency - Failed to assess the urgency to resolve the customer's issue
    Ownership - Did not allow customer to fully state concern (i.e., interruptions, jumping to conclusions)
    Ownership - Did not use positive language to portray a willingness to help
    Ownership - Did not set proper expectation on next steps
    Ownership - Did not recognize or escalate issue where required
    Ownership - Did not educate customer on SSO to avoid unnecessary future contact
    Ownership - Did not address secondary concerns
    Ownership - Did not deliver promised callback
    Ownership - No effort to present alternatives when applicable
    Ownership - Ensures there are no further questions or needs prior to call closing
    Product_Knowledge - Incomplete/Incorrect Information
    Product_Knowledge - Incorrect execution of process (i.e., agent error)
    Product_Knowledge - Missed EA steps and processes
    Product_Knowledge - Failed to utilize applicable tools
    Product_Knowledge - Unnecessary steps taken
    Product_Knowledge - Failed to assign to correct WB
    Product_Knowledge - Failed to contact vendor
    Product_Knowledge - Failed to follow correct escalations procedure
    Product_Knowledge - Failed to contact Relocations
    Product_Knowledge - Did not transfer to the correct department
    Product_Knowledge - Incorrect Expedia Policy interpretation
    Product_Knowledge - Incorrect Vendor Policy interpretation
    Product_Knowledge - Did not provide correct future communication timeline
    Behaviour - Unnecessarily advised customer to callback
    Behaviour - Took too long to accept the call
    Behaviour - Missed Callback
    Behaviour - Refusing to escalate
    Behaviour - Deliberate transfer to incorrect department
    Behaviour - Deliberate transfer back to queue
    Behaviour - Unprofessional behavior causing customer to disconnect
    Behaviour - Intentional long hold until customer disconnects
    Behaviour - Not responsive to customer
    Understanding_Needs - Lack of research
    Understanding_Needs - Ineffective probing questions
    Understanding_Needs - No probing questions asked
    Understanding_Needs - Did not actively listen
    Understanding_Needs - Did not acknowledge customer's issue/questions
    Understanding_Needs - Failed to uncover customer's emotions
    Communication - Illogical flow in delivery of information
    Communication - Inappropriate grammar and choice of words
    Communication - Lack of Confidence
    Communication - Lack of Rebuttal Statements
    Communication - Did not tailor speech content to customer's knowledgeCommunication - Did not tailor speech content to customer's knowledge
    Communication - Failed to rephrase information when needed


  1. Please add brief insight/s on why you choose opportunity in Q.20



  1. Eureka Article impacting long handling time*


  1. Travel Stage
    Pre-Travel
    In-Travel
    Past Date


  1. Evaluators Name





Ana Marie Sanchez