AIR CCF
Name (optional): 


A red asterisk (*) indicates required questions.

  1. QA Name (First and Last Name)*
    *


  1. Agent's last name**


  1. Agent's first name**


  1. Site*
    WNS Manila
    WNS Manila


  1. Agent's Voyager / SSO Login*


  1. 6. Itinerary number*



  1. PNR 1*



  1. PNR 2 (if applicable)*



  1. Call ID*



  1. Call date*


  1. Evaluation date*


  1. Call duration (sec)*


  1. Brand*

    Cheaptickets
    Expedia
    Hotwire
    Orbitz
    Travelocity


  1. Intent*
    *
    Cancel
    Change
    Redeem FTC


  1. Case outcome*

    Inquiry
    Executed


  1. Air Product Type**
    Standalone
    Air in Package


  1. Travel stage*
    *
    En-route
    Pre-travel
    Post-travel


  1. Fare type*
    *
    Bargain Fare
    Branded Net Fare
    Combined OW - Family Fare/Published
    Combined OW - Published/Published
    FlexMor
    Published - Economy / Premium Economy
    Published - Business / First
    SVA


  1. Refundability & changeability*
    Refundable changeable
    Refundable non-changeable
    Non-refundable changeable
    Non-refundable non-changeable


  1. PNR 1 change / cancel completed in*

    Farelogix
    GDS
    Not applicable - no change/cancel completed
    Vclassic
    Vnext


  1. PNR 1 qualifies for SAE / ATC(regardless whether executed or inquiry)*
    Yes
    No
    Not applicable (Farelogix/LCC booking)


  1. PNR 2 (if applicable) change / cancel completed in*

    FaFarelogix
    GDS
    Not applicable - no change/cancel completed
    Vclassic
    Vnext


  1. PNR 2 qualifies for SAE / ATC(regardless whether executed or inquiry)*

    Yes
    No
    Not applicable (Farelogix/LCC booking/no PNR 2)


  1. Agent answered the call within 5 seconds*

    Yes
    No


  1. Agent gave his/her/their name*

    Yes
    No


  1. Agent asked for the caller's name*

    Yes
    No


  1. During Opening stage, did agent place the call on mute/hold unnecessarily?

    Yes
    No


  1. Total mute/hold duration



  1. The customer is auto-verified*

    Auto-verified
    Unverified but with a valid itinerary
    Unverified and without a valid itinerary


  1. What did the agent use to verify security? None of the Above

    None of the above
    None of the above


  1. What did the agent use to verify security?
    Itinerary number
    Itinerary number


  1. What did the agent use to verify security?
    Phone number
    Phone number


  1. What did the agent use to verify security? Email address

    Email address
    Email address


  1. What did the agent use to verify security? Last 4 digits of credit card number

    Last 4 digits of credit card number
    Last 4 digits of credit card number


  1. What did the agent use to verify security? Free flow



  1. What item(s) did the agent mention during the mini-recap? None of the above

    None of the Above
    None of the Above


  1. What item(s) did the agent mention during the mini-recap? Destination

    Destination
    Destination


  1. What item(s) did the agent mention during the mini-recap? Travel Date

    Travel date
    Travel date


  1. What item(s) did the agent mention during the mini-recap? Airline
    Airline
    Airline


  1. What item(s) did the agent mention during the mini-recap? Passenger Name

    Passenger name
    Passenger name


  1. What item(s) did the agent mention during the mini-recap? Intent

    Intent
    Intent


  1. What item(s) did the agent mention during the mini-recap? Free flow



  1. During mini-recap, did agent place the call on mute/hold unnecessarily?


    Yes
    No


  1. Total mute/hold duration



  1. Agent asked reason behind cancellation / exchange*

    Yes
    No
    Not Applicable


  1. For exchanges, did agent ask for the date/time/routing preferences in one question?*

    Yes
    No
    Not Applicable (not an exchange call)


  1. For multi-passenger itineraries, did agent ask if all passengers are exchanging / cancelling?*

    Yes
    No
    Not Applicable (not an exchange call)


  1. During Discovery stage, did agent place the call on mute/hold unnecessarily?

    Yes
    No


  1. Total mute/hold duration



  1. After asking the discovery questions, which action did the agent immediately take?*

    advised customer of itinerary's [voidability/refundability/FTC eligibility/fare rules] before confirming if they want to continue
    checked availability


  1. After asking the discovery questions, which action did the agent immediately take? Free flow (Blank if NA)



  1. The first option which agent offered best fits customer need, based on discovery questions*

    Yes
    No


  1. Agent used SAE / ATC to price the flights selected by the customer*

    Yes
    No
    Not applicable - PNR does not qualify for SAE/ATC
    Not Applicable - this is not an exchange
    Not Applicable -this is an exchange inquiry only


  1. After customer selected their preferred flights from the provided options, agent recapped only the flight(s) that will be exchanged*

    Yes
    No
    Not Applicable - this is not an exchange call


  1. After customer selected their preferred flights from the provided options, agent also advised penalty fee and/or fare difference per passenger AND the total cost of the exchange*

    Yes
    No
    Not Applicable - this is not an exchange call


  1. During Tailored Solution stage, did agent place the call on mute/hold unnecessarily?

    Yes
    No


  1. Total mute/hold duration



  1. Agent acknowledged caller's concerns/objections*

    Yes
    No
    Not Applicable (caller did not have any objections/concerns)


  1. Agent asked appropriate probing questions to determine reason behind caller's objection / concern*

    Yes
    No
    Not Applicable (caller did not have any objections/concerns)


  1. Agent offered option(s) which best addresses customer's concern / objection*

    Yes
    No
    Not Applicable (caller did not have any objections/concerns)


  1. Agent highlighted benefit of the option(s) that was offered in response to the concern/objection*

    Yes
    No
    Not Applicable (caller did not have any objections/concerns)l


  1. During Addressing Concerns stage, did agent place the call on mute/hold unnecessarily?

    Yes
    No
    Not Applicable - this is not an exchange call


  1. Total mute/hold duration



  1. Cancel - If customer opted not to continue with cancellation, agent advised last date they should cancel/void

    Yes
    No
    Not Applicable - this is not an exchange call


  1. Cancel - If customer opted to continue the cancellation, agent advised that transaction is irreversible + the refund/penalty amount + ticket validity date (for nonref and changeable PNR)

    Yes
    No
    Not Applicable - this is not an exchange call


  1. Cancel - Agent provided insurance provider name and phone number

    Yes
    No
    Not Applicable - this is not an exchange call


  1. Cancel - During Disclosure stage (Cancel), did agent place the call on mute/hold unnecessarily?

    Yes
    No
    Not Applicable - this is not an exchange call


  1. Cancel - Total mute/hold duration



  1. Change - If customer opted not to continue with change, agent advised that rates and availability are subject to change and the last date they can exchange

    Yes
    No
    Not Applicable - this is not an exchange call


  1. Change - If customer opted to continue with the change, advised customer of new tickets' refundability, changeability, baggage, and seats in a brief and concise manner (see recommended verbiage)

    Yes
    No
    Not Applicable - this is not an exchange call


  1. Change - Agent provided insurance provider name and phone number

    Yes
    No


  1. Change - During Disclosure stage (Change), did agent place the call on mute/hold unnecessarily?

    Yes
    No


  1. Change - Total mute/hold duration



  1. Agent advised that confirmation email will be sent AND specified the email address where it will be sent*

    Yes
    No
    Not Applicable - customer opted not to complete the cancel/change


  1. Closed the call without branding*

    Yes
    No
    Not Applicable - customer opted not to complete the cancel/change


  1. Closing verbiage (offer additional help + close) was delivered in 15 sec or less*

    Yes
    No
    Not Applicable - customer opted not to complete the cancel/change


  1. Does the itinerary contain an AA booking? *

    Yes
    No


  1. Did the agent make an outbound call to the airline?*

    Yes
    No


  1. If used AA Saleslink? What Reason? | Insert Possible reason



  1. Used AA Saleslink on Call*

    Yes
    No
    NA


  1. Issue Resolved*

    Yes
    No


  1. Reason for unresolved (free text - "NA" for resolved)