Lodging Clean Chat Flow Evaluation Form - Post Zero AOB Rollback
Name: 


A red asterisk (*) indicates required questions.

  1. Audit Type*
    Quality Team
    Operations Team


  1. Evaluator's Name/Login
    *


  1. Evaluation Date*


  1. Partner Site*
    IGT Gurgaon
    Sykes El Salvador
    Sykes Manila
    Teleperformance Ayala
    Teleperformance Cairo
    WNS Manila


  1. Agent Name (last name, first name)*


  1. Agent HUB/Voyager Login*


  1. Agent Type*
    Lodging Only Agent
    Universal Agent


  1. Agent Tenure*
    Nesting
    < 90 Days
    Between 90 - 180 Days
    > 180 Days


  1. Region (Point of Sale)*
    North America
    LATAM
    EMEA
    APAC


  1. Language*
    English
    Spanish
    German
    Japanese
    Mandarin-Cantonese
    Other languages to be added


  1. Conversation ID
    *


  1. Call Date*


  1. Call Duration (in seconds)*


  1. IVR Intent*
    Amenities
    Billing
    Cancel
    Change
    Reconfirmation
    Unknown
    View_Booking


  1. Actual Intent
    *
    Best Price Guarantee
    Billing and Refunds
    Cancel
    Change
    Complaint
    Coupon and Promotion
    Create Booking
    General Questions


  1. For Billings and Refund Intent*
    Double Billing
    Refund follow-up: Refund initiate by the property
    Deposit charged on Pay Later booking, not advertised
    Property calls and says they had issues charging the EVC or the EVC was declined
    Multiple Scenarios (Customer already called the property and is being referred back to us
    Other


  1. For Cancel Intent*
    Agent Error
    Content Error: Information not updated in Voyager
    Content Error: Others
    Site Error
    Customer Error
    Change of plans
    Extenuating Circustances
    Other


  1. For Change Intent*
    Agent Error
    Content Error: Information not updated in Voyager
    Content Error: Others
    Site Error
    Customer Error
    Change of plans
    Airline Schedule and packages
    Extenuating Circumstances
    Other


  1. Itinerary Number*


  1. Brand*
    Hotels.com
    Expedia
    COMET
    Hotwire


  1. Loyalty Program (Hotels.com)*
    Gold
    Silver
    None
    NA


  1. Loyalty Program (Expedia)*
    Gold
    Silver
    Blue
    None
    NA


  1. Does the customer have available policies to burn? (GOLD)*
    Yes, 2 policies
    Yes, 1 policy
    No
    NA


  1. Product Type*
    Standalone Hotel
    Part of a Package


  1. Booking Type*
    Refundable
    Non-Refundable
    Booked Within Penalty Window


  1. Penalty Stage*
    Outside Penalty
    Inside Penalty


  1. Reservation Type*
    Pay Now
    Pay Later


  1. Travel Stage
    *
    Pre-Stay
    In-Stay
    Post-Stay


  1. Was there an existing case for this reservation?*
    Yes, request was approved
    Yes, request was denied
    Yes, decision is still pending
    No


  1. Did agent deliver the greeting as soon as the chat came in?
    YES: Delivered greeting within the allowed threshold after the VA conversation
    NO: Took longer than the allowed limit to deliver greeting*
    Yes
    No


  1. If answer is No: [Opening] How many seconds before the agent deliver the greeting?*


  1. Did the agent follow the correct greeting?
    YES: Used the following statement: "Hi Jane. This is Joseph, and I will be happy to help you with {use VA info}."
    NO: Unnecessary verified details that were already available in VA during greeting. Did not use the correct format.*
    Yes
    No


  1. If answer is No: [Greeting] What was the specific miss?*


  1. Did agent use available virtual agent (VA) information, as necessary?
    YES: Avoided verifying information that was already provided in VA, outside of the mini-recap section; Acknowledged the reason for the contact
    NO: Unnecessary verified details that were already available in VA; asked unnecessary questions
    ***Rate as "Not applicable" if there was no VA information available.*
    Yes
    No
    Not Applicable


  1. If answer is No: [VA] What was the specific miss?*


  1. Did agent follow security verification process?
    YES: If account was verified, agent did not perform any further actions. If account was not verified, agent did follow verification process.
    NO: Asked for security information when account was already verified.*
    Yes - auto-verified customer
    Yes - unverified customer
    No - auto-verified customer
    No - unverified customer


  1. If Answer is No - auto-verified customer: [Security] What was the specific miss?
    *


  1. If Answer is No - unverified customer: [Security] What was the specific miss?*


  1. Did agent use the correct mini-recap?
    YES: Avoided confirming information that was already provided in VA or by the customer. If unverified by VA or the customer, agent used the following statement: I see you want to cancel your upcoming reservation in La Quinta Inn?
    NO: Unnecessary verified details that were already available in VA or provided by the customer. Did not use correct response format.*
    Yes
    No


  1. If answer is No: [Recap] What was the specific miss?*


  1. Did agent use the correct discovery statement?
    YES: Used the statement, "May I know the reason of your cancellation/change request?" if customer does not provide the information voluntarily. Otherwise, proceed with the next steps.
    NO: Unnecessary verified information that were already provided by the customer.
    ***Rate as "Not applicable" if discovery is not needed on the call.*
    Yes
    No
    Not Applicable


  1. If answer is No: [Discovery] What was the specific miss?*


  1. Did agent probe for additional information, as needed?
    YES: Probed for information needed to make a decision or provide the customers next steps or options.
    NO: Absence of probing, if needed
    ***Rate as "Not applicable" if probing is not needed on the call.*
    Yes
    No
    Not Applicable


  1. If answer is No: [Probe] What was the specific miss?
    *


  1. Did agent use the correct CAP verbiage?
    YES: Used this statement: "So we can stay connected, please keep this chat window open" when appropriate/needed.
    NO: Missed to use the CAP verbiage*
    Yes
    No


  1. If answer is No: [CAP] What was the specific miss?*


  1. Did agent convey empathy or acknowledge customer's situation, if needed?
    Only rate this item when there is an opportunity to demonstrate empathy. Otherwise, rate as "Not Applicable".*
    Yes
    No
    Not Applicable


  1. If answer is No: [Empathy] What was the specific miss?*


  1. Did agent perform an attached outbound call to the property?*
    Yes, and it's a valid AOB call
    Yes, but it's an invalid AOB call
    No


  1. If Yes, and it's an invalid AOB call: [AOB] Why is it not a valid AOB?*


  1. If Yes, and it's a valid AOB call: Was the property under Do Not Contact list?*
    Yes
    No


  1. If Yes, and it's a valid AOB call: How many attempts did the agent make to reach the hotel?
    *
    1
    2
    3
    >3


  1. If Yes, and it's a valid AOB call: What was the reason for the outbound call to the property?*
    Waiver Request
    Verify Charges
    Complaint
    Missing Reservations
    Verify Amenities
    Content Error
    Early checkout
    Reduce night
    Special Requests
    Other


  1. If Yes, and it's a valid AOB call: How long did it take before the agent dial out to contact the property? (in seconds)
    *


  1. If Yes, and it's a valid AOB call: Was the agent able to reach the property
    *
    Yes
    No


  1. How long did it take before the agent reach the property? (in seconds)
    This is from the time the agent dialed out until call was picked up by reception or agent reached the hotel IVR.*


  1. Was the agent able to speak to the approver?*
    Yes
    No


  1. If answer is Yes (Was the agent able to speak to the approver?), How long did it take before the agent spoke to the approver upon reaching the property? (in seconds)
    This is from the time the call was picked up by the reception or IVR until the agent spoke to the approver. *


  1. If answer is Yes (Was the agent able to speak to the approver?) Was the waiver approved?
    *
    Yes
    No
    NA


  1. If answer is Yes (Was the agent able to speak to the approver?) How long did it take before the agent returns to the customer after ending the call with the property? (in seconds)
    This is from the time the agent ended the call with the property until the agent spoke with the customer again.*


  1. Did agent provide accurate explanation or expectation?
    YES: Followed the process as outlined in training and in Help Topics when providing explanation/expectation Ex: Provided correct refund timeline; explained that the case is still being processed when still within SR timeline; etc.
    NO: Provided explanation or expectation outside of the current processes.*
    Yes
    No


  1. If answer is No: [Explanation] What was the specific miss?*


  1. Did agent use appropriate rebuttals, if needed?
    YES: Utilized the rebuttals provided for appropriate scenarios.
    NO: Missed to use rebuttals as necessary, as well as using the incorrect rebuttals for the wrong scenario or question.
    ***Rate as "Not applicable" if rebuttals are not needed on the call.*
    Yes
    No
    Not Appplicable


  1. If answer is No:[Rebuttals] What was the specific miss?
    *


  1. Did agent avoid using jargons when talking to the customer?
    YES: Did not use words or terms that we only use internally (within Expedia program) or providing next steps that customer does not need to be aware of (Ex: sending a case to the offline team for processing/transferring the call to the Relocations team/specialized team, etc.)
    NO: Used jargons exclusive to the Expedia program or informing customers of internal steps that are irrelevant to them*
    Yes
    No


  1. If answer is No: [Jargons] What jargon/s was/were used?*


  1. What resolution was provided by the agent?*
    Provided Explanation (Kept the booking as is)
    Processed request
    Created a service request
    Transferred call to Relocations
    Other


  1. If answer is Provided Explanation (Kept the booking as is): Did the agent keep the booking as is?*
    Yes
    No
    Not applicable


  1. If answer is No in Did the agent keep the booking as is? [Kept] What changes were made in the booking?*


  1. If answer is Processed Request: Did agent modify the correct booking/property/room?*
    Yes
    No
    NA


  1. If answer is No: [Modify] What was the specific miss?*


  1. If answer is Created a service request: Did agent fill out the SR correctly/completely?*
    Yes
    No
    NA


  1. If answer is No: [SR] What was the specific miss?*


  1. If answer is Transferred call to Relocations: Did agent confirm callback number before transferring the call to Relocation?
    *
    Yes
    No
    NA


  1. Was this a valid transfer to Relocations?*
    Yes
    No
    NA


  1. If answer is No: [Relos] Why is it not a valid transfer?*


  1. If answer is Transferred call to Relocations: Was the call transferred warm or cold?
    *
    Warm
    Cold


  1. If answer is Other: Enter your answer*


  1. Was the resolution provided correct?*
    Yes
    No
    NA


  1. If answer is No: [Resolution] What resolution should have been provided?*
    Provided explanation (Kept the booking as is)
    Processed request
    Created a service request
    Transferred call to Relocations
    Other


  1. If answer is Other in What resolution should have been provided*


  1. For insurance-related scenarios,did agent follow the correct process?
    *
    Yes
    No
    Not Applicable


  1. Did agent deliver correct disclosures (if needed)?
    YES: Informed the customer of the following, as needed:
    refund amount and timeline (if you haven't mentioned earlier in the conversation)
    changes made on the reservation(for change requests)
    last day to cancel/change the reservation before penalty will be imposed, and the possible penalty amount
    they will receive a confirmation email on the request made.
    For inquiries only, no changes are made on the booking, and prices and availabilities are subject to change at any time
    NO: Missed to disclose needed information before ending the conversation*
    Yes
    No
    Not Applicable


  1. If answer is No: [Disclosure] What was the specific miss?*


  1. Did agent follow the correct closing?*
    Yes
    No


  1. If answer is No:[Closing] What was the specific miss?*


  1. Did agent close the chat immediately after the conversation/within the allowable threshold?
    *
    Yes
    No


  1. If answer is No: [Ending] How many seconds before the agent closed the chat?*


  1. Was agent documentation correct and complete?*
    Yes
    No


  1. If answer is No: [Documentation] What was the specific miss?*





Ana Marie Sanchez