Lodging Clean Call 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*
    Concentrix Cairo
    Concentrix Mauritius
    IGT Manila
    IGT Gurgaon
    Sykes Cebu
    Sykes El Salvador
    Sykes Manila
    Teleperformance Ayala
    Teleperformance Cairo
    Teleperformance Cebu
    Teleperformance Sucat
    Webhelp Capetown
    WNS Iloilo
    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
    Missing Reservation
    Name Change/Correction
    Reconfirm
    Rewards
    Special Service Request
    Other


  1. If answer is For Billing and Refunds 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. If answer is Other For Billings and Refund Intent:*


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


  1. If answer is Other For For Cancel Intent:*


  1. Itinerary Number*


  1. Brand*
    Hotels.com
    Expedia
    COMET
    Hotwire


  1. If answer is Hotels.com. What is the Loyalty Program (Hotels.com)?*
    Gold
    Silver
    None


  1. If Loyalty Program is Hotels.com Gold. Does the customer have available policies to burn?*
    Yes, 2 policies
    Yes, 1 policy
    No


  1. If answer is Expedia. What is the Loyalty Program (Expedia)?*
    Gold
    Silver
    Blue
    None


  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 use concise opening?
    YES: Used the following opening statements (or variations of them):
    "Hi, my name is Rachel. How may I help you?"
    "Hi my name is David. I can help you with cancelling your reservation."
    NO: Added unnecessary statements*
    Yes
    No


  1. If answer is NO, [Opening] What was the specific miss?*


  1. Did agent confirm name of customer appropriately?
    YES: Confirmed the name of the customer as stated in Voyager instead of asking for it. Ex: "Am I speaking to John?"
    NO: Asked for the name of the customer. Ex: "May I have your name?"; Used the name of the customer multiple times unnecessarily throughout the call*
    Yes
    No


  1. If answer is NO, [Name] What was the specific miss?*


  1. Did agent follow security verification process?
    YES: Did not verify security information if customer is already verified. For unverified customer, verified 1 security information (phone number/email address) if they had a valid itinerary number, and 2 if they have invalid itinerary number.
    NO: Unnecessary verified security information for verified customer, or missed verifying the information for unverified customers.*
    Yes
    No


  1. If answer is NO, [Security] What was the specific miss?*


  1. Did agent confirm reservation efficiently?
    YES: Utilized the information provided by the customer (if any) and in Voyager to confirm the reservation by verifying the name of the property. If there are multiple reservations in the same property, then we can verify the check-in date as well.
    NO: Recapped unnecessary information or those that have been confirmed by the customer or Voyager to identify the booking in question.*
    Yes
    No


  1. If answer is NO, [Recap] 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
    Applicable


  1. If answer is NO, [Probe] 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 answer is Yes, and it's a valid AOB call. Was the property under Do Not Contact list?*
    Yes
    No


  1. If answer is 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 answer is 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 nights
    Special requests
    Other


  1. If answer is Other in What was the reason for the outbound call to the property, please specify.*


  1. If answer is Yes, and it's a valid AOB call. How long did it take before the agent dial out to contact the property? (in seconds)
    This is from the time agent placed the customer on hold until the agent dialed out to the property.
    *


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


  1. If answer is YES, (Was able to reach the property?) 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 reach the approver after 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. Was the waiver approved?*
    Yes
    No


  1. How long did it take before the agent returns to the customer after ending the call with the property? (in seconds)
    *


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


  1. Was the property under Do Not Contact list?*
    Yes
    No


  1. How many attempts did the agent make to reach the hotel?*
    1
    2
    3
    >3


  1. 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 answer is OTHER in (What was the reason for the outbound call to the property?)Please specify*


  1. How long did it take before the agent dial out to contact the property? (in seconds)
    This is from the time agent placed the customer on hold until the agent dialed out to the property.
    *


  1. Was the agent able to reach the property*
    Yes
    No


  1. If answer is YES (Was the agent able to reach the property).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. If answer is NO (Was the agent able to reach the property).How long did it take before the agent returns to the customer after ending the call with the property? (in seconds)*


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


  1. How long did it take before the agent returns to the customer after ending the call with the property? (in seconds)*


  1. Did agent provide correct 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 in [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 Applicable


  1. If answer is NO in [Rebuttals] What was the specific miss?*


  1. Did agent display active listening throughout the call?
    YES: Captured all the information provided by the customer.
    NO: Asked for information that customer already provided*
    Yes
    No


  1. If answer is NO in [Listening] 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 in [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


  1. If answer is NO in [Kept] What changes were made in the booking?*


  1. If resolution provided is Processed request. Did agent modify the correct booking/property/room?*
    Yes
    No


  1. If answer is NO in [Modify] What was the specific miss?*


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


  1. If answer is NO in [SR] What was the specific miss?*


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


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


  1. If answer is YES. Was the call transferred warm or cold?*
    Yes
    No


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


  1. If resolution provided is Other, please specify*


  1. Was the resolution provided correct?*
    Yes
    No


  1. If answer is NO in [Resolution] What resolution should have been provided?*


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


  1. If answer is NO in [Insurance] What was the specific miss?*


  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 in [Disclosure] What was the specific miss?*


  1. Did agent use concise closing?
    YES: Delivered a concise closing statement. Asked if further assistance is needed when necessary: “Is there anything I can help you with? Thank you for calling!”
    NO: Used unnecessary statements that made the closing longer than needed*
    Yes
    No


  1. If answer is NO in [Closing] What was the specific miss?*


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


  1. If answer is NO in [Documentation] What was the specific miss?*





Ana Marie Sanchez