QA Form-Prod Voice 0201

QA Form Prod Voice
Name: 


A red asterisk (*) indicates required questions.

  1. Agent UID



  1. Agent Name



  1. Agent Function



  1. Agent Wave



  1. Agent Tenure


  1. TL Name


  1. Evaluation Date MMDDYYYY


  1. Evaluation Week



  1. Evaluation Month



  1. Evaluator Name



  1. Evaluation Type



  1. CALL ID in NICE*


  1. Call Date MMDDYYYY



  1. Call Duration (Seconds)



  1. No. of Hold



  1. Hold Duration (Seconds)



  1. Type of Card



  1. Itinerary No.



  1. PNR



  1. Primary Product



  1. Caller Intent - L1



  1. Caller Intent - L2



  1. Call Summary



  1. Utilizes a Warm and Welcome Approach
    FULL
    MOST
    SOME
    NONE
    NA


  1. Utilizes a Warm and Welcome Approach
    *


  1. Acknowledges Concerns & Validates

    FULL
    MOST
    SOME
    NONE
    NA


  1. Acknowledges Concerns & Validates*


  1. Makes a Personal Connection / Builds Relevant Rapport

    FULL
    MOST
    SOME
    NONE
    NA


  1. Makes a Personal Connection / Builds Relevant Rapport
    *


  1. Addresses Customer in a Personalized Manner

    FULL
    MOST
    SOME
    NONE
    NA


  1. Addresses Customer in a Personalized Manner
    *


  1. Maintains a Polished and Professional Approach

    FULL
    MOST
    SOME
    NONE
    NA


  1. Maintains a Polished and Professional Approach*


  1. Uses Language that Creates Credibility and Builds Trust

    FULL
    MOST
    SOME
    NONE
    NA


  1. Uses Language that Creates Credibility and Builds Trust
    *


  1. Demonstrates Knowledge and Educates Customer

    FULL
    MOST
    SOME
    NONE
    NA


  1. Demonstrates Knowledge and Educates Customer
    *


  1. Utilizes Clear and Concise Communication

    FULL
    MOST
    SOME
    NONE
    NA


  1. Utilizes Clear and Concise Communication*


  1. Demonstrates Active Listening & Comprehension

    FULL
    MOST
    SOME
    NONE
    NA


  1. Demonstrates Active Listening & Comprehension
    *


  1. Offers Additional Assistance Prior to Close

    FULL
    MOST
    SOME
    NONE
    NA


  1. Offers Additional Assistance Prior to Close*


  1. Clearly Sets Customer Expectations

    FULL
    MOST
    SOME
    NONE
    NA


  1. Clearly Sets Customer Expectations
    *


  1. Is Consultative: Assesses the Situation and Offers Appropriate Solution

    FULL
    MOST
    SOME
    NONE
    NA


  1. Is Consultative: Assesses the Situation and Offers Appropriate Solution
    *


  1. Offers Options and/or Information in a Positive Manner
    FULL
    MOST
    SOME
    NONE
    NA


  1. Offers Options and/or Information in a Positive Manner
    *


  1. Guides Interaction to the most Effective Resolution

    FULL
    MOST
    SOME
    NONE
    NA


  1. Guides Interaction to the most Effective Resolution
    *


  1. Process Transaction Accurately

    FULL
    MOST
    SOME
    NONE
    NA


  1. Process Transaction Accurately
    *


  1. Accurately Answers All Questions and Requests Throughout the Call

    FULL
    MOST
    SOME
    NONE
    NA


  1. Accurately Answers All Questions and Requests Throughout the Call
    *


  1. Follows Through on Set Expectations
    FULL
    MOST
    SOME
    NONE
    NA


  1. Follows Through on Set Expectations
    *


  1. Follows Logical Interaction/Workflow Requirements

    FULL
    MOST
    SOME
    NONE
    NA


  1. Follows Logical Interaction/Workflow Requirements
    *


  1. Demonstrates Knowledge and Proficiency of Expedia Systems and Brand Tools

    FULL
    MOST
    SOME
    NONE
    NA


  1. Demonstrates Knowledge and Proficiency of Expedia Systems and Brand Tools
    *


  1. Adheres to Regulations or Legislations

    YES
    NO
    NA


  1. Adheres to Regulations or Legislations*


  1. Communicated All Relevant Disclosures

    YES
    NO
    NA


  1. Communicated All Relevant Disclosures
    *


  1. Follows All PII / PCI Guidelines

    YES
    NO
    NA


  1. Follows All PII / PCI Guidelines
    *


  1. Authenticates the Card Member and Interacts with Authorized User

    YES
    NO
    NA


  1. Authenticates the Card Member and Interacts with Authorized User
    *


  1. Utilizes Appropriate Interaction Policies
    YES
    NO
    NA


  1. Utilizes Appropriate Interaction Policies
    *


  1. Provides Accurate and Complete Documentation

    YES
    NO
    NA


  1. Provides Accurate and Complete Documentation
    *


  1. Brand Specific Requirements

    YES
    NO - DISCLOSURE
    NO - ASK DON'T TELL
    NO - 3 MINUTE CHECK IN
    NO - BEAT FORM
    NO - PHONETICS


  1. Brand Specific Requirements
    *


  1. *Adheres to Zero Tolerance Policy Guidelines & Policies

    YES
    NO
    NA


  1. *Adheres to Zero Tolerance Policy Guidelines & Policies*


  1. Agent Help utilized?

    YES
    NO
    NA


  1. Agent Help utilized?



  1. Specify AH used?
    *


  1. Correct AH used?

    YES
    NO
    NA


  1. If not, provide correct AH
    *


  1. If Amadeus is used, provide GDS Proficiency
    GDS Not Used
    Expert
    Proficient
    Advanced
    Skilled
    Novice
    Not Observed (No Screen)


  1. If Amadeus is used, provide GDS Proficiency*


  1. FTC Disclosures Provided?

    YES
    NO
    NA


  1. SR for FTC Email Created?

    YES
    NO
    NA


  1. SR for FTC Email Created?
    *


  1. Complete Documentation in Voyager?

    YES
    NO
    NA


  1. Complete Documentation in Voyager?
    *


  1. *Issue Provided?

    YES
    NO
    NA


  1. *Issue Provided?
    *


  1. *Details Provided?

    YES
    NO
    NA


  1. *Details Provided?
    *


  1. *Resources Provided?

    YES
    NO
    NA


  1. *Resources Provided?
    *


  1. *Resolution Actions Provided?

    YES
    NO
    NA


  1. *Resolution Actions Provided?
    *


  1. *Call ID Provided?

    YES
    NO
    NA


  1. *Call ID Provided?
    *


  1. CCR Verbiage utilized?

    YES - After greeting, before security verification
    YES - After security verification, before account research
    YES - Too late to be effective
    NO


  1. CCR Verbiage mentioned before hold?

    YES
    NO
    NA - Call was not placed on hold


  1. Disconnected call?

    YES - Ghost Call
    YES - Static/Garbled Line
    YES - Silence in the middle of the call
    YES - While on hold/silence
    YES - Customer failed to hang hup
    YES - Agent Disconnected (Call Avoidance)
    YES - System/Tool Outage
    YES - Unable to determine
    NO - Customer Ended the Interaction
    NO - Transferred Call


  1. Callback required?

    YES
    NO


  1. Callback required?
    *


  1. Callback initiated right away?

    YES
    NO
    NA


  1. Callback successful?

    YES
    NO
    NA


  1. Reason for no callback
    *


  1. Transferred Call?

    YES - VALID
    YES - INVALID - did not follow AH Process
    YES - INVALID - not a supervisor call
    YES - INVALID - Amadeus Issue
    YES - INVALID - no documentation created / ready
    YES - INVALID - transferred instead of using Amadeus
    YES - INVALID - Blind/Cold Transfer
    YES - INVALID - Incorrect Department
    YES - INVALID - CXL Migration process not followed
    NO - Not a transferred call


  1. Transferred Call to where?



  1. Goodwill Credit Required to resolve?

    YES - customer expressed complaint/concern
    YES - Airline Schedule Change accepted - Customer stating the time change will cause a disruption in travel or cause a hardship
    YES - Refund Delay caused by GDS restrictions or airline policies as confirmed in Agent Help - Customer has been waiting on their refund for at least three months
    YES - Car rental related complaints pertaining duplicate or inaccurate billing of a rental, or the net rate of a booking being revealed
    YES - Airline Schedule Change provides limited or no options to the customer
    YES - Customer calling to follow up on an un-resolved issue for Travel within the next 48 hours
    YES - Customer calling to follow up on an un-resolved issue for previously reported site, agent or system issue
    YES - Yes - Customer threateningto further escalate to Legal, an executive, the BBB or DOT
    YES - Customer calls to cancel or change their reservation and is being assessed a penalty on a refundable airline booking or hotel reservation – customer mentions hardship for financial loss (see definition of a hardship below)
    Goodwill Empowerment N/A


  1. Goodwill Credit Empowerment utilized by agent?

    YES - Correct Empowerment used
    YES - Incorrect Empowerment used
    NO - Goodwill Empowerment not used
    Goodwill Empowerment N/A


  1. If no, provide reason (free text)



  1. Primary Complaint Issue

    Contact Center - Agent
    Contact Center - Process
    Supplier
    Technology
    This will not result to a complaint


  1. Primary Complaint Issue - Detail
    *


  1. If Agent, Behavior Triggering Complaint

    Unresolved Interaction
    Customer Service
    Communication
    NA


  1. If Agent, Behavior Triggering Complaint (sub-category)
    *


  1. BEAT Form filled out by agent?

    YES
    NO
    NA


  1. *Cardmember Field correct?

    YES
    NO
    NA


  1. *Cardmember Field correct?*


  1. *Details Field correct?


    YES
    NO
    NA


  1. *Details Field correct?
    *


  1. *Resolution Field correct?

    YES
    NO
    NA


  1. *Resolution Field correct?
    *


  1. WFH Challenges and Issues - L1
    Yes - Audio Issue
    Yes - Background Noise
    Yes - Customer Behavior
    Yes - Agent Behavior
    Yes - Call Not Found
    Yes - Misrouted Call
    Yes - Consults
    NO


  1. WFH Challenges and Issues - L2
    *


  1. WFH Challenges and Issues - L3
    *


  1. Evaluation ID*





Ana Marie Sanchez