SR Callback Q2 - 2022
Name: 


  1. Conversation ID


  1. SR Creation Date (mm/dd/yyyy)


  1. SR Creation Time (PST: HH:MM)


  1. SR Created by (Agent's WMN ID)


  1. Itinerary Number


  1. Customer's Phone Number


  1. Travel Product
    Car
    Flight
    Lodging
    Package
    Insurance
    Others


  1. Call Intent
    Cancel
    Change
    Billing and Refunds
    Reconfirm
    Rewards
    Complaints
    Name Correction
    Special Service Request
    Others


  1. Reason for Supervisor Call (Reason for SR)
    Agent Opportunity (Objection Handling / Lack of Research)
    Availability and Pricing
    Complex Concern (Required Additional time & Coordination to resolve)
    FTC vs. Refund (or any FTC related objections)
    Other Vendor Policies Complaint
    Repeat Caller - Mishandled by Previous agent / channel (Chat, Email, SocMed)
    Onset Supervisory Call
    Restrictive Policies (LCC / BEF / Bargain / Not Covered by Flex)
    Waiver Denied because Non-Refundable
    Waiver Denied due to Customer Error
    Waiver Denied on In-Stay and Non Refundable - (Lodging)
    Website & Other Services
    Ticket under Airline Control ( Endorsement )


  1. Reason for SR (Free Flow; Agent Documentation)


  1. Valid?
    Yes
    No


  1. If No (Invalid), why?
    Failed to properly schedule a callback
    Failed to properly document the reason for supervisor call
    Incomplete customer's information ( ITIN, Phone )
    Proactively offer a callback from supervisor
    Incomplete/Incorrect process followed ( as per HT )
    Non-US POS
    Out of Scope ( Brand )


  1. If Incomplete/Incorrect process, What Help Topic should have followed ?


  1. Call Back Attempt
    1st
    2nd
    3rd
    N/A


  1. Call Back Outcome
    N/A
    Successful
    Rescheduled


  1. If rescheduled, which timeframe?
    1-3 hours
    4 hours
    8 hours - 12 hours
    16 hours
    24 hours
    >24 hours


  1. Action Taken


  1. SR Closed?
    No
    Yes
    N/A
    Manual Closure Required


  1. If No, why?





Ana Marie Sanchez