AIRLINE OUTBOUND SURVEY

Please complete the questionnaire by choosing an option from “Agree”, “Uncertain”, “Disagree”, in response to the below statements.

Your response will play an important role in assessing the recent activities implemented to support agent knowledge when performing outbound airline calls as well as developing agent skills.

Ensure to review the quick bites from your quality team, airline outbound results from Marie Cervantes (if you do not have it, please ask your leads to share or discuss with your team) prior to answering the survey.


A red asterisk (*) indicates required questions.

  1. Name: (Last Name, First Name)*


  1. Team Leader (Last Name, First Name)
    *


  1. Deputy Manager
    *


  1. LOB  *


  1. 1. I feel confident with my knowledge on when and/or when NOT to contact an airline.   *


  1. If uncertain, provide a brief explanation or list how we can help improve your skills/knowledge


  1. I understand the implications and impact of whenever I make incorrect/invalid outbound airline calls.  *


  1. If uncertain, provide a brief explanation or list how we can help improve your skills/knowledge


  1. I can undertake calls following the correct policies and procedures in place such as but not limited to valid outbound calls.  *


  1. If uncertain, provide a brief explanation or list how we can help improve your skills/knowledge


  1. I am able to undertake calls following the correct procedures and policies in place such as but not limited to valid outbound calls  *


  1. If uncertain, provide a brief explanation or list how we can help improve your skills/knowledge





Ana Marie Sanchez