Batch 3 - CCR TRACKER - August 04, 2022

This tracker is to anticipate if the call is possible CCR. This is to narrow down the reason and create an immediate action plan for possible CCR.
Name: 


A red asterisk (*) indicates required questions.

  1. Employee ID:
    ex: 331325*


  1. Full Name (First Name , Last Name)
    ex: Axel Arguelles*


  1. Date (PST Time | MM/DD/YY)
    ex: 08/03/22*


  1. Conversation ID
    ex:31b7b2b9-d873-4409-be61-a0873d9ff1c8*


  1. Itinerary
    ex: 72291108360696*


  1. Call Back number:
    ex: 1-47465474*


  1. Is the concern resolved?*
    Yes
    No


  1. Possible CCR?*
    Yes
    No


  1. Reason why do you think it is a CCR?*
    Technical Issue/Disconnected Call
    Agent related
    Costumer related
    Process Related
    No, Resolved


  1. Did you give a call back to the passenger?
    *
    Yes
    No


  1. Did you do an outbound call?*
    Outbound call to Caller or passenger
    Outbound call to Vendor (Airline, Hotel, Car)
    Outbound call to Tier 3


  1. If you do an outbound call to Airline, Caller, Hotel and Tier 3. Please put the conversation ID of outbound call.*


  1. What is the reason why you do an outbound call?*


  1. If an abound call who did the outbound call?*
    Me (Agent)
    SME Philip
    SME Kelvin
    SME Red
    SME John Mark


  1. If Disconnected call: Did you give send disconnected call or undecided email template to the passenger?*
    Yes
    No


  1. Remarks why you consider it as CCR? *


  1. If technical issue did you send the screenshot or proof of technical issue to the following email address:

    Axel.arguellles@wns.com
    ArturoIv.Infornon@wns.com
    Vanessa.DelaPaz@wns.com
    Ryanphilip.bernardino@wns.com
    AileneBlanca.FlorCalam@wns.com
    AllyssaMae.Gonzales@wns.com
    Ryan.Tenefrancia@wns.com
    SarahKay.Reyes@wns.com*
    Yes
    No





Axel Arguelles