UA Voice & Chat Call Calibration Form


A red asterisk (*) indicates required questions.

Evaluator Name (Last Name First Name)*


Agent UID (Without "U")*


Agent Name (Last Name First Name)*


TL Name (First Name Last Name)*


Deputy Manager (First Name Last Name)*


Agent Tenure (at the time of call)  *


Agent Group (Refer to Masterlist)  *


Call Date (MM/DD/YY)*


Tenure in Days (Refer to Masterlist)*


Production Date ((MM/DD/YY) Refer to Masterlist*


Conversation ID (1st)*


Itinerary*


Brand  *


Primary Product Serviced   *


VA Intent  *


Intent based from Customer  *


Travel Stage  *


PNR/GDS*


Vendor/Airline Name (Airline code only, car rental name or property name)*


AHT Duration of 1st Call (in Seconds)*


Evaluation Date (mm/dd/yyyy)*


Brief Description of the Call*


POSITIVE BRAND IMAGE

Utilizes a Warm and Welcome Approach  *


Acknowledges Needs, Validates Reason for Conversation, Shows Empathy  *


Maintains a Polished and Professional Approach  *


CONSULTATIVE CARE

Demonstrates Active Listening / Comprehension  *


Is Consultative: Assesses the Situation and Offers Appropriate Solutions In a Positive Manner  *


Communicates Clearly and Concisely, Sets Traveler Expectations  *


Demonstrates Knowledge and Educates Traveller  *


RESOLUTION & COMPLIANCE

Follows Logical Interaction/Workflow Requirements  *


Processes Transaction Accurately  *


Provides Accurate and Complete Information Throughout the Interaction  *


Demonstrates Knowledge and Proficiency of Expedia Systems and Brand Tools  *


Follows Through on Set Expectations  *


First Contact Resolution Effectiveness  *


POLICY & COMPLIANCE

Communicates All Relevant disclosures, fare rules, and Fees  *


Followed security verification protocols  *


Was compliant with Zero Tolerance Policies 


Customer Paint Points 


CUSTOMER CALLBACK RATE (CCR)

Primary Reason for Contact (1st Call) - WNS Call Lvl 1 


Primary Reason for Contact (1st Call) - WNS Call Lvl 2 


If Others, Pls. specify (freeform)


What Help Topic Addresses the concern? (Article number only)


Resolution Provided Lvl 1 


Resolution provided Lvl 2
 


Reason for No Resolution (Free Text)


If referred to ( Vendor,Insurance,Bank,LCC) is it a valid Referral?  


Conversation ID of the 2nd Call


2nd Call Intent 


Brief Description of the 2nd call


Primary Reason for Contact (2ndCall) Lvl 1 


Primary Reason for Contact (2ndCall) Lvl 2
 


Non-ASC Callback Contributor Lvl 1 (FOR NON-ASC AGENTS ONLY) 


Non-ASC Callback Contributor Lvl 2 (FOR NON-ASC AGENTS ONLY) 


Non-ASC Callback Contributor Lvl 3 ((FOR NON-ASC AGENTS ONLY) 


ASC Callback Contributor Lvl 1 (ASC AGENTS ONLY) 


ASC Callback Contributor Lvl 2 (ASC AGENTS ONLY) 


ASC Callback Contributor Lvl 3 (ASC AGENTS ONLY) 


IF Call got disconnected did the agent callback? 


Interval in seconds (Between call disconnection and callback initiated, refer to Console)


Interval of FUP % 


FTC/Change New date (DD/MM/YY)


CCR Tag under
<15 mins
>15 mins - <24 hrs
>24 hrs - <72 hrs
NA


ATTACHED OUTBOUND SCRUBBING

Outbound Number based in Console


Outbound Recipient based in Console (Copy + Paste from Console)


Did the agent dialed the correct phone number based on AH?
Yes
No
NA


Recipient 


Vendor/Department (Airline code only, car rental name or property name)


Type (Outbound/Referral) 


Reason for Outbound/Referral 


If Others, Pls. specify (freeform)


Is the Outbound/Referral Valid? 


Invalid Reason L1 


Invalid Reason L2 


If Others, Pls. specify (freeform)


AOB Outcome
Waiver Approved
Waiver Denied
Approver not available
Vendor provided information
Spoke with Customer, Resolved
Spoke with Customer, Not Resolved
Left a VM
Sent disconnected email
Left a VM, sent disconnected email
Softphone error
Details NOT Available
Transferred to Vendor
Transferred to Internal Team
Vendor asked to send email
Vendor not available
Agent disconnected the call while calling the AL
Agent did not continue call with AL
NA


What type of agent opportunity?
Knowledge
Behaviour
NA


Concise Summary of the AOB (Customer intent/Reason for AOB/Outcome)


Approved by (Leave blank)


DISCONNECTED CALLS

Is Disconnect valid? 


Reason for Valid disconnect 


If Others, Pls. specify (freeform)


Reason for Invalid disconnect 


If Others, Pls. specify (freeform)





Ana Marie Sanchez