CCR Scrubbing for Non English - 2023
Name: 


A red asterisk (*) indicates required questions.

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


  1. Employee ID *


  1. Team Leader (MLR)*


  1. Itinerary*


  1. Conversation ID*


  1. Chat Date(MM/DD/YYYY)*


  1. Evaluation Date*


  1. AHT (in seconds)*


  1. CCR Period*
    <= 15 min.
    > 15 mins, <= 24 hrs.
    > 24 hrs, <= 72 hrs.


  1. Valid Repeat (Yes/ No)*
    Yes
    No


  1. Travel Stage*
    Pre-Travel
    Pre-Travel (Imminent, w/in 72 hours)
    In-Travel
    Post-Travel (Completed)
    Unknown (Cancelled Travel)


  1. Product*
    Flight
    Hotel
    Package
    Car
    Others
    No Reservation


  1. Intent*
    Exchange / Change
    Cancel
    Billing and Refunds
    Reconfirm
    Complaint
    Create Booking
    Name Change/Correction
    Insurance
    Special Service Request
    Missing Reservation
    Coupon and Promotion
    Best Price Guarantee
    Information
    Rewards Questions
    Email Settings
    General Questions
    Password and Sign On
    Account Maintenance
    Voucher Questions
    Voucher Print and Mail
    Others


  1. Sub Intent *
    Add Information
    Add Traveler
    Agent Error
    Baggage Information
    Billing
    Content Error
    Customer Error
    Change of Plans
    Duplicate Booking
    Double Charge
    Extenuating Circumstances
    Fare Rules & Fees
    Flexibility Policy
    Flight Details
    FTC Information
    FTC Redemption
    MCO Redemption
    Receipt
    Refund Follow-up
    Airline Schedule Change
    Rewards Adjustment
    Seat Assignment
    Others


  1. Brand*
    Expedia
    Travelocity
    Orbitz
    Cheap Tickets
    Hotels.com
    eBookers/Wotif/LastMinute
    EPS
    Others
    NA


  1. POS*
    Belgium
    Brazil
    Canada
    China
    Denmark
    Finland
    France
    Germany
    Hongkong
    Italy
    Japan
    Korea
    Mexico
    Netherlands
    Norway
    Portugal
    Sweden
    Spain
    Switerland
    Taiwan
    Thailand
    Turkey
    US
    Australia


  1. Language*
    Chinese
    Danish
    Dutch
    French
    German
    Italian
    Korean
    Portugese
    Spanish
    Swedish
    Turkish
    Japanese


  1. Brief Summary*


  1. Reason for Callback *
    Agent Related - Difficulty in communicating the resolution or steps required for the cx
    Agent Related - Did not follow proper holding procedure
    Agent Related - Initiated disconnection
    Agent Related - Performed incorrect process
    Agent Related - Performed incomplete process
    Agent Related - Incorrect information provided
    Agent Related - Incomplete information provided
    Agent Related - Alternative options not provided
    Agent Related - Did not provide SSO
    Agent Related - Callback commitment not executed
    Agent Related - Lack of Research
    Agent Related - Lack of Probing Questions
    Agent Related - Lack of Rebuttal Statements
    Agent Related - Lack of Confidence
    Agent Related - Did not uncover emotional needs
    Agent Related - Active Listening
    Agent Related - Failed to Understand the Customer's Needs
    Agent Related - Agent No Response
    Customer Related - Had a follow-up question or needed to ask additional questions( Needed to confirm information with traveling party/others prior to making changes)
    Customer Related - Needed to make a change/cancel my reservation
    Customer Related - Customer Stopped Responding
    Customer Related - Called back for a different intent
    Customer Related - Wanted to discuss my question/issue with a different agent
    Customer Related - Undecided customer
    Customer Related - Failed to pass security verification
    Customer Related - Did not have enough funds to complete booking
    Customer Related - Concern for a different booking
    Customer Related - Followed up for a request within SLA
    Customer Related - Did not have enough funds to complete booking
    Process, Vendor, Supplier Related - Followed up for a request outside SLA
    Process, Vendor, Supplier Related - Agent Help advised customer to call back
    Process, Vendor, Supplier Related - No action taken from endorsed case to offline team
    Process, Vendor, Supplier Related - Was instructed to contact customer service again
    Process, Vendor, Supplier Related - Did not receive refund
    Process, Vendor, Supplier Related - Sudden ASC on Itinerary
    Process, Vendor, Supplier Related - No assistance from Vendor / Referred back to Expedia
    Process, Vendor, Supplier Related - No Clear Instruction in Agent Help
    Tech, Tools Related - Ghost chat
    Tech, Tools Related - Tech, Tools Related - Poor phone connection
    Tech, Tools Related - Dropped Calls
    Tech, Tools Related - System Outage
    Tech, Tools Related - Email Confirmation Not Delivered
    Tech, Tools Related - Translation Latency
    Others


  1. If Agent Related Perform Incorrect Process - Failure points*
    Exchange Script not used
    Call referred to vendor / other department
    Informed incorrect Refund Timelines
    Informed incorrect Ticket Validity / Remaining Value
    Failed to retain the price of the ticket
    Failed to cancel all segments of the flight
    Failed to advise correct TAT for other team's resolution
    Did not process refund in Voyager (Merchant)
    Failed to cancel and rebook for voidable ticket
    Collecting fare difference in V-Classic (SVA)
    Unnecessary SR- Creation
    Failed to create SR
    Disconnected Call - Failed to follow process
    Escalation Handling
    Explanation of the next step, process, resolution
    Exchange Error - Wrong Pricing, Dates etc.
    NA


  1. If Agent Related Incorrect Information Provided - Failure points *
    Provided incorrect number of valid credits
    Redirecting to AL instead of referring to Expedia Bargain Fare
    Incorrect Refund Timing
    Failure to check BEF Exemption
    Incorrect disclosure of SVA credit
    Invalid refferal to AL for flight availabilty
    Failed to inform FTC terms & conditions
    Provided incorrect flight inventory
    Incorrect Cancellation Fee
    Wrong Add collect advise
    Wrong policy interpretation
    Failed to check correct ticket status
    Brand website to Cancel / Change / Redeem FTC/ Name Correction
    MCO Terms and Conditions
    NA


  1. If Agent Related Perform Incomplete Process - Failure points *
    Failed to place PNR on queue after exchange
    Void Error - Failed to process void in GDS
    Failed to redeem credit for a COWF
    Failed to contact vendor
    Failed to put refund on queue
    Did not confirm email address
    NA


  1. If Agent Related Incomplete Information Provided - Failure points
    Combined One Way Fare (COWF) disclosure
    Insurance disclosure
    Proper Disclosure for Code Share Flights
    Incomplete FTC terms & conditions
    Airlines website for Check in, Baggage, Seats, SSR
    MCO Terms and Conditions
    Failed to do Full Recap
    Failed to advise correct TAT for email confirmation
    Failed to provide confirmation code/contact information/necessary information such as ticket numbers when referring to airline
    Failed to provide available information on Agent Help
    NA


  1. If selected Others. what caused the repeat? - Free form*


  1. If selected Others. specify the wrong process - Free form
    *


  1. What could have been done to avoid a repeat (Agent Related)
    *


  1. Other improvement opportunities to prevent repeat (Process, Policy, Tools Recommendations)
    *


  1. Was SR Created?
    *
    VNA/Waiver SR
    Air SR
    Callback SR
    Refund SR
    Missed SR Creation
    NA


  1. If Process Opportunity - Follow ups Outside SLA
    *
    Refund timeline not met
    Refund processed in ARC
    Pending Charges not reversed
    Unable to specific refund status
    NA


  1. If Did not provide SSO Failure Point (Agent Related)
    *
    Airlines website for Check in, Baggage, Seats, SSR
    Brand website to Cancel / Change / Redeem FTC
    NA


  1. Was there an Outbound call made?*
    Yes
    No


  1. What did the agent call?
    *
    Airline
    CAT
    Customer
    T3
    NA


  1. Did agent paraphrase traveler's concern?*
    Yes
    No


  1. Did agent asked targeted questions based on the [previous conversation] VA Inputs?*
    Yes
    No


  1. Did agent promote the SSO option incase traveler is indecisive*
    Yes
    No


  1. Did agent check the any other upcoming booking of same traveler on the account and documented in the Booking?*
    Yes
    No


  1. Did agent discuss to the traveler about the other upcoming booking on the account to the passenger? (if applicable)
    Yes
    No


  1. Did agent use the closing spiel properly addressing all the concern of Travelers ?*
    Yes
    No


  1. Did the agent resolve the traveler's concern?*
    Yes
    No





Ana Marie Sanchez