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Long Call Scrubbing - With call segmentation & FWR check
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A red asterisk (*) indicates required questions.
QA Name (Last Name First Name)
*
SSO (wmn)
*
Call Date (MM/DD/YYYY)
*
Agent Name (Per console - First Name Last Name)
*
UID (without "U")
*
Conversation ID
*
ITIN
*
Agent Group
*
ASC
Non ASC
Travel Stage
Imminent
Non-Imminent
*
Total Call duration (AHT) Based on console
*
Total Hold Duration (secs) based on console
*
Call Intent (L2)
Change - ASC
Change - Voluntary
Change - IRROPS
Cancel - ASC
Cancel - Voluntary
FTC Redemption
MCO Redemption
Others
*
Remarks for Call Intent (Free flow. Make it short and simple)
*
Was there an outbound call made?
*
Yes
No
Recipient (e.g. Delta, American Airlines, Hotel Name, Internal Team - Expedia CA, Internal Team - Tier 3)
*
Was the the outbound call valid?
*
Yes
No
Remarks - whether Valid or Invalid (Make it short and simple)
*
If invalid, waste identified in seconds
*
Remarks (waste identified)
*
Travel Stage
*
Pre Travel
In Travel
Post Travel
Total wait time of AOB (in seconds)
*
No. of Outbound attempts
1
2
2 or more
*
Brief Description of call
*
Was the issue resolved?
*
Yes
No
Long Call Driver L1
Agent
Process
Customer
Technology
*
Long Call Driver L2
Agent – Process Knowledge
Agent – Communication Skills
Agent – Comprehension
Agent – Navigation
Process/Supplier – Complex scenario
Process/Supplier – Requiring escalation to Supervisor
Process/Supplier – Calling the vendor/Warm transfer to proper skilling
Tool/Tech – Refreshing Tools
Tool/Tech – Process Error
Customer – Request/Preference
*
Long Call Driver L3
Agent Communication: Incorrect/Incomplete Resolution (e.g. Incomplete disclosure of policy)
Agent Communication: Agent's response appear rude
Agent Communication: Agent's use of language is poor (broken english, thought process disorganized, etc.)
Agent Communication: Unable to explain thoroughly or clearly to customer
Agent Communication: No empathy or urgency
Agent Comprehension: Provided incorrect information
Agent Comprehension: Insufficient information/resolution
Agent Comprehension: Unnecessary steps taken due to failure to understand customer's concern
Agent Comprehension: Prolonged steps taken due to failure to conduct alternative processes
Agent Comprehension: Unnecessary steps taken due to failure to follow process
Agent Process Knowledge: (Log process/policy name)
Agent – Navigation: (Log and specify tool, etc.)
Process/Supplier – Complex scenario: (Log process/policy name)
Process/Supplier – Outbound Call needed: (Log Recipient/Process)
Tool/Tech – Refreshing Tools: (Log tool name/process/policy name and/or issue observed)
Tool/Tech – Process Error: (Log process/policy name and/or issue observed)
Customer – Request/Preference: Checking for availabilities and lowest fare
Customer – Request/Preference: Multiple Concerns
*
Long call driver remarks
*
Missed AH Article (if any)
*
CALL SEGMENTATION
Opening (In seconds)
*
Discovery (In seconds)
*
Tailored Solution (In seconds)
*
Process (In seconds)
*
Disclosure (In seconds)
*
Closing (In seconds)
*
AHT Opportunity (What did the agent missed?)
*
FWR COMPLIANCE
Did agent use FWR to pull up fare rules? (Based on documentation)
*
Yes
No
NA
If NO, why did the agent did not comply with FWR?
Fare Rules '"Inaccurate" Banner
Missing Penalty
Missing Ticket Validity
Missing Taxes
Other critical details missing
No details were populated
Remarks: (Brief description on FWR usage)
*
Ana Marie Sanchez
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