Non English Calibration 2023 - (copy)

Please only select one key opportunity on Agent Failure / Non Agent Failure Selection

Tools

Name:

A red asterisk (*) indicates required questions.

Chat ID*

1697c3ae-6349-488d-be4d-41aff5da516c

97a7373c-458f-4a77-ac84-ef8c8a24e6dc

POS

Intent*

If Agent Failure Call_Avoidance*

	Avoided supporting the call by offering a supervisor or leaving hints for supervisor assistance
	Did not perform callback procedures
	Refusal to escalate
	Refusal to take over a call - directed to another Expedia department
	Refusal to take over a call - directed to vendor
	Refusal to take over a call - offering or advising to callback
	Unneccessary hold
	Other ( Please Specify)
	NA

If Agent Related Customer_Care*

	Did not addresses the customer, affiliate, or supplier as is culturally appropriate and/or mandated by policy (e.g. Mr, Mrs, etc.)
	Did not establisher's caller's name
	Did not engage with the customer, supplier or affiliate in a professional manner
	Negative or slanderous comments which would risk bringing an Expedia Inc. brand, affiliate or product into disrepute
	Not attentive or responsive to customer
	Rudeness or inappropriate comments
	Sounded unhelpful or did not use positive language to portray a willingness to work with the customer
	Using offensive language. Pursuing a conversation or making comments regarding race, ethnicity, gender, religion, age, disability, sexual orientation or lifestyle
	Yelling, screaming, rudeness, sarcasm, or consistently interrupting the customer, affiliate, or supplier
	NA

If Agent Related Delivery*

	Did not communicate in a manner that is logically organized, succinct and to the point
	Did not tailor the content of speech to the knowledge and experience of the customer, affiliate, or supplier as appropriate (avoiding industry jargon, slang, etc. where it would be applicable)
	Failed to rephrase or restate an explanation when needed
	Hesitant/tentative language
	Provided an explanation that places blame or that hides behind vendors/Expedia policy
	Other ( Please Specify)
	NA

If Agent Related Efficiency*

	Did not follow hold procedure
	Did not identify opportunities to professionally build rapport, educate, explain trouble-shooting, self-service or next steps without impacting overall accuracy and efficiency in achieving call resolution
	Other ( Please Specify)
	NA

If Agent Related Establishing_Need*

	Asking the customer to repeat or restate previously provided information
	Did not ask targeted, effective questions to understand the stated reason for the call, the customer’s travel product preferences, or other needs identified during the call
	Did not assess the urgency of the customer, supplier or affiliate’s situation (e.g. time constraints, trip stage, market conditions) and tailor approach accordingly
	Did not express empathy or appropriate responses as needed
	Did not take ownership of the overall Expedia experience
	Other ( Please Specify)
	NA

If Agent Related Language*

	Accent perceived as a communication barrier
	Grammar, verb tenses, and choice of words caused readily observed language barriers with the customer
	Speaking inaudibly - did not speak with appropriate pitch, inflection and volume
	Speaking too fast
	Speaking too slow
	Other ( Please Specify)
	NA

If Non Agent Related Technical
*

	Agent Tool Issue - Transfer not working
	Call Disconnect
	VA - Cancelled by Error
	Website Issue - Date switched
	Website Issue - Incorrect cancellation/change policy
	Website Issue - Information not updated
	If Others Please Specify
	NA

If Non Agent Related Customer_Errors
*

	Customer Error - BPG Submitted Incorrectly
	Customer Error - Did Not Review T&C’s
	Customer Error - Duplicate Booking
	Customer Error - Incorrect Booking
	Customer Error - Expired Coupon
	If Others Please Specify
	NA

If Non Agent Related Supplier*

	Approver not available
	Denied for receipt
	Double charge (Prepaid reservation)
	Incomplete refund
	Missing amenity
	Net rate reveal
	Pending refund
	Property charged deposit
	Property charged full instead of deposit
	Property closed
	Property could not charge EVC
	Property could not find the reservation
	Property denied waiver (Complaint)
	Property denied waiver (ECR)
	Property not contactable
	Property was oversold
	Pushed back for refund (Pay Later Reservation)
	If other please specify
	NA

If Non Agent Related Process
*

	3PI booking reconfirmation - Booked within 72 hours
	3PI inside penalty reservation - Cannot call property
	BPG link not working
	Cannot call property - Outside business hours
	Change form of payment
	COVID coupon - No refund allowed
	COVID coupon - Unable to change NR reservation
	Did not receive password reset link
	Do Not Contact Property
	Email confirmation not received
	Insurance - Redirect to vendor
	IVR - Long wait time
	No availability for date change
	No coupon received
	Promo code not working
	Reduce Night - Unable to honor original price
	Refund timeframe (Customer expecting immediate refund)
	Reward Night - Unable to redeem on existing reservation
	Service Request - 10 business days SLA
	Tool Outages – Downscript
	Transaction Processing flagged account
	Unable to reduce night - No availability/error
	Unable to refund - Property denied refund
	Unable to re-isssue GW coupon - NR reservation
	Unable to send confirmation to different email address
	Voyager error processing change/cancellation - Outside penalty reservation
	Voyager shows penalty - Outside penalty reservation
	VRBO - Transfer to different Team
	Website not showing modified reservation
	Website self service not working - Booking/Change/Cancel
	If Other please Specify
	NA