NPS Compliance (Chat)

Chat - NPS Calibration
Name: 


A red asterisk (*) indicates required questions.

  1. Participant Name*


  1. UID (Agent)*


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


  1. Conversation ID*


  1. Did the agent utilize a Warm and Welcoming Approach?

    *
    Yes
    No
    NA


  1. Did the agent acknowledges Needs, Validates Reason for Conversation, Shows Empathy?
    *
    Yes
    No
    NA


  1. Did the agent maintains a Polished and Professional Approach ?
    *
    Yes
    No
    NA


  1. Did Agent used canned response?*
    Yes
    No
    NA


  1. Did the agent demonstrates Active Listening / Comprehension?
    *
    Yes
    No
    NA


  1. Did the agent assesses the situation and offers appropriate solutions in a positive manner?
    *
    Yes
    No
    NA


  1. Did the agent communicates clearly and concisely, sets traveler expectations ?
    *
    Yes
    No
    NA


  1. Did the agent demonstrates Knowledge and Educates Traveler?
    *
    Yes
    No
    NA


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


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


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





Ana Marie Sanchez