NPS Compliance (Chat) - Car

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. If No, Please put specific remarks


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


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


  1. If No, Please put specific remarks.


  1. Handled Time


  1. Opening (from Hang tight to end of closing spiel): In seconds
    *


  1. Security verification: In seconds
    *


  1. Discovery: In seconds*


  1. Research: In seconds
    *


  1. Resolution: In seconds*


  1. Performing an outbound call (from the time agent ask to do an outbound call): In seconds
    *


  1. Closing: In seconds*


  1. Remarks: If handled time is long on which specific chat flow.*





Ana Marie Sanchez