NPS Calibration Form
Name: 


A red asterisk (*) indicates required questions.

  1. Evaluator (Last Name, First Name)*


  1. Agent's UID (w/o "u")*


  1. Agent Name (MLR Name) *


  1. Call/Conversation ID*


  1. AHT in seconds*


  1. Itinerary*


  1. Call/Chat Date*


  1. VA Intent*
    Cancel
    Exchange / Change
    Billing and Refunds
    Complaints
    Missing Reservation
    Reconfirm
    Create Booking
    Name Change/Correction
    Insurance
    Special Service Request
    Missing Reservation
    Coupon and Promotion
    Rewards Redeem


  1. Brief Description of the Call/Chat*


  1. Detractor Reason - Agent Related*
    Not Agent Related
    Performed Incomplete process_Failed to cancel insurance
    Performed Incomplete process_Failed to cancel hotel
    Performed Incomplete process_Failed to cancel car
    Performed Incomplete process_Failed to cancel other flight (COW)
    Performed Incomplete process_Change/exchange email confirmation
    Performed Incomplete process_Cancel/Refund email confirmation
    Performed Incomplete process_Resending itinerary request
    Performed Incomplete process_Failed to contact vendor for waiver request
    Performed Incomplete process_Failed to create Air VNA
    Incomplete information provided_Incomplete Disclosure
    Incomplete information provided_Ancillaries not included
    Incomplete information provided_Failed to do Full Recap
    Incomplete information provided_Incomplete FTC terms & conditions
    Incomplete information provided_MCO Terms and Conditions
    Incomplete information provided_Failed to provide confirmation or ticket number when customer call the airline
    Incomplete information provided_Failed to advise correct TAT for email confirmation
    Incomplete information provided_Failed to provide available information on Agent Help
    Performed Incorrect process_Wrong date, time or route
    Performed Incorrect process_Exchange wrong passenger
    Performed Incorrect process_Incorrect exchange ticket (COWF)
    Performed Incorrect process_Charge incorrect credit card
    Performed Incorrect process_Failed to redeem MCO or use incorrect MCO number
    Performed Incorrect process_Redeem wrong passanger's FTC
    Performed Incorrect process_Change the wrong flight segment
    Performed Incorrect process_Failed to use GEVR
    Performed Incorrect process_Failed to divide itinerary before modification
    Performed Incorrect process_Failed to send email if unreach customer
    Performed Incorrect process_Failed to Transfer to Tier 3
    Performed Incorrect process_Failed to update customer within 5 mins
    Performed Incorrect process_Failed to go back to the customer until call disconnected
    Performed Incorrect process_Invalid Transfer to airlines
    Performed Incorrect process_Invalid transfer to hotel
    Performed Incorrect process_Invlid transfer to car/activity
    Performed Incorrect process_Invalid Transfer to Tier 3/Name Correction
    Performed Incorrect process_Cold transfer the customer back to queue
    Incorrect information provided_Wrong policy interpretation
    Incorrect information provided_Itinerary information
    Incorrect information provided_Invalid referral to vendor instead of calling them
    Incorrect information provided_Incorrect Refund Timing
    Incorrect information provided_Incorrect disclosure of SVA credit
    Incorrect information provided_Advising the customer to call back after a certain period of time
    Incorrect information provided_Providing false hope to customer about any waiver code
    Alternative Option_Didn't provide other flight availability on differen COS / alternate airport / date or time
    Alternative Option_Didn't not offer possibility of making new booking if change or cancel is not possible
    Alternative Option_Didn't offer SSO
    Alternative Option_didn't offer insurance during or refund request thru airline due to extenuating
    Alternative Option_Didn't follow provided option given in Agent Help
    Alternative Option_Didn't call the airline (if applicable)
    Alternative Option_Didn't check back with customer for further concern
    Handling / Communication Skills_Long hold no update leading to disconnect
    Handling / Communication Skills_Lack of Research in GDS/vNext/Vclassic
    Handling / Communication Skills_Lack of clarification and probing questions to connect with the customer
    Handling / Communication Skills_Unclear Explanation
    Handling / Communication Skills_different understanding on customer's concern
    Handling / Communication Skills_Agent no response through out the call / agent stop responding to customer's query
    Handling / Communication Skills_Agent initiated disconnect
    Handling / Communication Skills_Agent sounded unhelpful, not interested and urgent to end the call


  1. Detractor Reason - Process, Vendor, Supplier Related*
    Not Process, Vendor, Supplier Related
    Internal Transfer_Ticketing Department/CAT
    Internal Transfer_Tier 3
    Internal Transfer_Name correction
    Internal Transfer_Hotwire
    Internal Transfer_Other POS
    Internal Transfer_other language department
    Internal Transfer_Upskill agents
    Refer to vendor_Policy coverage
    Refer to vendor_Status of the claim
    Refer to vendor_Accessorie,special services etc
    Refer to vendor_Unrefunded charges directly by car rental
    Refer to vendor_Special requests (Cribs, extra pillows/mattresses, pull-out beds, etc)
    Refer to vendor_Unrefunded charges directly by hotel
    Refer to vendor_LCC booking
    Refer to vendor_As instructed by AH
    Refer to vendor_Adding infant with a seat
    Refer to vendor_Adding ancillaries (extra bag, seat, extra seat etc)
    Refer to vendor_SSR, UMNR, Pet in cabin etc
    Refer to vendor_Refund, compensation or complaint need to file to airline
    Vendor's Policy_BE Restriction
    Vendor's Policy_Name correction


  1. Detractor Reason - Customer Related*
    Not Customer Related
    Undecided customer_Did not agree with the price difference/change fee
    Undecided customer_Refuse to accept alternate availabililty
    Undecided customer_Needed to confirm information with traveling party/others prior to making changes
    Undecided customer_will think which option to chose, then will callback
    Undecided customer_Customer is just inquiring only bout F&C /travel requirements/etc
    Undecided customer_Customer have sudden things to do, will callback
    Failed to pass security verification_
    Credit card issue_
    Additional/different concern_
    Followed up for a request inside SLA_
    Drop/ end call_Customer stop responding/ no response
    Drop/ end call_Customer hung up
    Drop/ end call_Customer didn't come back when call put on hold
    Customer pushed back by the vendor(airline,hotel,car)_Customer pushed back by the vendor(airline, hotel, car)


  1. Detractor Reason - Tech, Tools Related*
    Not Tech, Tools Related
    Ghost call_Ghost call
    Poor phone connection_Poor phone connection
    Tools issues_System Outage (reported)
    Tools issues_Softphones issues
    Tools issues_Website Error
    Tools issues_Gds errors
    Email Confirmation Not Delivered_Email Confirmation Not Delivered
    Misrouted/Misdialed call_Call 2 not related to Call 1


  1. A1. Did the agent answer the chat in a timely manner? <10 seconds
    NOTE: Check Chat Agent First Response Time on one report file
    -Vnext may not be accurate
    Yes
    No


  1. A2. Did the agent thank the customer and use the appropriate closing message?
    Yes
    No


  1. A3. Did the agent close the chat in a proactive manner?
    Description: Close the chat in a timely manner/Followed proper closing procedure.

    Yes
    No


  1. B1. Did the agent ask appropriate probing and/or clarifying questions?

    Yes
    No


  1. B2. Did the agent pay attention and refrain from asking the same information

    Yes
    No


  1. C1. Did the agent validate the customer's concerns?
    Description: Did mini recap / Paraphrase to confirm understanding
    Yes
    No


  1. C2. Was the agent polite and thoughtful during the conversation
    Description: Acknowledged customer
    Yes
    No


  1. C3. Did the agent show empathy and provide assurance of help?
    Description: Used AER where appropriate
    Yes
    No


  1. D1. Did the agent resolve the customer's concern?
    Description: Agent was able to to resolve customer's concern/ Incase of transferred/endorsed (agents should have exhaust all efforts before transferring)

    Yes
    No


  1. E1. Did the agent use appropriate vocabulary and choice of words?

    Yes
    No


  1. E2. Did the agent use appropriate sentence construction and grammar?

    Yes
    No


  1. E3. Did the agent use correct spelling, capitalization and punctuation marks?

    Yes
    No





Ana Marie Sanchez