Lodging Chat Internal Calibration
Name: 


A red asterisk (*) indicates required questions.

  1. Evaluator Name (Format: John Smith)*


  1. Agent SSO (Format: wmnjsmith)*


  1. Chat Date (Format: DD/MM/YYYY)*


  1. VA Intent*


  1. Product*


  1. Chat ID*


  1. Utilizes a Warm and Welcome Approach

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Acknowledges Needs, Validates Reason for Conversation, Shows Empathy

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Maintains a Polished and Professional Approach

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Demonstrates Active Listening / Comprehension

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Is Consultative: Assesses the Situation and Offers Appropriate Solutions In a Positive Manner

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Communicates Clearly and Concisely, Sets Traveler Expectations

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Demonstrates Knowledge and Educates Traveler

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Follows Logical Interaction/Workflow Requirements

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Processes Transaction Accurately

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Provides Accurate and Complete Information Throughout the Interaction

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Demonstrates Knowledge and Proficiency of Expedia Systems and Brand Tool

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Follows Through on Set Expectations

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. First Contact Resolution Effectiveness

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Communicates All Relevant disclosures, fare rules, and Fees

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. Followed security verification protocol

    Rating Guide:
    Yes = Most, Full, N/A
    No = Some, None*
    Yes
    No


  1. AHT (Format: 450)*


  1. How will you rate the Agent?

    Rating Guide:

    Promoter = 10,9
    Passive = 8,7
    Detractor = 6,5,4,3,2,1,0*
    Promoter
    Passive
    Detractor


  1. Is there a follow up on this conversation?*
    Yes
    No


  1. Remarks (Summary, Strength, Opportunity)*





Ana Marie Sanchez