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Agent Related - Hold time too long so I hung up |
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Agent Related - Initiated disconnection |
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Agent Related - Issue was not resolved during the first contact |
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Agent Related - Alternative options not provided |
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Agent Related - Did not provide SSO |
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Agent Related - Callback commitment not executed |
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Agent Related - Lack of Research |
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Agent Related - Lack of Probing Questions |
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Agent Related - Lack of Rebuttal Statements |
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Agent Related - Lack of Confidence |
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Agent Related - Did not uncover emotional needs |
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Agent Related - Active Listening |
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Agent Related - Failed to Understand the Customer's Needs |
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Agent Related - Performed Incomplete process - Failed to place PNR on queue after exchange |
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Agent Related - Performed Incomplete process - Void Error - failed to process void in GDS |
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Agent Related - Performed Incomplete process - Failed to redeem credit for a COWF |
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Agent Related - Performed Incomplete process - Failed to contact vendor |
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Agent Related - Performed Incomplete process - Failed to put refund on queue |
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Agent Related - Performed Incomplete process - Did not confirm email address |
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Agent Related - Performed Incorrect process - Use of Beat follow Up for complaints |
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Agent Related - Performed Incorrect process - Exchange Error - Wrong Pricing Command |
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Agent Related - Performed Incorrect process - Collecting fare difference in V-Classic (SVA) |
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Agent Related - Performed Incorrect process - Failed to process flight exchange |
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Agent Related - Performed Incorrect process - Failed to cancel and rebook for voidable ticket |
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Agent Related - Performed Incorrect process - Failed to cancel all parts of the reservation |
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Agent Related - Performed Incorrect process - Unnecessary SR- Creation |
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Agent Related - Performed Incorrect process - Exchange Error - Wrong Pricing, Dates etc. |
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Agent Related - Performed Incorrect process - Failed to create SR |
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Agent Related - Performed Incorrect process - Disconnected Call - Failed to follow process |
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Agent Related - Performed Incorrect process - Escalation Handling |
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Agent Related - Performed Incorrect process - Explanation of the next step, process, resolution |
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Agent Related - Performed Incorrect process - Invalid Transfer - Cold transfer back to queue |
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Agent Related - Incomplete Information provided - Combined One Way Fare (COWF) disclosure |
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Agent Related - Incomplete Information provided - Insurance disclosure |
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Agent Related - Incomplete Information provided - Proper Disclosure for Code Share Flights |
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Agent Related - Incomplete Information provided - Incomplete FTC terms & conditions |
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Agent Related - Incomplete Information provided - Airlines website for Check in, Baggage, Seats, SSR |
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Agent Related - Incomplete Information provided - MCO Terms and Conditions |
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Agent Related - Incomplete Information provided - Failed to do Full Recap |
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Agent Related - Incomplete Information provided - Failed to advise correct TAT for email confirmation |
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Agent Related - Incomplete Information provided - Failed to provide confirmation code/contact information/necessary information such as ticket numbers when referring to airline |
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Agent Related - Incomplete Information provided - Failed to provide available information on Agent Help |
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Agent Related - Incorrect information provided- Provided incorrect number of valid credits |
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Agent Related - Incorrect information provided- Redirecting to AL instead of referring to Expedia Bargain Fare |
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Agent Related - Incorrect information provided- Incorrect Refund Timing |
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Agent Related - Incorrect information provided- Failure to check BEF Exemption |
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Agent Related - Incorrect information provided- Incorrect disclosure of SVA credit |
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Agent Related - Incorrect information provided- Invalid referral to AL for flight availability |
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Agent Related - Incorrect information provided- Failed to inform FTC terms & conditions |
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Agent Related - Incorrect information provided- Provided incorrect flight inventory |
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Agent Related - Incorrect information provided- Incorrect Cancellation Fee |
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Agent Related - Incorrect information provided- Wrong Add collect advise |
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Agent Related - Incorrect information provided- Wrong policy interpretation |
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Agent Related - Incorrect information provided- Failed to check correct ticket status |
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Agent Related - Incorrect information provided- Brand website to Cancel / Change / Redeem FTC/ Name Correction |
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Agent Related - Incorrect information provided- MCO Terms and Conditions |
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Agent Related - Incorrect information provided- Airlines website for Check in, Baggage, Seats, SSR |
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Agent Related - Incorrect information provided- Failed to process flight exchange |
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Customer Related - Had a followup question or needed to ask additional questions |
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Customer Related - Needed to confirm information with traveling party/others prior to making changes |
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Customer Related - Needed to make a change/cancel my reservation |
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Customer Related - Wanted to discuss my question/issue with a different agent |
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Customer Related - Undecided customer |
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Customer Related - Failed to pass security verification |
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Customer Related - Did not have enough funds to complete booking |
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Customer Related - Concern for a different booking |
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Customer Related - Followed up for a request within SLA |
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Process, Vendor, Supplier Related - Followed up for a request outside SLA |
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Process, Vendor, Supplier Related - AH advised customer to call back |
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Process, Vendor, Supplier Related - No action taken from endorsed case to offline team |
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Process, Vendor, Supplier Related - Was instructed to contact customer service again |
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Process, Vendor, Supplier Related - Did not receive refund |
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Tech, Tools Related - Ghost call |
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Tech, Tools Related - Poor phone connection |
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Tech, Tools Related - Dropped Calls |
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Tech, Tools Related - System Outage |
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Tech, Tools Related - Email Confirmation Not Delivered |
