Call Information

Transaction ID:
Customer Name:
Call Date:
Call Time:
AHT in seconds:
Primary Call Reason:
Secondary Call Reason:
NPS Survey Questions
Which of the following statements best describes the outcome of the call?
Q1. First Call Resolution: Were we able to resolve your inquiry on the first contact?
Q2. Issue Resolution: From a scale of 1-10 with 10 being the highest, how easy was it to get your inquiry resolved?
Q3. Specialist Courtesy: From a scale of 1-10 with 10 being the highest, how courteous was the specialist who assisted you?
Q4: Specialist Helpfulness: From a scale of 1-10 with 10 being the highest, how helpful was the specialist who assisted you?
Q5: Specialist Knowledge: From a scale of 1-10 with 10 being the highest, how knowledgeable was the specialist who assiste
Q6: Specialist Concern For Your Needs: From a scale of 1-10 with 10 being the highest, how did the specialist handle your co
Q7: Specialist Overall Satisfaction: From a scale of 1-10 with 10 being the highest, how would you rate your overall experien
who handled your call?
Q8: NPS or Recommend Chase Travel: From a scale of 1-10 with 10 being the highest, considering your experience with us s
you to recommend Chase Travel to a friend or colleague?
QA Comments
If you were the specialist, what would you do to improve the customer's experience on this call?
QA Comments
Customer Demand (e.g. I want to cancel)
Outcome
Constraints
Constraints Why?
Format
Free Text
Free Text
Free Text
Free Text
Free Text
Drop down
Drop down
Format
Drop down
Yes, No
Scale 1-10
Scale 1-10
Scale 1-10
Scale 1-10
Scale 1-10
Scale 1-10

Scale 1-10 9-10 - Promoter

7-8 - Passive
Format
1-6 - Detractors
Free Text
Format
Drop down
Drop down
Drop down
Drop down
Primary Call Reason Secondary Call Reason
Booking Activity
Help Desk Car
Itinerary Question Cruise
Program Information Flight
Exchange Hotel
Modification Inquiry Insurance
Itinerary Request Package/Tour
Post Void Cancellation Car + Flight
Account Documentation Car + Hotel
General Inquiry Flight + Hotel
Other Hotel + Car
Card Services
Desired Itinerary Not
Available
Void Cancellation
Seat Assignment
Caller Disconnect
Booking Cost Too High
Inquiry
ScheduleonChange
Air Exchange
-
General
Full Refund
Schedule Change -
Comparing Travel
Alternate Flight Requested
Providers
Verify Booking
Tool Walkthrough
System Unavailable
Partial
ConsultRefund
with Other
Travelers
Schedule Change - Refund
Received an Error
Travel/Destination
Information
Itinerary Not Found
Schedule Change
CancelCopy
Special Services Request
Add Loyalty Number
Failed Authentication
Exchange Desk
Manager
Concierge
Unauthorized User
Cruise and Tour
Secure Flight
Multiple Account Lookup
Form of Payment Issue
Promo
Suppliercode
Credit-Future
Irregular Vendor
Travel
Operation
OFAC
Full Charge
Supplier Refund-Issued
Later
Supplier(e.g. Airline)
Customer Demand (e.g. I want to cancel) Outcome
I want to book a flight. Fulfileld
I want to change my flight. Unfulfilled
I want to cancel my flight. Transferred
I want to ask a question about my reservation Pushed back
I want to cancel my hotel booking. Endorsed
I want to know how much is the flight/hotel/car booking is.
I want to book a hotel.
I want to change my hotel booking
I want to book a car.
I want to get a refund.
I want to change my car booking
I want to cancel my car booking.
I want to request a seat for my flight.
I want to check the booking details.
I want to check the booking status.
I want to check the prices and availabilities.
I want to utilize a travel credit/s.
I want to use my points booking a flight/car/hotel.
I want to file a Price Match Guarantee Claim.
I want to complain
I want to change/correct the traveler's name.
II want
want a
topackage
know why booking.
I didn't received any points on my previous
flight.
I want to know my points on my card.
I want to add a lap infant
I want to know the baggage policy of this airline.
I want to know why I can't book on your website.
I want to receive an email confirmation.
I want to add a special service request.
I want to add an infant with seat.
I want to change the form of payment.
I want to request a wheelchair.
I want to speak to your supervisor.
I want to change an account information.
Others (please specify)
Constraints Constraints Why?
People- Behavior- Agent did not fully resolve the
People People- Behavior- No willingness to help/lacked
Process issue
People-
empathyBehavior- Condescending/ Rude/
Policy
System Disrespectful/
People- Interrupting Customer
People- Behavior-
Behavior- Excessive Holdgive
Agent did not and/or Dead
recap/ Air
obtain
Product
Customer Driven customer's agreement
People- Knowledge- Updates, Procedures, etc.
People- Knowledge- Incorrect information given
People- Knowledge- Incomplete information given
People-
People- Communication
Communication Skills-
Skills- Lacks
Lacks probing skills
reassurance
skills
People-
People- Communication
Communication Skills-
Skills- Language Barrier
Failed to use
People- Communication Skills- Pronunciation/
positive scripting/ improper word choice
People- Communication Skills- Fluency/ Ease of
Pacing
People- Communication Skills- Comprehension/
understanding
People- Communication
Understanding Skills-issue
on customer's Lacks Focus/ Lacks
Process- cxLoyalty
active listening Related Process- Dissatisfied
skills
Process- cxLoyalty Related Process- Dissatisfied
with the TAT
Process- cxLoyalty Related
with the Verification Process- Extenuating
Procedure
Process- cxLoyalty Related Process- Agent
Circumstances
Process- cxLoyalty Related Process- Vendor
Limitation
Process-
OutboundOther
Call Department Dependency- Outside
Process- OthertoDepartment
Scope_Needs Dependency- Outside
transfer to CMS
Process- OthertoDepartment
Scope_Needs Dependency- Outside
transfer to Expedia
Process- OthertoDepartment
Scope_Needs Dependency- Outside
transfer to Benefits
Process- OthertoDepartment
Scope_Needs Dependency- Outside
transfer to LHRC
Process- OthertoDepartment
Scope_Needs Dependency- Outside
transfer to Cruise
Product- Website
Scope_Needs Related-toDissatisfied
to transfer with Self
United Mileage
Service
Product- Flight- No Available Flight
Product- Flight- Dissatisfied with the Flight Pricing
Product- Hotel- No Available Hotel
Product- Hotel- Dissatisfied with the Hotel Pricing
Product- Car- No Available Car
Product- Car- Dissatisfied with the Car Pricing
Product-
Product- Activity-
Activity- No Availablewith
Dissatisfied Activity
the Activity
Pricing
System- cxLoyalty Tool Error- WSPN Error
System- cxLoyalty Tool Error- WSPN Lock Out
System- cxLoyalty Tool Error- ORXe Error
System-
System- cxLoyalty
IVR- Toolwith
Unhappy Error- MAUI
IVR Error
(menu issues, too
System- IVR- Unhappy
many options, etc.) with SLA (wait time on the
queue,
System-etc.)
IVR- Misrouted Call
System- IVR- Disconnected whilst waiting on IVR
System- Latency/ Downtime-
System- Latency/ Downtime- Tools
Knownnot responding
tool downtime
Policy- Flight
across all Fare Rule Interpretation- Dissastified
sites
Policy-
with theHotel
policyRule Interpretation- Dissastified with
Policy- Car Rental Rule Interpretation- Dissastified
the policy
Policy-
with theActivity
policy Rule Interpretation- Dissastified
with the
Customer- policy
Undecided
Customer- Will check with family
members/companion
Customer- Opted to call back
Customer- Disconnected Call
Customer- Escalation Call
 Survey Question Rating
Q1. First Call Resolution: Were we able to resolve your inquiry
on the first contact?
Yes
No
Q2. Issue Resolution: From a scale of 1-10 with 10 being the highest,
how easy was it to get your inquiry resolved?
Promoter (9-10)

Passive (7-8)

Detractor (1-6)

Q3. Specialist Courtesy: From a scale of 1-10 with 10 being the

highest, how courteous was the specialist who assisted you?
Promoter (9-10)
Passive (7-8)
Detractor (1-6)
Q4: Specialist Helpfulness: From a scale of 1-10 with 10 being the
highest, how helpful was the specialist who assisted you?
Promoter (9-10)
Passive (7-8)
Detractor (1-6)
Q5: Specialist Knowledge: From a scale of 1-10 with 10 being the
highest, how knowledgeable was the specialist who assisted you?
Promoter (9-10)
Passive (7-8)

Detractor (1-6)

Q6: Specialist Concern For Your Needs: From a scale of 1-10 with 10
being the highest, how did the specialist handle your concern?
Promoter (9-10)
Passive (7-8)
Detractor (1-6)
Q7: Specialist Overall Satisfaction: From a scale of 1-10 with 10 being
the highest, how would you rate your overall experience with the
specialist who handled your call?
Promoter (9-10)
Passive (7-8)
Detractor (1-6)
Q8: NPS or Recommend Chase Travel: From a scale of 1-10 with 10
being the highest, considering your experience with us so far, how
likely are you to recommend Chase Travel to a friend or colleague?
Promoter (9-10)
Passive (7-8)
 Detractor (1-6)

If you were the specialist, what would you do to improve

the customer's experience on this call?
 Guideline

All customer's issue is resolved

No/some issue resolved

Issue was resolved completely and efficiently

Issue resolved but took longer 30-45 mins
Main concern is resolved but secondary concern/s are not resolved
Multiple call back or had to speak to multiple agents for the same concern
Took more than 45 mins to resolve issue
Multiple/long period of hold of more than 10 mins
Customer had to ask multiple times to get asnwers from the agent or agent not understanding the custome
Language barrier/communication issues (ex. customers having a hard time understanding the agent);
Changed/Cancelled of reservation without notice
Issue not resolved either due to Policy/Process/People/System

Agent was very polite and friendly

Main concern is resolved but secondary concern/s are not resolved
Agent sounding rude, sarcastic or unprofessional

Agent was very polite, friendly and helpful (Agent focused in resolving customer's concern)
Main concern is resolved but secondary concern/s are not resolved
Agent sounding rude, sarcastic or unprofessional

Agent was very knowledgeable

Main concern is resolved but secondary concern/s are not resolved
Agent doesn’t sound knowledgeable
Agent doesn't seem to know what to do or could not explain what happened
Agent didn't understand what the customer wanted

Agent shows concern and patient

Main concern is resolved but secondary concern/s are not resolved
Agent not listening and is dismissive
Agent not empathetic, indifferent or insincere

Overall rating from Q3-Q6

Issue was resolved completely and efficiently

Issue resolved but took longer 30-45 mins
Main concern is resolved but secondary concern/s are not resolved
Issue unresolved / +++
Multiple call back or had to speak to multiple agents for the same concern
Took more than 45 mins or Multiple/long period of hold of more than 10 mins
Agent not helpful (Agent focused in resolving customer's concern)
Agent was rude or unprofessional

- Customer sounded dissappointed

Please provide reason and/or how the agent could've improved the experience or make the call as Promoter
Passive or Detractor.
Top Call Drivers