Want to make creations as awesome as this one?

Transcript

QA Huddle GS & Atlas

Areas of opportunity

January 2024

I will

I wish

Into

Turn

93.75%

88.75%

85.00%

87.65%

87.41%

87.41%

84.58%

85.69%

January 2024

QA Average

  • We did not create a case nor leave documentation on the reservation. Remember to always create a case on all reservation customers have inquiries, to leave proper documentation and close it or escalate the case as needed.
  • Remember not to over-verify customers. Always follow the Contact Verification Simplified when assisting them.

QA Tip:

January 2024

Area of Opportunity #1

Privacy

  • Remember to follow the script appropriately, in order to provide the correct resolution.
  • Remember to check the previous notes before offering assistance.
  • Follow the instructions provided on the Call Handling Support Document.

QA Tip:

January 2024

Area of Opportunity #2

Tool Usage

  • Remember that we must avoid copying and pasting any type of information that is already on our system. CARES, GDS, Partners policy.
  • Remember to always leave clear documentation with correct grammar, spelling and sentence construction.

QA Tip:

January 2024

Area of Opportunity #3

CARES Notes/Documentation

  • Remember to acknowledge the customer's situation and engage with measured empathy when necessary.
  • Always pay attention to customers during the whole interaction and keep the customer at the center of all our decisions.

QA Tip:

January 2024

Area of Opportunity for ATLAS-C3

Customer Centric - Agent

Auto-Fails

  • Provided incorrect information about charges and refunds

Customer Risk

  • CSR did not obtain customers name
  • Disconnected call
  • Excessive use of hold

Privacy & Data

Work Avoidance

Questions?