Sections Attributes

Section 1: 1.1 - Call Greeting

Greeting & 1.2 - Expressed Willingness to help
Closing 1.3 - Call Conclusion
2.1 - Effective probing/Understood the need
Section 2: 2.2 - Effectively handled objections/Offered alternates/ Call back
Call in case call got disconnected
Presentatio 2.3 - Asked for Sale
n 2.4 - Agent Created urgency
2.5 - Hold & Pay
3.1 - Communicate clearly with appropriate tone and rate of
speech
Section 3:
3.2 - Agent used active listening skills
Customer
3.3 - Agent established rapport/ empathy
Interaction
3.4 - Agent was professional and courteous
(Voice &
3.5 - Grammatical errors on call
Delivery)
3.6 - HMT Protocol/Dead Air
3.7 - Paraphrasing & Acknowledgement
4.1 - Phonetically confirmed / Recapped passenger details
4.2 - Agent utilized appropriate resources/systems
4.3 - Agent gave additional information/ Good to know
information where required
4.4 - Agent accurately documented in applicable systems
Section 4:
4.5 - Followed correct verification procedure
Call
4.6 - Agent Followed Compliance
Managemen
4.7 - Agent advised policies, terms and conditions, taxes and
t
fees
4.8 - Agent gave accurate information / Correct System Activity /
Moving to different queue
4.9 - Agent was extremely rude, argumentative, did not let the
customer speak at all & etc.