| Standardization 15% |
| 1 |
OpeningWeight 4 Has the CCE Adhered to Opening Verbiage with greetings, branding, introduced self, and offered assistance |
|
| 2 |
Assurance Weight 3 Has the CCE assured the caller of assistance |
|
| 3 |
Further assistance Weight 4 Has the CCE offered Further assistance |
|
| 4 |
Closing Weight 4 Has the CCE Adhered to closing verbiages with offering further assistance and brandin |
|
| Process Mandate 40% |
| 5 |
CRM Documentation Weight 5 Checked the entry in CRM/noted the query in CRM |
|
| 6 |
Follow up Weight 5 Made follow-up call to customer |
|
| 7 |
Process knowledge Weight 5 Given the appropriate information/ correct options/ alternate options as requested by the caller |
|
| 8 |
DPA Weight 5 Has the CCE Verified the caller as per prescribed DPA policy (Name, Phone number and Email Address) |
|
| 9 |
Data Capturing/NRM Weight 5 Captured all required details (Name phoenitcally) and Made the reservation ( with SAVE key and other mandatory elements) |
|
| 10 |
Recap Weight 5 Recapped the itinerary, fare rules and terms and conditions to customer |
|
| 11 |
Sales attempt Weight 5 Attempted to sell |
|
| 12 |
Call Documentation Weight 5 Consultant Document the call in CRM or Not |
|
| Customer Service 30% |
| 13 |
Objection handling/ Call Weight 10 Was able to identify the objection and Successful Objection Handling |
|
| 14 |
Effective Probing Weight 10 Was able to do effective probing to understand the caller |
|
| 15 |
Displayed professionalism Weight 10 Being rude & unprofessional , profanity, sarcasm etc |
|
| Soft skill 15% |
| 16 |
Communication Skills Weight 3 V&A / Voice and clarity, Smile in the Voice, Telephone Etiquette. Clear speech patterns & proper grammar. Jargons |
|
| 17 |
Tone & Warmth/Listening skills Weight 3 Listening skills, Reassurance eg:- positive denials & Phrases/Report Building. Non-repetitions of information |
|
| 18 |
Hold Procedure Weight 3 Has the CCE Adhered to prescribed hold policy (Permission of hold with reason and hold duration must not be more than 3 minutes ) |
|
| 19 |
Dead air Weight 3 Keep customer informed about the action or dead air |
|
| 20 |
Interuptions Weight 3 Was the agent able to avoid interuptions and allowed callers to complete their statements first |
|
|
|