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Outsource WEB manual for agents
Operator news
News
Weekly meetings
Manual for agents
Pre Travel
Customer Service standards at BGC
Say and Do NOT say
Additional products of BGC
Full Coverage
Roadside Assistance
Last Minute Cancellation
Conversation checklist
Car classification codes and car examples
Reservation with problems scripts
Problems with payment
Payeezy
Prepaid companies fees
The use of snow chains and winter tyres
Military Phonetic Alphabet
Abbreviations
Credit Wallet info
Employees names (nicknames)
Reasons and solutions for unsuccessful withdrawals
Operator Handbook
BCRM
Affirm / Klarna
What You need to know/ have before rent a car
Post Travel
Introduction Post Travel
Suggestions for working on a case:
Claims Reasons and Desirable Documents
Information Requests: Charges Explanations, Suppliers Documents Review
Understanding method of Payment (Type of Contract)
Understanding the Non-Show Button:
Case
Refunds regulations
Abbreviations used in RA
Working schedule
Affiliates
Scripts
Pre Travel
CANCELLATION BLOCK
Cancellation / Modification
How to cancel a booking
Cannot cancel online
Can I restore?
How to change a booking?
Refund info
How to cancel with a full refund
LMC no refund to CC
Refund of Prepayment
Flight canceled / delay
I want refund
Cancellation policy
General cancellation
Can I cancel past?
Withdrawal
From CW to CC
Support / ASAP
Mislead by operator
RC doesn't have a car
Double booking
Technical issues
Error when cancelling
Didn't get cancellation @
New line customers convo checklist
Current line customers convo checklist
When customer asks for supervisor
Post Travel
Frequently used scripts
Pre rental
At desk
After pick up time
Call Gear info
How to use CG
Call Gear communication
BGC info
DiVi
Organisational structure
Working space
Regulations
EXTRA sales
FC upsell
RA
LMC
Cancellation
Credit Wallet
Compensation voucher
Amendments
KPI / standards
PRE travel
Current line
Sales
POST travel
Training of new employees - current line operators
Visual info
Booking Group info
Customer Service Standarts
Organisational structure
Credit Wallet
Withdrawal issues
Conversation checklist
Penalty (fee) companies
Affirm / Klarna
Additional options from BGC
Cancellation Instructions via email&phone
Alamo/Enterprise/National
No-Show
Winter tires information
Carnect contact information
Contact carnect
Support/FC timeframe
Call Gear Issues
Abbreviations
Outsource WEB manual for agents
Current line
2025
CSAT = 4.2
from Q2 92% accepted inboud calls and from Q3 95% accepted inbound calls
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