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If the Guest does not receive a solution for some omitted or incorrect information, we have a critical error.
If the Guest does not receive a solution for some omitted or incorrect information, we have a critical error.
What errors should you avoid in your Voice Calls?
What errors should you avoid in your Voice Calls?
1.-Agent hangs up on the guest.
1.-Agent hangs up on the guest.
Agent must keeps the call until it is closed and avoids hung up in cases of prolonged silence without a response from the client, you must ensure a closing without recap.
Agent must keeps the call until it is closed and avoids hung up in cases of prolonged silence without a response from the client, you must ensure a closing without recap.
2.-Agent doesn't call hotel when needed.
2.-Agent doesn't call hotel when needed.
Must call the hotel when needed.
Must call the hotel when needed.
must follows and complies with each of the 6 solution steps.
must follows and complies with each of the 6 solution steps.
3.-Agent didn't escalate the situation through slack when needed.
3.-Agent didn't escalate the situation through slack when needed.
Escalate through SLACK when the guest require greater assistance.
Escalate through SLACK when the guest require greater assistance.
4.-Agent doesn't attempt to cancel in HP system when needed.
4.-Agent doesn't attempt to cancel in HP system when needed.
must follows and complies with each of the 6 solution steps.
must follows and complies with each of the 6 solution steps.
5.-Agent doesn't open a ticket when needed.
5.-Agent doesn't open a ticket when needed.
must follows and complies with each of the 6 solution steps.
must follows and complies with each of the 6 solution steps.
6.-Agent doesn't document notes
6.-Agent doesn't document notes
Agent must document notes and record the necessary information about the guest request and interaction in the HP system.
Agent must document notes and record the necessary information about the guest request and interaction in the HP system.
7.-Agent handles the call unprofessionally.
7.-Agent handles the call unprofessionally.
Agent should avoid the use of industry jargon, jargon and profanity and should sound confident.
Agent should avoid the use of industry jargon, jargon and profanity and should sound confident.
8.-Agent denies supervisor
8.-Agent denies supervisor
Agent must put the Supervisor on the line when requested by a guest; For callback supervisors, you must indicate a waiting time of at least one hour, in addition to obtaining contact information.
Agent must put the Supervisor on the line when requested by a guest; For callback supervisors, you must indicate a waiting time of at least one hour, in addition to obtaining contact information.
9.-Agent provides guest information to the caller
9.-Agent provides guest information to the caller
Agent should avoid providing any personal information of the client to any hotel or third party that calls us (for any type of request the agent should contact the guest)
Agent should avoid providing any personal information of the client to any hotel or third party that calls us (for any type of request the agent should contact the guest)
This is our Assessment Form to requirements and Criteria of Quality department
This is our Assessment Form to requirements and Criteria of Quality department
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