CALL OPENING

Identify Business

     Greeted caller with appropriate business unit opening.  

"Thank you for calling California State Parks Reservation Center"

Identify Self

     Agent identified themselves with their name.  

"...this is _name_"

Offer to Assist

     Agent offered to assist caller.  

"How may I help you today?"

ADHERENCE TO PROCESS

Used appropriate resources

     Agent used Knowledge Base, Parks Website, Neptune, etc. to resolve the customers reason for calling prior to reaching out to other resources (Lead, Peer, Google).

Adhered to script

     Agent adhered to scripting guidelines.

Dispositioned & Paused Correctly

     Agent appropriately dispositioned call.

     Agent appropriately paused the call for card processing information only.

OWNERSHIP & TROUBLESHOOTING

Asked pertinent questions to diagnose the problem

     Agent utilized probing questions in an attempt to resolve the customer's reason for calling.  

Examples: "What happened when you attempted to log in?  Did you receive an error when you attempted to cancel?”

     NOTE: This includes multiple issues.  Example: Caller states they have been trying to make a reservation online but can’t get logged in and we make a reservation to secure the site for the caller.  Following this we should circle back and offer to troubleshoot their log in issue.

     Failure to confirm the total length of the callers camping equipment is a lack of ownership and will result in a loss of Adherence to Procedures.  The site is meant to accommodate the camping equipment. If they do not fit on the pad, the park has the right to turn the guest away and the visitor will incur the cancellation fees.  

Appropriate solution

     Agent provided solutions to meet the customers requests.

     Appropriate Examples: Offering to search availability at another SP, the option to move sites to accommodate multi-night stays and referring to the park when necessary.

Updated account info

     Agent recognized that account information was not up to date and made appropriate changes. 

Examples: "Thank you sir for verifying your account with me and giving me permission to speak with your spouse and process this modification.  Would you like me to add her to your account so she can make changes in the future?"  "It appears we have an account in your name with a different phone number.  Would you like me to update that?"

INFO/EXPECTATIONS

Provided accurate answers

     Agent provided accurate answers to customer inquiries.     

Quoted correct price

     Fees: Agent accurately quoted price of nightly unit and/or total cost of reservation, modification, cancellation fees or utility fees.  

     Refunds: Agent appropriately confirmed method of refund (mailing address is current for check processing) and provided appropriate expectations (timeframe to receive).  

CALL HANDLING

Avoided Silence

     Agent avoided periods of silence exceeding 20 seconds.

Followed hold procedures

     Agent obtained permission to place caller on hold. 

Example: "May I place you hold for a moment while I reach out to a supervisor to process that refund for us?"

     Agent thanked caller for holding. 

Example: "Thank you so  much for holding. I appreciate your patience." 

     Agent avoided placing the caller on hold for a period exceeding 2 minutes.

Followed escalation procedures

     Agent escalated call when appropriate and completed the transfer accurately.

TONE/DEMEANOR

Active Listening

     Agent asked open ended questions, requested clarification, asked appropriate probing questions and paraphrased in attempt to resolve the caller's reason for calling.  

Provided Empathy

     Agent provided empathy when necessary and/or apologized for the issue, inconvenience, cost, etc.  

Examples: "I'm sorry you're having problems securing that site online. Let's see what I can do on my end to get that reserved for you today."

"I am sorry to hear you need to cancel, but I can definitely get that processed for you today."

Tone and Volume

     Displayed a courteous, upbeat and friendly demeanor.  Remained professional, calm and respectful throughout the call.  Avoided interrupting the caller or talking over the caller.  Lacking background noise, such as TV, radio, children, pets or other distractions.  (caller should always assume you are in a contact center environment, not a home office) 

Closing

     Agent appropriately closed the call with an offer to provide additional assistance, thanking the caller and respectively signing off. 

Examples: "Is there anything else I can help you with today? Thank you for calling and having a great day."

VERIFY CUST

3 Step Verification Process (pass/fail)

     Agent verified callers confirmation number. 

     Agent verified callers first and last name.

     Agent verified callers phone number.

     Agent verified callers email address.

     Agent verified callers home mailing address.

REVERSE VERIFY

Reservation Reverse Verification (pass/fail)

     Agent verified reservation details via reverse verification with caller.  

"For verification purposes, please repeat for me the name of the park, your campsite number, and your arrival and departure dates."

ADHERENCE TO PROCEDURES

Made/Changed/Canceled Correctly (pass/fail)

Agent appropriately and accurately made, changed or canceled the caller's reservation by following outlined procedures and script requirements.

Agent appropriately verified and/or reverse verified the caller per procedures.

Agent enquired on the total length of the camping equipment or the caller openly offered it, ensuring the caller will fit on the site chosen for a new reservation or modification.