Agent First and Last Name *
Manager First and Last Name *
Date of the Call *
Date of the Review *
Did the agent answer the call properly?
Did the agent qualify the caller’s profile by asking for their phone number and email address?
Did the agent lead the conversation?
Did the agent offer to book a car and/or hotel?
Did the agent advise if the fare was non-refundable and or any penalty fees for change?
Did the agent recap the itinerary before ending the call using day/date/time of day?
Did the agent advise client of code share or operating carrier?
Did the agent advise of possible lower fare if traveler would be flexible with their dates/times if sold out for current date/time?
Did the agent advise an invoice will be sent to review for accuracy?
Did the agent close the call properly? "Is there anything else I can assist you with?"
Did the agent apologize and/or sympathize with the caller if they experienced navigational/technical difficulty?
Did the agent advise the customer they would report any issue that could not be solved during the call?