QA Huddle - Ground Support Jan W3 2024

Areas of opportunity

QA Huddle GS & Atlas

Turn

Into

I wish

I will

January 2024

QA Average

93.75%

88.75%

87.41%

87.65%

87.41%

85.00%

85.69%

84.58%

January 2024

Area of Opportunity #1

Privacy

QA Tip:

• We did not create a case nor leave documentation on the reservation. Remember to always create a case on all reservation customers have inquiries, to leave proper documentation and close it or escalate the case as needed.

• Remember not to over-verify customers. Always follow the Contact Verification Simplified when assisting them.

January 2024

Area of Opportunity #2

Active Listening

QA Tip:

• Remember to be attentive to the information provided during the call to avoid unnecessary repetition of details.

• We must not engage in verbal collisions with customers.

January 2024

Area of Opportunity #3

CARES Notes/Documentation

QA Tip:

• Remember that we must avoid copying and pasting any type of information that is already on our system. CARES, GDS, Partners policy.

• Remember to always leave clear documentation with correct grammar, spelling and sentence construction.

January 2024

Area of Opportunity for ATLAS-C3

Customer Centric - Agent

QA Tip:

• Remember to acknowledge the customer's situation and engage with measured empathy when necessary.

• Always pay attention to customers during the whole interaction and keep the customer at the center of all our decisions.

January 2024

Auto-Fails

Work Avoidance

• Disconnected call
• Excessive use of hold
• Agent camped on the line unnecessarily

Privacy & Data

• The phone number obtained did not match the reservation

Rude and Unprofessional Behavior

• The agent spoke in a sarcastic manner
• Lack of appropriate language (Foul language)

Questions?