CARES activities

CARES activities

Close Case Activity

• allows you to document what happened duriong your interaction with the costumer

• creates a record that can be consulted by any other agent

How to use it?

we trigger this activity when we finish our interaction with the Passenger, normally we put sencitive pieces of information about what happened during the call, there is no need to teel a long history you just need to put the most relevant action that were taken.

Examples of close cases

Quick Close?

when to use it?

When we escalate?

it is necesary?

Printed History

• it will allow us to check previous entries

• its a reference for agents in order to uinderstand background of costumer concerns

• we can check what activities previous agents did

I.V.R

INTERACTIVE VOICE RESPONSE

Itinerary tab and Contract Tab

what is it good for ?

Multiple Select

Whenm a costumer must call us back, wich activity routyes the call to the appropriate workgroup based on the issue?

• set IVR

• View CC transactions

• Escalate case

• Issue Tree

Multiple Select

Which Activity will you select to view the full case history for an offer on one screen?

• Print case history

• View itinerary

• Email case history

• View offer status

Multiple Select

When closing a case, if the costumer is unhappy with the resolution wich code will you use ?

• not satisifed

• satisfied

• addressed issue

• unhappy

Multiple Select

which Cares TAB will allow you to view the following:

website where the order was placed, merchant of record, the booking type and travel dates

• offer tab

• itienrary tab

• status tab

• billing tab

Multiple Select

which activity will you selected to see what terms and conditions the costumer agreed before purchasing the reservation?

• view contarct page

• view cc transaction

• view itinerary

• view case

Multiple Select

once a case has been created, you will not be able to vhange the script, a new case must be created.

• true

• false