RES CALIBRATION 5.16

Agent #1

Looking at the agent's MTD score, what KPI will you prioritize?

• SQI

• CAPTURE

• AHT

• RENTAL READY

• DISCONNECT

Agent #1

Which disposition will you select to filter this agent's calls in order to identify their behavior?

• Booked Reservation

• CFA Not Available

• Rates too high

• Customer shopping rates/not ready to book

• Non-sales call

Agent #1

Given that you have your observations from those filtered call dispositions and have prioritized the KPI, what action plan will you drive?

• ETA

• DRIVE

Agent #2

Looking at the agent's MTD score, what KPI will you prioritize?

• SQI

• CAPTURE

• AHT

• RENTAL READY

• DISCONNECT

Agent #2

Which disposition will you select to filter this agent's calls in order to identify their behavior?

• Booked Reservation

• CFA Not Available

• Rates too high

• Customer shopping rates/not ready to book

• Non-sales call

Agent #2

Given that you have your observations from those filtered call dispositions and have prioritized the KPI, what action plan will you drive?

• ETA

• DRIVE

Agent #3

Looking at the agent's MTD score, what KPI will you prioritize?

• SQI

• CAPTURE

• AHT

• RENTAL READY

• DISCONNECT

Agent #3

Which disposition will you select to filter this agent's calls in order to identify their behavior?

• Booked Reservation

• CFA Not Available

• Rates too high

• Customer shopping rates/not ready to book

• Non-sales call

Agent # 3

Given that you have your observations from those filtered call dispositions and have prioritized the KPI, what action plan will you drive?

• ETA

• DRIVE