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What is a Call Audit?
Call audits ensure that basic expectations were met on a call, not necessarily how well an agent performs. All call audit categories are basic functions of an agent’s job and are required of every agent on every call. The call audit criteria is not much different than the current call scoring system, but things are organized differently.
Failure to meet a single expectation on an audit will result in a failure for that call. Areas in which an agent is not meeting expectations will be addressed during their coaching sessions. Some failure is expected and allows us to identify where the focus should be in order to provide effective, personalized coaching. Repeated failures indicate an inability to perform the basic job duties and will be addressed accordingly.
Each month, agents will have a minimum of 10 of each call audit type (Inbound, Outbound, and Booked).
The Auditing Scale
Depending on the specific category and requirement, there will be two or three options:
Below Expectations, Met Expectations
“Below expectations” and “met expectations” will be the only two options for categories in which the expectation is straight-forward. For example, an agent can either read the disclaimer verbatim or not. There is no in between.
Below: The agent did not meet the expectation.
Met: The agent met the expectation.
Below Expectations, Met Expectations, Above Expectations
“Above expectations” will be added as an option for categories in which an agent can fulfill the expectation by simply doing it, but it could have been done better. For these categories, an answer of “met expectations” means that call can be used as a coaching opportunity to find a way to improve the agent’s technique while an answer of “above expectations” can be used as a training example on how to do it more effectively. For example, an agent can ask for the sale by simply saying “do you want to book this?” and meet the expectation, or they can go above the expectation by asking “would you like to book the oceanfront or ocean view room?”
Below: The agent did not meet the expectation.
Met: The agent met the expectation, but there is room to improve.
Above: The agent met the expectation and did it well.
Inbound Call Audit
Collected Caller Information
Agent asked for the caller's name.
(Below expectations, Met expectations)
Agent asked for the caller's phone number and cell phone/SMS consent.
(Below expectations, Met expectations)
Agent asked for email and, if given, verified the spelling.
(Below expectations, Met expectations)
Agent attempted to get dates of stay from the caller.
(Below expectations, Met expectations)
Agent asked the marketing questions throughout the call.
(Below expectations, Met expectations)
Agent determined the true reason that the caller did not book.
(Below expectations, Met expectations)
Agent input all information gathered into the lead form completely and accurately.
(Below expectations, Met expectations)
Communicated Effectively
Agent answered the call without delay, greeted the caller using the correct property, and identified themselves by name.
(Below expectations, Met expectations)
Agent spoke clearly, with a smile, and gave the caller their undivided attention.
(Below expectations, Met expectations)
Agent was courteous, did not use slang, pet names, or inappropriate language, and did not interrupt the caller.
(Below expectations, Met expectations)
Agent attempted to engage in conversation with the caller by asking thoughtful, open-ended questions.
(Below expectations, Met expectations, Above expectations)
Agent gave the caller the opportunity to respond and did not assume their answers.
(Below expectations, Met expectations)
Agent listened to the caller’s responses and used the information provided to guide the conversation and to make recommendations based on their needs.
(Below expectations, Met expectations, Above expectations)
Sold the Experience
Agent used descriptive language to help the caller envision their vacation experience at the resort and around town.
(Below expectations, Met expectations, Above expectations)
Agent used their knowledge and resources to provide the caller with accurate and appropriate information.
(Below expectations, Met expectations)
Agent spoke confidently and conveyed to the caller that they are proud of the product that they are selling.
(Below expectations, Met expectations, Above expectations)
Created Urgency
Agent created a sense of urgency during the sales process, not just at the end of the call.
(Below expectations, Met expectations, Above expectations)
Asked for the Sale
Agent asked for the sale directly and paused to allow the caller to answer.
(Below expectations, Met expectations, Above expectations)
Overcame Objections
Agent did not accept "no" for an answer and offered appropriate rebuttals to objections.
(Below expectations, Met expectations, Above expectations)
Set Follow Up
Agent attempted to schedule a follow up with the caller and, if set, asked for the best time to call and input into the lead form.
(Below expectations, Met expectations, Above expectations)
Agent advised the caller that rates and availability are not guaranteed past the phone call.
(Below expectations, Met expectations)
Agent advised the caller that they should call back in as soon as they're ready to book, even if a follow up was set.
(Below expectations, Met expectations)
Booked Call Audit
Recorded Line
Agent informed the caller that they were calling from a recorded line if the call was an outbound.
(Below expectations, Met expectations)
Property Disclaimer
Agent read the property disclaimer verbatim, and the dates read in the disclaimer match the dates that the guest agreed to book during the call. (Effective July 1, 2022)
(Below expectations, Met expectations)
Communication Terms
Agent read the communication terms verbatim.
(Below expectations, Met expectations)
Agent checked the box if the caller agreed OR left the box blank if the caller did not agree.
(Below expectations, Met expectations)
Confirmation - CLICK HERE TO CONFIRM YOU HAVE SEEN THIS!
Agent provided the caller with their confirmation number followed by the booked call transfer offer. (Effective August 1, 2022)
(Below expectations, Met expectations)
Agent did not advise the caller to call if they do not receive their confirmation email. If the caller asked about an email, Agent told the caller that they should receive an email confirmation within 24 hours but that their reservation has been confirmed with us.
(Below expectations, Met expectations)
Add-ons
If available, Agent offered breakfast tickets/F&B credit.
(Below expectations, Met expectations, Above expectations)
If available, Agent offered game cards.
(Below expectations, Met expectations, Above expectations)
Agent offered other add-ons if appropriate OR if breakfast/F&B and game cards were unavailable.
(Below expectations, Met expectations, Above expectations)
Room Type
If available, Agent offered an upgraded room type.
(Below expectations, Met expectations, Above expectations)
Higher Rate
Agent did not start with the lowest rate available unless the caller asked for that rate.
(Below expectations, Met expectations)
Proper Rate
Agent did not offer an “ask-only” rate code to a caller who did not ask for it.
(Below expectations, Met expectations)
Agent did not offer a rate the caller was not eligible for.
(Below expectations, Met expectations)
Agent did not offer information about a coupon/discount without being asked.
(Below expectations, Met expectations)
Outbound Call Audit
Communicated Properly
Agent identified themselves by name and property to the callee if they answered, or on the voicemail if they didn't answer.
(Below expectations, Met expectations)
Agent informed the callee, if they answered, that they were calling from a recorded line.
(Below expectations, Met expectations)
Agent verified the callee’s name, if they answered.
(Below expectations, Met expectations)
Agent spoke clearly and with a smile.
(Below expectations, Met expectations)
Agent left a voicemail if one was available.
(Below expectations, Met expectations)
Agent provided a call back number if a voicemail was left.
(Below expectations, Met expectations)
Sales Opportunity
Agent used the call as a sales opportunity.
(Below expectations, Met expectations, Above expectations)
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