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Trainee1

51.0% Needs Improvement

📞 1 calls analyzed · 100 point scale · 4 categories · 15 parameters

View: Overall Call 1: trainee1.mp3… 51.0%

🔑 Captured Identifiers & Reference Numbers

AI-extracted from conversation — the final confirmed value after all corrections, not just the first mention.

📞 trainee1.mp3 51.0%

EaseMyTrip Booking ID high

EMT163882104

💡 Agent confirmed: 'E M T 163882104.'

Customer mobile number medium

9771434816

💡 Assembled from 'nine double seven' (977) + 'one four' (14) + 'three four' (34) + '816' (816).

Stay dates mentioned medium

Check-in: March 16; Check-out: March 18

💡 Agent asked and customer confirmed 'right? Yes, yes.' Year not stated.

Avg Score

51.0%

Resolution Rate

0.0%

Total Calls

Category Scores (Averages)

🎙️ Opening & Verification (15 pts) 86.7%

💬 Communication & Professionalism (25 pts) 76.0%

🎯 Resolution & Knowledge (40 pts) 35.0%

3.1 Product & Policy Knowledge 6.0/10 avg

3.2 Fee & Refund Transparency 0.0/10 avg

3.3 Booking/Issue Handling Accuracy 4.0/10 avg

3.4 Resolution & First Call Resolution 3.0/5 avg

3.5 Compliance & Disclosures 1.0/5 avg

⭐ Value Creation & Closure (20 pts) 25.0%

Individual Calls

trainee1.mp3

refund · partial · 3 mins 30 secs

51.0% View →

🎙️ Opening & Verification

💬 Communication & Professionalism

🎯 Resolution & Knowledge

⭐ Value Creation & Closure

🚨 Red Flags

major No refund/complaint status details provided; customer left without clarity and threatened to complain.

📁 trainee1.mp3 · 🕐 [03:10] · Impact: Customer dissatisfaction and repeat contact risk.

minor Agent identity confusion in opening (two names heard: Nithi and 'Mickey').

📁 trainee1.mp3 · 🕐 [00:05] · Impact: Reduces trust/credibility.

💡 Recommendations

Proactive Assistance / Alternatives medium

If the hotel is not available/does not exist, offering alternate hotel options or rebooking support can reduce customer anxiety and improve experience.

📁 trainee1.mp3

❌ What happened

[02:10] “the hotel where I had booked is not there at all.”

✅ Better approach

Offer immediate alternatives: alternate property search, date change, or interim booking guidance while refund is processed.

💬 Example script

"“If you’re traveling soon, I can help you with alternate hotel options in Darjeeling for the same dates while the refund case is processed. Would you like me to check availability and prices?”"

Fee & Refund Transparency high

Agent gave no timeline/amount/status explanation, only 'not showing anything' and callback, which drives repeat calls.

📁 trainee1.mp3

❌ What happened

[02:00] “Ma'am, right now the refund status is not showing anything…”

✅ Better approach

Share what is visible: complaint stage, expected SLA (e.g., 24–72 hrs), and what triggers refund initiation; provide a case/complaint reference if available.

💬 Example script

"“Currently I can see the case is under review with the hotel team. The standard update timeline is up to X hours. Once approved, refund is initiated and reflects in Y working days. I’ll also share the case reference number via SMS/email.”"

Need Identification high

Customer had already explained they raised a complaint and wanted refund status; agent re-asked without summarizing, increasing repetition and frustration.

📁 trainee1.mp3

❌ What happened

[01:45] “What is your concern, sir? Can I know your concern?”

✅ Better approach

Acknowledge prior complaint, summarize, and confirm the exact ask (refund status vs. complaint action vs. alternate accommodation).

💬 Example script

"“I understand you raised a complaint yesterday because the hotel seems unavailable, and you want the refund/complaint status. Let me check the latest update on EMT163882104 and tell you the current stage and expected timeline.”"

💪 Key Strengths

✓

Branded greeting with agent name and offer to help

✓

Proper hold permission and post-hold acknowledgment

📞 trainee1.mp3

refund · 3 mins 30 secs · 51.0%

Welcome to EaseMyTrip. My name is Nithi. How may I help you? Am I audible to you, sir? Yes, hello, Namaste. Hello, my name is Mickey. How can I help you? Yes. Madam, I had raised a complaint yesterday. A hotel I... Okay had done, whose booking ID is Yes, tell me. PMT Okay One six three eight one. One six three eight one. Eight eight zero four. No, no, no, madam, no, this went wrong, wrong, another, another. Hello. Yes, please tell me. Yes, please tell me. EMT Okay One six three. Okay Double eight two. Okay One zero four. One zero four. Okay sir, I'll check online now. Yes Yes. Sir, you have told me the correct ID. E M T 163882104. Yes, ma'am. What did you book, sir? I had bought this hotel basically in Darjeeling. Okay, I'll check it then. Yes. I want to tell you. Sir, can you tell me your mobile number so I can check? Yes, nine double seven. Okay. One four. Okay Three four. Okay. 816. Okay sir, I'll check online too. Hmm. Sir, can you tell me the name of the hotel? What? Can you tell me the name of the hotel? Born West India. Born and brought in. Your second time is March 16 and your check-out time is March 18, right? Yes, yes. Okay. What is your concern, sir? Can I know your concern? Ma'am, I had told you about the concern yesterday itself, they had noted the complaint and perhaps even filed for a refund. So you have to check your refund status, right? Ma'am, right now the refund status is not showing anything, that I had spoken to your nodal officer. Did you talk to the nodal officer? Yes, he said that the hotel where I had booked is not there at all. When did you talk, sir? We talked yesterday. I was getting it opened. Yes. Okay sir. Sir, can I hold your call for only 1 to 2 minutes so that I can give you further information? Yes, yes. Okay sir. Hello. Thank you, sir. Yes sir, thank you for coming on hold. I appreciate your patience. Sir, I have arranged your call back on an urgent basis from the senior department. Okay? Please wait. You will receive the call back in a minimum of one to two hours regarding the hotel team. Thank you, sir. Thank you very much. You wait Okay, sir. Okay. Ma'am, so what was the action? I had complained. Yes, tell me. Sir, the hotel team will be able to guide you regarding the action, sir. I have arranged a call back for you on an urgent basis. JNBC I have arranged your call back, sir, on an urgent basis. Okay? Please wait, as soon as possible, your call back will arrive. Okay From the hotel team, okay sir? From the relevant department and they will guide you through the further process. Okay? Apart from this, can I help you with anything else, sir? No madam, please tell me a little bit, otherwise if I go today, I will complain. Sir, I have arranged your call back on an urgent basis. As soon as possible, you will receive the call back, okay?