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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.

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.

📋 Call Summary

Intent: Check status/action on a hotel complaint raised yesterday and confirm refund status because the hotel allegedly does not exist.

Topics: Hotel booking ID capture/correction, mobile number capture, hotel name request, check-in/check-out dates, complaint/refund status, escalation to senior/hotel team via callback.

Info Given: Agent stated refund status was not showing and arranged an urgent callback from the senior/relevant hotel department within 1–2 hours.

Resolution: Not resolved on call; agent ended with callback assurance and asked if any further help was needed; customer remained dissatisfied and warned about complaining.

Action Items: Await callback from senior/hotel team in 1–2 hours; customer requested more clarity on immediate action.

🔍

What Happened in the Call

Root Cause

Customer followed up on a hotel complaint raised the previous day; nodal officer allegedly said the booked hotel does not exist, and customer wanted refund/complaint status.

Call Flow

[00:00] agent

Agent gives branded greeting and checks audibility.

[00:15] customer

Customer says they raised a complaint yesterday and starts providing booking ID; first attempt is incorrect and customer corrects it.

[00:45] agent

Agent confirms corrected booking ID as EMT163882104 and asks what was booked (hotel in Darjeeling).

[01:10] agent

Agent requests mobile number and hotel name; customer provides number and hotel name is unclear in transcript.

[01:40] agent

Agent confirms stay dates (check-in March 16, check-out March 18) and asks for concern; customer reiterates complaint/refund status and mentions nodal officer said hotel not there.

[02:20] agent

Agent requests 1–2 minute hold to check information; customer agrees.

[02:40] agent

Agent returns from hold and states an urgent callback has been arranged from senior/relevant hotel team within 1–2 hours.

[03:10] customer

Customer asks what action was taken and requests some immediate clarity; agent repeats callback assurance and offers further help; customer remains dissatisfied.

Turning Points

[00:25] negative

Customer rejects the first booking ID capture as wrong and provides a different ID.

Introduced verification friction and reduced confidence in handling accuracy.

[02:40] negative

Agent decides to arrange a callback from senior/hotel team instead of providing status/timeline on the call.

Shifted resolution to a future interaction; customer wanted immediate action clarity.

❌ What Went Wrong

• Initial booking ID was captured incorrectly and required customer correction.
• Agent did not provide concrete refund/complaint status details (no timeline, no reference number, no next-step explanation).
• Over-reliance on callback; customer left without understanding what action had already been taken.

✅ What Went Right

• Agent used proper hold protocol (permission + return acknowledgment).
• Agent confirmed the corrected booking ID and captured a phone number for follow-up.

Outcome

Callback arranged with senior/hotel team within 1–2 hours; no refund status or resolution provided during the call.

💡 Could This Call Have Been Avoided?

Partly yes — if complaint/refund status and timelines were visible to frontline agents (or a clear script/workflow existed), the agent could have provided immediate status and reduced need for callback.

🔑

3 identifiers captured EaseMyTrip Booking ID: EMT163882104 · Customer mobile number: 9771434816 · Stay dates mentioned: Check-in: March 16; Check-out: March 18

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Score

51.0%

51 / 100 pts

Duration

3 mins 30 secs

Type

refund

Status

partial

🎙️ Opening & Verification 15 pts max

13/15 (86.7%)

1.1 Greeting & Branding 5/5

Rubric: Full branded greeting -- 'Welcome to EaseMyTrip, my name is [Name], how may I help you?'

Opened with 'Welcome to EaseMyTrip. My name is Nithi. How may I help you?'

1.2 Customer Verification 5/5

Rubric: Verified booking ID/PNR AND customer identity (name, email, or phone)

Captured and confirmed booking ID and asked for mobile number.

1.3 Need Identification 3/5

Rubric: Identified need but required multiple attempts or customer had to repeat

Customer had to restate concern; agent asked again 'What is your concern?' after complaint context.

💬 Communication & Professionalism 25 pts max

19/25 (76.0%)

2.1 Language Fluency & Clarity 5/7

Rubric: Generally clear but multiple noticeable grammar errors -- still understandable

Understandable but several awkward/incorrect phrases and repetitions.

2.2 Empathy & Personalization 4/7

Rubric: Some empathy -- polite but partially scripted

Polite and thanked for holding, but limited acknowledgment of frustration about 'hotel not there'.

2.3 Professional Conduct 4/5

Rubric: Mostly professional -- minor lapses such as slightly casual tone or brief dead air

Professional overall; some confusion (two different agent names heard) and repetitive callback statements.

2.4 Hold & Transfer Etiquette 6/6

Rubric: Informed before AND after hold, or no hold was needed

Asked permission for 1–2 minute hold and returned thanking customer.

🎯 Resolution & Knowledge 40 pts max

14/40 (35.0%)

3.1 Product & Policy Knowledge 6/10

Rubric: Adequate knowledge -- basics correct but couldn't handle follow-ups confidently

Could not explain complaint/refund workflow; defaulted to 'hotel team will guide' without policy/timeline details.

3.2 Fee & Refund Transparency 0/10

Rubric: Failed to disclose fees or refused to provide refund amount

No refund amount, deductions, or timeline shared; only said refund status not showing.

3.3 Booking/Issue Handling Accuracy 4/10

Rubric: Mix-up in details requiring customer correction

Initial booking ID capture was wrong and customer corrected it ('this went wrong, wrong, another').

3.4 Resolution & First Call Resolution 3/5

Rubric: Resolved but agent created a callback need

No resolution; callback arranged with senior/hotel team.

3.5 Compliance & Disclosures 1/5

Rubric: Minimal disclosures -- only addressed what customer asked

No proactive disclosures on refund timelines, complaint reference, or next-step documentation.

⭐ Value Creation & Closure 20 pts max

5/20 (25.0%)

4.1 Alternative Solutions Offered 0/6

Rubric: Missed clear opportunity to offer alternatives

No alternatives like rebooking/alternate hotel/credit offered despite 'hotel not there' claim.

4.2 Proactive Assistance 2/6

Rubric: Minimal proactive effort -- addressed only stated issue

Only arranged callback; did not provide interim guidance or gather full details to expedite.

4.3 Closure & Confirmation 3/5

Rubric: Partial closure -- said goodbye but missed summary or 'anything else?'

Asked 'Apart from this, can I help you with anything else?' but did not summarize case details/next steps clearly beyond callback.

4.4 Customer Sentiment Uplift 0/3

Rubric: Negative -- customer ended frustrated or confused

Customer warned they would complain if not informed of action.

🚨 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

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?