Show:
Complaints
Billed Dispute Call Logs
TC Assist Call Logs
CCD Specific
Point of Contact
100
This should be set for 3 months from the last date of travel and read “CSI Retention”.
What is the correct way to enter in the OTH retention line for a CSI?
100
This is where we documented the amount we placed in suspense for a Billed Dispute in ARRIVE.
What is the "Dispute Amount" Field?
100
What must we capture at the beginning of each TC Assist Interaction?
What is the agent’s correct max sine?
100
This section checks to ensure the card member's name was entered correctly and proper upper and lower case in addition to the correct case subtype.
What is the “Cardmember Profile” section?
100
This resolution indicates the case was resolved by ECT.
What is "Point of Contact"?
200
This is where you place a brief description of the issue with no jargon, no misspelled words and no pasted verbiage from the reservation with the proper sentence structure.
What is the Cardmember notes section?
200
“Billed Dispute – Billed” and “Billed Dispute - Not posted cm advised to call back when the charges Post” are examples of what.
What is the correct ARRIVE “Call Types” for Billed Dispute Call Logs?
200
This is what we use the data from TC Assist Call Logs for.
What is the network "ECT Call Report"?
200
This subtype indicates a frontline agent called to open a case offering the cardholder goodwill points as a resolution.
What is the ‘Resolved” subtype?
200
These are the three types of Point of Contact subtypes.
What are POC-CR, POC-MR, and Point of Contact?
300
This is the option selected to advise if the case was related to possible discrimination.
What is the “Discrimination Flag”?
300
Did the lead check for an existing call log prior to opening a new one under this category.
What is “Checking for Existing” under a Billed Dispute Call log?
300
This action is required for every phone call received from a Travel Counselor?
What is the creation of a new call log?
300
This case type is where all TBASS Service Recovery compensation request are setup.
What is "CCD Specific"?
300
These actions are required for point of contacts which involve issuing a statement credit for a charge on the Card member’s account.
What are “AESP Billing Inquiry” and “ARRIVE Billed Dispute Call Log”?
400
This is where we track who the original caller was that brought the case to ECT?
What is the “Input Source”?
400
Do the case comments contain proper sentence structure, upper/lower case included and are free of spelling errors, jargon and pasted verbiage from the PNR
What are ‘Case Comments’ on a Billed Dispute Call Log
400
This is where you would list the Cardmember as the caller if they called directly into ECT.
What is "Input Source"?
400
This is where the assessors check for the correct Vendor and Industry Type.
What is "Vendor Name" and "Vendor Type" sections in ARRIVE?
400
This is the standard timeframe to advise for a credit to appear on the Card members statement.
What is 1-2 Billing Cycles?
500
Customer states they felt they were misled and says American Express used false, deceptive, and/or bait & switch practices towards a promotional offer.
What is a "Complaint"?
500
This occurs when a Lead fails to suspend a charge or enter / update an existing call log for a Billed Dispute.
What is "Auto Zero"?
500
This section is checked to ensure the documentation clearly and succinctly describe the reason for the call, actions taken, direction given.
What is the Case Notes/Comments?
500
This is where we check to ensure the CM notes briefly and accurately summarize the nature of the case and do the CM notes contain proper sentence structure, upper and lower case included and are free of spelling errors, jargon, abbreviations, and pasted verbiage from the PNR.
What is "Cardmember Notes" section?
500
ECT should attempt a Point of Contact on all case that fall under what amount?
What is $500?