DRIVE Rental Cars Call Flow and QA Scoring Guide
The objective of the DRIVE Rental Cars Call Flow Guide is to ensure every customer interaction reflects our commitment to premium service, professionalism, and efficiency. This guide serves as a structured roadmap for our team to consistently deliver world-class support, from greeting to resolution. It empowers agents to actively listen, communicate with clarity and empathy, and provide tailored solutions that align with the elevated expectations of our luxury brand.
1. Greeting
Start every call with a warm, professional greeting that includes the brand name. Set the tone for a premium experience.
Opening spiel: Thank you for calling DRIVE Rental Cars. My name is ____, how may I provide exceptional service for you today?
2. Verification
Before proceeding with any reservation details, it’s important that we first verify the name listed on the reservation. Once confirmed, we should then politely ask who is currently on the line to determine if we’re speaking directly with the renter or an authorized individual.
This step is essential for maintaining both security and accuracy in our service interactions.
Example prompt:
“May I first confirm the full name on the reservation?”
Once confirmed:
“And may I ask who I’m speaking with today?”
Checklist:
✅ Proceed only if appropriate
✅ Confirm reservation name
✅ Identify caller relationship
3. Voice Out the Reason of the Call and Actively Listen
Restate or paraphrase the customer’s concern to show understanding, and listen attentively without interrupting. This builds trust and ensures accuracy.
Was the Rep. able to quickly understand the purpose of the call? Did they clearly voice or confirm the reason for the call?
4. Empathy
Acknowledge the customer’s situation with sincere, professional empathy. Show that you care and are committed to resolving their concern.
Was the Rep. able to demonstrate genuine care or concern — especially in situations where empathy is needed?
5. Resolution
Provide clear, accurate solutions tailored to the customer’s issue. Ensure your explanation is confident and easy to understand.
Was the Rep. able to provide a complete and accurate resolution?
6. First Call Resolution
Strive to fully resolve the issue during the first interaction whenever possible—minimizing callbacks and maximizing satisfaction.
Was the Rep. able to resolve the issue during the initial call (guaranteed FCR)?
7. Hold Time
✅ Did the representative need to place the caller on hold?
If so, it’s essential to follow these key steps to ensure a professional and courteous experience:
- Always ask permission before placing the caller on hold.
Example: “Would you mind if I place you on a brief hold while I check that for you?” - If the hold extends beyond 2 minutes, come back on the line to provide an update and reassure the caller that they haven’t been forgotten.
Example: “Thank you for your patience—I’m still working on this and will be just another moment.” - Always thank the renter again once you return to the call.
Example: “Thank you so much for holding—I appreciate your patience.”
If placed on hold, did the Rep return within 2 minutes to update the caller or provide an estimated time?
8. Dead Air
Avoid silence on the line. Keep the customer informed during searches or internal communication by narrating your actions or ask for a permission to put the caller on hold.
Was there unnecessary or excessive silence during the call?
9. Further Assistance and Call Summary
Before closing, recap the resolution and ask if there’s anything else you can help with to ensure all concerns have been addressed.
Did the Rep ask if the caller needed anything else and summarize the resolution before ending the call?
10. Closing
Did the Rep ask if the caller needed anything else and summarize the resolution before ending the call?
Closing spiel: Thank you for choosing DRIVE Rental Cars. We appreciate your business and wish you a wonderful day/evening.
11. Appropriate Responses
Use professional, courteous language at all times. Avoid slang or vague answers. Be clear, concise, and confident.
Did the Rep use brand-appropriate language, such as: “It’s my pleasure” / “Absolutely, I’d be happy to assist” / Offering a sincere apology if the caller was upset.
12. Documentation
Accurately log all call details, actions taken, and resolutions provided to ensure continuity and accountability.
Was the Rep able to accurately document the account and actions taken during the call?
13. Tone
Maintain a calm, confident, and friendly tone throughout the call. Let your voice reflect the premium service our brand promises.
Did the Rep maintain a professional, confident, and warm/friendly tone throughout the call?