Preface:

As part of the interview process for the Analyst position, we are asking candidates to take the time to review the
two calls below that have been transcribed through our speech analytics platform and answer a few series of
questions in relation to each. The goal is to help assess your skills in attention to details, speech analytics
knowledge, and creative thinking.

Call Transcript #1

morning i wanted to name is alice my name is harry xxxx i`m wondering if you have any kind of complaints
department address if you intend to file or something i use real one long time we like come on in here i`m a your
club number maybe that`s not good enough for you guys but i`m trying to make it for next week somehow you
changed everything i think what you`ve done is catch a flight in coach and you`re charging first class for regular
seats because all of a sudden the phone i just called said there were seats available on the first week flight
functions morning apparently i would have to check for first class redacted and she`s okay bye voice no lights i
need i don`t understand what you guys are doing did you cut your flight family what you have decided that you
need to make a lot more money serving us in way i have never ever ever for almost fifteen years and it`s not right
and i don`t understand what`s going on i should article flies yes ma`am i understand mam so you wanted to have
any information regarding to the complaints department my correct today my do not have an explanation as to
what`s going on now you`re not okay mam i do for you for that happening in your experience xxx airlines so what
i`m going to provide you right now believes website i down ma`am hello ready so you need to if you`re concerned
or any complaints to our xxx airlines com slash ceo cathy xxx well if you get on airline com how are you line com
slash c eight oh if you`re gonna e-mail them you gonna e-mail them your concerns and then expect to have a
confirmation on like redacted hours to redacted hours and then once you receive confirmation number but that e-
mail concerning sean you can call us back anytime so that we can further assist you and follow up the concern
thank you

Questions:

1. Reason for the call – Alice wanted to escalate her concern through the complaints department because
she believes that she’s been charged first-class prices while receiving coach seats.

2. How did the agent resolve the call? – The agent reassured Alice that he understood the concern. The
agent provided the email where Alice can send the complaint. The agent also mentioned that once Alice
receives a reply, she can call back so that the agent can assist her further.

3. Provide at least 6 phrases you would use to scan through other call transcripts for this same topic.

- customer complaint
- I wanted to file a complaint complaints department
- Emails to [Link]/ceocathyxxx
- change in flight schedule
- pricing discrepancies
- First-class charges for coach
Call Transcript #2

how are live love and support this is aaron how may help you hi aaron yeah i just wanted to my account and not
the juniors for about a year and i should`ve called you earlier but my son and i have the same e-mail account and
so i can`t get into one of our account because of that so i really need to get into it from online and do whatever he
wanted his but i can`t do it i apologize for that one but it`s actually located in the same e-mail for an account and
for you to be able to log in to the account all you need to do is just the account number and the password i just
work so i can try not to let you you`re already everything my password it won`t let me do it okay let me check your
account first please verify to me your full name wanted to be angie years again that`s your account number i
counted is redacted redacted redacted thank you
your account is locked you got to i did get it my cell doesn`t work i think any questions to your account please
provide me a date of birth it`s redacted yes how about the last four digits of your social redacted thank you one
last question please verify to me your home address redacted main street what is this evening gimme a l o n eight
thank you and zip code sorry redacted redacted thank you you know either suspended your account one day xxx at
yellow com if that`s still active okay see you city i need to do and i was setting up a short reset link to your e-mail
address right now you will receive the link within the minute so go to your e-mail open the link that i sent to you it
will provide you an instruction to creating a password once you`re done with the process you can already log into
your account okay and then my son can log in to the same account with you did see anything i did yes okay okay
okay thank you very much appreciate your help your lock in london and i i let you go let me verify how you wanna
pay master card holder with your account no i don`t wanna listen that he had done it before that`s not a problem
thank you for calling oil have a good day

Questions:

1. Reason for the call – Aaron can’t access his account. It seems that both Aaron and his son use the same
email address to manage separate accounts, which causes the access issue.

2. What information was required to verify the customer’s account?

- full name
- date of birth
- last four digits of the customer’s social number
- home address (main street, zip code)

3. How did the agent resolve the call? – The agent verified the customer's identity by asking for the
needed information. After which, the agent explained that the account was suspended, then initiated
an automated password reset process. The agent also guided the caller on how to set up a new
password.

4. Provide at least 6 phrases you would use to scan through other call transcripts for this same topic.

- Unable to log in due to the same email for multiple accounts