Final Nesting Framework V10

NEW HIRE and UPSKILL NESTING FRAME WORK
(Voice / Email / Admin / BPG /Chat / Social Media / CRD / Tier 3)
1
Document Details
Contact
If you have any queries about this document, pls contact:
Name: GCO L&D Leadership Tem
Email: gcogtlt@expedia.com
Document Control
Version Date Comments

1.0 16 Aug 2013 Initial Draft
1.1 31 Aug Sheree’s feedback incorporated
1.2 30 Aug Sheree’s feedback added and Days prescribed
2.0 31 Aug Shane and Joe’s feedback incorporated
3.0 23 Oct Jeff’s feedback added
4.0 14 Feb 2014 G L&D Leadership review and edits
5.0 27 Mar 2014 QA/TL Monit requirements added
5.1 27 May 2014 Julie and Catherine’s feedback added.
5.2 16 July 2014 Added Queue variances
6.0 20 August 2014 Change to Remote Nesting Skills Verification only
7.0 6 Oct 2014 Added new Sales QA attributes, corrected support ratio
7.1 9 Oct 2014 Corrected attributes, added upskill requirements, changed
ownership
7.2 9 Feb 2015 Added guidance for blended Sales and Support Agents,
Email and Chat Skills verification, and guidelines for
returning agents
7.3 21 Mar 2015 Updated Nesting Verification Attributes to align with new
Service Form effective April 1, 2015. Added new handover
report template to align with blended agents.
7.4 14 June 2015 Added Glide Path Targets for Blended and Dedicated
Brand/POS’s. – page 26
Added attendance requirement for agent certification
aligned with MSA – page 24
8.0 9 Feb 2016 Added 2016 Global Glide Path Targets.
9.0 23 Feb 2016 New Learning Model – Nesting Guidelines
Glide Path Targets DSAT calculation formula added.
New Email / Admin / BPG /Chat /Social Media / CRD / Tier
3 Agent Verification attributes added
10.0 1 Nov 2016 Discovery and Listening focus in nesting have been added.
Agent verification for split nesting have been updated
2
NESTING
The Nesting stage occurs immediately after successfully completing the New Hire or any Upskill
Training. Nesting is an extension of training and is led by the Facilitator. The nesting period is of
10 days allowing the agent to utilize the skills learnt during training in a controlled environment.
Calls are controlled and delivered as sales, service, blended or even brand.
Level 2 evaluations in the form of written assessments along with observed role plays conducted
at the completion of the New Hire Training will determine the category agent falls into when
they are in Nesting. The Facilitator will need to draft an action plan to ensure Nesting is focused
on activities to help the agent improve.
Nesting is divided in to number of parts:
 Taking Live calls

 Coaching time with the Facilitator
 Further knowledge development
 Coaching with the QA / Team Leader assigned who will regularly monitor calls and
provide regular feedback
 Skills verification
While agents are in nesting, their scheduled offline time (50% and 25%) must never be reduced
or removed to resolve service level issues the floor may be facing.
3
ROLES AND RESPONSIBILITIES
Trainer
 Nesting Preparation
 Nesting Plan Execution
 Weekly Nesting Plan or the offline time (50% and 25%).
 Agent Reverification Week
Team Leader
 Nesting lead
 Duty of Care
 Call observations Week 1 and Week 2
 Feedback and Coaching
QA
 Call observations Week 1 and Week 2
 Agent Skills Verification
 Feedback and Coaching
 Agent Skill Reverification
Nesting Lead
Best practice is for Training and Operations to jointly own Nesting as this ensures the ideal
transition for agent on to the production floor. Ideally this is a Team Leader, or someone acting
in the capacity of the Team Leader for nesting. Nesting Leads should be endorsed by Expedia in
Guest Connect Coaching.
4
Nesting coaching (CEMEA and APAC ONLY)
During first weeks of nesting the focus from QA should be on two main agent
behaviours, Discovery and Listening. Coaching in nesting should be performed by QA,
Trainer or dedicated Supervisor. All nesting coaches need to be endorsed through the
Coaching For Success curriculum.
Coaching should be provided focussed on the agent behaviours proven to drive good
results for the above mentioned attributes.
Exceptions from this approach can be made for the first 2 days in nesting in regards to
providing support for tool navigation.
Once agents clearly demonstrate the necessary skills in regards to Discovery and
Listening coaching should be extended to include the remaining attributes needed for
agent verification.
Agent Verification
The skills verification is a final assessment in the form of 3 call observations conducted by the
Quality Analyst.
The Quality Analyst monitors 3 calls remotely. The Agent must achieve a YES on 2 calls on all of
the Quality attributes of:
Sales Call Support Call

Knowing why the customer called Knowing why the customer called
Did I Listen to Understand? What I said?
Sales Approach What I did?
How was I Effective? Did I connect?
How I Said It Did I listen to understand?
NOTE: Additional QA attributes can be added by Region or POS based on the opportunities
highlighted in the QA scores.
If an agent does not achieve a Yes in all of the critical attributes monitored in 2 calls (out of the 3
remote calls) then the agent is not endorsed to move into production. Agents who do not meet
the passing criteria will be coached on areas for improvement and then undertake a further
skills verification.
5
NOTE: Additional guidance on blended Sales and Support Agents.
If an agent is required to handle both Sales and Support calls, the agent is required to score a
YES in all of the attributes in 2 out of the 3 monitored Sales calls, and a YES in all of the attributes
in 2 out of 3 monitored Support Calls.
Agent Reverification Week
During the 5 additional days the agent/s requiring reverification should be grouped with another
batch that may also be in nesting that week. If there is no other nesting batches a Trainer must
look after the agents for the 5 days when available. Alternatively Mentors or Team Leaders
should provide the relevant coaching in the absence of a Trainer for the 5 days.
Agent Reverification
This skills reverification consists of 5 new call observations.
Quality attributes of:

remote calls) then the agent is not endorsed to move into production.
Once an agent has successfully passed the skills verification the agent progresses to take calls on
the production floor. An unsuccessful assessment result could result in the agent being
removed from the Expedia.Inc account.
6
Split Nesting Model
Phase 2 Phase 2
Phase 1 Phase 1
Training Nesting
Training Nesting
This learning path requires agents to successfully pass the first and second phase of training
before moving to production.
What will happen to the agents who need to go through re-verification in Phase 1?
There are several options available for this scenario-
 The Agent completes re-verification week.
o If they do not certify the decision is to remove the Agent from the account*.
 They can continue to the Phase 2 training and be assessed on both parts (Phase 1 and Phase
2) during the final Nesting.
 If they do not certify on the Phase 1 assessment then they are removed from our
account*.
 If they do certify on Phase 1 then they can be assessed on Phase 2.
 Based on LD/QA/TL it can be decided to just remove the agent if it is noticeable the agent
will struggle and has no coaching potential**.
What will happen to Agents who got certified for Phase 1 and does not get certified Phase 2?
• The Partner Quality, Training and Operation teams, together with the Expedia Program
Manager and Service Delivery will decide if the agent still has potential to improve and should
be retained on the account. If agreed that the agent should be retained, the agent cannot be put
on calls until they have received adequate development to improve their skills. This may require
extended nesting or focussed coaching.
NOTE: Additional guidance on Nesting.
7
*Phase 1 - The Partner Quality, Training and Operation teams, together with the Expedia
Program Manager and Service Delivery will decide if the agent still has potential to improve and
should be retained on the account. If agreed that the agent should be retained, the agent
cannot be put on calls until they have received adequate development to improve their skills.
The agent can be put in the next Phase 1 training to go through the skills verification again.
**Phase 2- The Partner Quality, Training and Operation teams, together with the Expedia
Program Manager and Service Delivery will decide if the agent still has potential to improve and
should push through with moving to Phase 2. If agreed that the agent should move to the new
skill, the agent cannot be put on calls until they have received adequate development to
improve their skills. The agent can be put in the next Phase 2 batch to go through the skills
verification again.
Blended Sales and Support Agents - If an agent is required to handle both Sales and Support
calls, the agent is required to score a YES in all of the attributes in 3 out of the 5 monitored Sales
calls, and a YES in all of the attributes in 3 out of 5 monitored Support Calls.
8
Nesting Preparation
 Calendar placeholders to be sent to the Management team for Meet and Greet
 Expedia SDM’s calendar to be blocked to welcome the new batch on day 1 of Nesting
 QA and where available the Dedicated Language Coach calendar invites to be sent
 Handover report is to be provided by the Trainer to Nesting Lead for each agent (See
Hover and Report doc attached). Nesting Lead ideally is a Team Leader, or someone
acting in the capacity of the Team Leader for nesting. Nesting Leads should be endorsed
by Expedia in Guest Connect Coaching.
 Facilitator to share the training handover report to all stakeholders
 Nesting agenda is provided to all participants
 During last week of training, Facilitator must send an email to operations team informing
about the number of SME’s needed once trainees hit Nesting
 SME’s to be identified and list to be collected from Operations a day before Nesting
 Production Team Leader list to be printed if agent teams have been identified.
 Training room to be booked for coaching time
 Nesting plan is to be completed prior to NH starting (see template attached)
 Facilitator to explain the 10 day Nesting Journey to the agents on the last day of
classroom training
 Facilitator to get the login times from the Work Force Management (WFM) team
 All Logistics such as Headsets, Y-Jacks seating arrangement and login ids to be finalized a
day prior to the Nesting date
 A schedule of off phone time must be agreed with WFM must be informed ahead of
Nesting start
9
NESTING PLAN
Week Week 2
1
A) Taking Live Calls: 50% A) Taking Live Calls: 75%
Facilitator to identify 2 types of Learners based on Facilitator to identify 2 types of Learners based on
feedback and assessments Week 1 feedback
Ready to go on Live Calls Ready to go on Live Calls
Need assist on Live Calls Need assist on Live Calls
Each batch will have SME’s assigned Each batch will have SME’s assigned Language Coach
Language Coach monitoring's and coaching (if appropriate) monitoring's and coaching (if appropriate)
SME’s answer questions and provide “in the moment” SME’s answer questions and provide “in the moment”
feedback / coaching feedback / coaching
B) Coaching Time: 50% B) Coaching Time: 25%
4 hours of classroom coaching/ learning 2 hours of classroom coaching/ learning
Role Plays Role Plays
Practice important processes Practice important processes
Identify success stories Identify success stories
C) QA Monitoring: C) QA Monitoring: Skills Verification
5 calls to be monitored through the week by shared 5 calls to be monitored through the week
equally by QA and TL TL monitors 2 side-by-side
2 monitored remotely QA monitors 3 remotely. (Skills Verification is
3 side-by-side monits
based on these 3 calls monitored by the QA)
Facilitator (and Language Coach where available) should
Feedback to be shared within 24 hours with Facilitator
also do regular call monitoring
present
Calibration to be done
Action plan to be drafted after each feedback
Feedback to be shared within 24 hours with the Facilitator
present
D) Handover Nesting to Dedicated TL:
Action plan to be drafted after each feedback
Action plan and coaching per agent to be
discussed with the TL and handover report to be
D) Agent Recognition:
submitted
Starting Day 1 Nesting lead needs to record
performance and recognize the top performing
agents
10
Email / Admin / BPG /Chat /Social Media / CRD / Tier 3 Agent Verification
The skills verification is a final assessment in the form of live email/chat observations conducted
and split between the Quality Analyst and the Nesting Team Lead.
Nesting Week 1
- 5 chat observations to be observed ‘live’ – split between QA and Nesting TL – and scored
using the Chat QA Form
- Feedback to be shared at each session, with action plan documented based on
identified strengths and opportunities
Nesting Week 2
- 5 chat observations to be observed ‘live’ – split between QA and Nesting TL – and scored
using the Chat QA Form
- The final three observations of those five will be used for Skills Verification and all
scored by the designated QA
-
Skills Verification
- Two of the three certification audits must achieve a ‘Yes’ rating on all of the following
attributes:
Email / Admin / BPG / Chat Social Media / CRD / Tier 3

Did I Understand the Customer/Affiliate’s Did I Understand the Customer/Affiliate’s Needs?
Needs?
What I Communicated What I Communicated
How Was I Effective? Did I Connect?
Was I Understood? Did I Add Value?
How I Wrote Was I Understood?
How I Wrote
11
This skills reverification consists of 5 new live observations.
The Quality Analyst and Nesting Team Lead conducts 5 live observations. The Agent must
achieve a YES on 3 observations on all of Quality attributes of:
Email / Admin / BPG / Chat Social Media / CRD / Tier 3

Did I Understand the Customer/Affiliate’s Did I Understand the Customer/Affiliate’s Needs?
Needs?
What I Communicated What I Communicated
How Was I Effective? Did I Connect?
Was I Understood? Did I Add Value?
How I Wrote Was I Understood?
How I Wrote
If an agent does not achieve a Yes in all of the critical attributes monitored in 3 live observations
(out of the 5) then the agent is not endorsed to move into production.
Once an agent has successfully passed the skills verification the agent progresses to move on to
12
Basic Outline:
A) SME : A key contributor to the nesting period will be SME’s (a.k.a Buddies / Tenured
agents), who are there to support nesting agents.
An SME is the person an agent will spend most time with. They have the opportunity to help
their agent to learn positive skills.
SME’s should be identified as top performers with the right attitude during the designated
phone time.
SME Roles-- SME’s will assist the agents, answering questions, monitoring calls and providing
immediate coaching to help the agents improve. The contracted ratio is 1 trainer, plus 1 support
to 8 nesting agents.
SME selection should be done on the following attributes:
 CSAT / DSAT / FCR scores

 Conversion score
 Overall performance indicators
 No corrective action in the last 6 months
 Recommendation from Team Leader
Note – SME’s will need to complete the Expedia Coaching course prior to assisting in Nesting.
B) Taking Live calls:
Week 1: 50%
All agents will spend 50% time on calls. This will be spread across as per call volume, agent
category and coaching time.
Facilitator to identify 2 Types of Learner based on feedback and assessments:
a) Ready to go on Live Calls

b) Need assist on Live calls
13
Week 2: 75%
All agents will spend 75% time on calls. This will be spread across as per call volume, agent
category and coaching time
Facilitator to identify 2 Types of Learner based on feedback and assessments:
a) Ready to go on Live Calls

b) Need assist on Live calls
A) Coaching / Knowledge development Time: Week 1 : 50 % & Week 2: 25%
This time is spent in the classroom. This is dedicated time to cover important topics, prepare
for the day, discuss the action plan and identify a key GC attributes as a group to work on for
the day.
This should include practice sessions based on the findings and feedback from the time
spent taking calls.
Week 1 will have four hours and Week 2 will have two hours. This time will be split in two
equal parts pre and post call working hours
Part of the time should be used by the Facilitators to reflect on the calls taken by the agents
while on the floor and to discuss key learning’s.
B) Call monitoring:
The goal of monitoring is to help agents get endorsed and to provide coaching in week 1 and
2 regularly.
QA and Team Leader: 5 calls to be monitored through the week by the QA and TL
o 2 monitored remotely
o 3 side-by-side monits
The QA/TL needs to listen to calls and share feedback and provide coaching for each agent
with the Facilitator present.
Facilitator: Facilitator should also do regular side-by-side call monitoring and sharing
feedback and discussing the call with the agent.
Language Coach (where applicable) should listen to at least one call per agent per day by
doing side-by-side monitoring, and sharing feedback and discussing the call with the agent
(using the language monitoring form).
14
Week 1:
5 calls to be monitored through the week shared equally by QA and TL
 2 monitored remotely
 3 side-by-side monits
Week 2:
5 calls to be monitored through the week
 TL monitors 2 side-by-side
 QA monitors 3 remotely. (Skills Verification is based on these 3 calls monitored
by the QA)
C) Agent Recognition:
The Nesting Lead will record performance and recognize the top performing agents.
Suggested recognition points are:
 First sale,
 Number of sales
 QA feedback
Further ideas are:
 Top performing agents on day 1 should be recognized by putting their names all around
the floor
 Announce the name of the person who makes the first sale or gets an appreciation and
floor to applaud
 End of the week- Top 5 performers would have pictures on the floor saying top
performers week 1 Batch 24
15
D) SKILL VERIFICATION:
Agent Verification
The skills verification is a final assessment in the form of 3 call observations conducted by the
Quality Analyst.
the Quality attributes of:

NOTE: Additional QA attributes can be added by Region or POS based on the opportunities
highlighted in the QA scores.
remote calls) then the agent is not endorsed to move into production. Agents who do not meet
the passing criteria will be coached on areas for improvement and then undertake a further
skills verification.
If an agent is required to handle both Sales and Support calls, the agent is required to score a
YES in all of the attributes in 2 out of the 3 monitored Sales calls, and a YES in all of the attributes
in 2 out of 3 monitored Support Calls.
16
Agent Reverification Week
During the 5 additional days the agent/s requiring reverification should be grouped with another
batch that may also be in nesting that week. If there is no other nesting batches a Trainer must
look after the agents for the 5 days when available. Alternatively Mentors or Team Leaders
should provide the relevant coaching in the absence of a Trainer for the 5 days.
This skills reverification consists of 5 new call observations.

Quality attributes of:

remote calls) then the agent is not endorsed to move into production.
Once an agent has successfully passed the skills verification the agent progresses to take calls on
NOTE: The Partner Training and Operation teams, together with the Expedia Program Manager
and Service Delivery will decide if the agent still has potential to improve and should be retained
on the account. If agreed that the agent should be retained, the agent cannot be put on calls
until they have received adequate development to improve their skills. The agent can be put in
the next new hire batch to go through the skills verification again.
FOR UPSKILL: The Partner Training and Operation teams, together with the Expedia Program
Manager and Service Delivery will decide if the agent still has potential to improve and should
push through with moving to the new skill. If agreed that the agent should move to the new
skill, the agent cannot be put on calls until they have received adequate development to
improve their skills. The agent can be put in the next upskill batch to go through the skills
verification again.
17
If an agent is required to handle both Sales and Support calls, the agent is
required to score a YES in all of the attributes in 3 out of the 5 monitored
Sales calls, and a YES in all of the attributes in 3 out of 5 monitored Support
Calls.
NESTING WEEKLY PLAN:

Note:
1. Please note that important topics to cover each day are listed below however depending on
the class performance and requirements trainers can amend these topics.
2. Once you identify the issues/challenges/concerns for each day prepare the role plays based
on the call type in focus and use the Role play scenarios given in the New Hire curriculum for
consistency.
3. At the end of this global nesting outline are small-queue variations which follow the basic
nest, and include additional nesting components.
NESTING Week 1:
Week 1 Goals:
 Meet/Greet QA and management team

 Become familiar with the phone system
 Learn from the SME’s
 Ensure each agent follows the Guest Connect process and is able to navigate all systems
 Daily Conversion goal to be achieved (This can change based upon floor goal)
 Ensure Category B agents move to Cat A
Day 1
Coaching / Learning Time (2 hours)

1. Facilitator to ensure all agents are in the classroom 15 minutes before the start
2. Facilitator to do basic expectation setting about the Nesting period such as:
 Agents will login for 4 hours in the first week and 6 hours in the second week
 Facilitators to talk about discipline on the floor and since tenured agents will be taking
calls new agents should not be seen disturbing them and walking around on the floor
 Breaks will be given by the Facilitator and agents should not take extended breaks as it’s
important to complete login hours
3. Facilitator to explain the importance of coaching time:
 Coaching/ Learning time will be divided in two parts. 2 hours at the start of the shift and
2 hours at the end
 This time will be used to discuss learning’s from call experience, difficult topics, issues
and workarounds from the time spent on taking calls
 Each day as a group a Guest Connect topic will be picked as the focus for the day
 Role Play practice will be done on important topics
18
4. Facilitator to explain the monitoring and certification process:
 Calls will be monitored each week and will be spread across the week
 Feedback will be given within 24 hours of the monitoring and agents will be given an
action plan
 Language Coach (where appropriate) will be monitoring calls using a Language
monitoring form and will provide feedback
 Facilitator will do side by side monitoring and provide feedback
 At the end of the two week Nesting period is the skill verification where best of 3 calls
will be picked and feedback will be provided
 It is imperative to clear the skill verification in order to move to production
 Facilitator to explain the certification criteria in detail
5. Facilitator to give the agents one part of Guest Connect as the focus for Day 1(Greeting and
Discovery with focus on logical questions/Call type i.e. preselect)
 Facilitator demo
 Break agents into pairs and using their job aids practice role plays
 Debrief the role plays
6. Ask the group for topics they would want to practice (policy, tools). List them on a flipchart
and prioritize
7. Facilitator to cover top topic from the list and practice as a group
8. Facilitator should set a daily target for sales and support based on conversion and CSAT
scores
9. Expedia SDM to meet and greet the group in the classroom and do some basic expectation
setting
10. Dedicated QA and Language coach (if appropriate) to meet and greet the class and talk
about their role and how they will be helping the agents to move to the next phase that is
Production floor
Login time (4 hours)
1. Facilitator to take all agents to the floor to the assigned seating area
2. Introduce contest for the day
3. Operations manager to welcome the new batch on the floor and introduce them to the
dedicated TL’s
4. For bigger groups if there are mentors/SME’s supporting the batch Facilitator to introduce
the group and inform the group about the SME’s role
5. Agents should log into all the tools and before taking calls. Facilitator to ensure that all tools
are open and agents are ready to start
6. Facilitator to conduct SBS monitoring and walk around the floor to help the agents
7. QA team to monitor calls
19
8. Facilitator to debrief with QA
Coaching/ Learning Time (2 hours)

1. Post Login time agents to return to the classroom for 2 hours of coaching/ learning session
2. Facilitator should identify success stories during the day and share with the group
3. Announce star performers
4. Address all questions and concerns (SME’s track common questions / issues during)
5. Prep some agents to share the details of a call they took that day with the entire group
6. Role Plays- Facilitator to practice real time role plays based on scenarios handled on the
floor and challenges faced as stated in the point above
20
Day 2:
Coaching / Learning Time (2 hours)
1. Facilitators to review Day 1 attribute focus and discuss the feedback from the SBS as a group
2. Facilitator to share the daily actual achieved vs. target for sales and support and discuss the
challenges and best practice sharing to be encouraged
3. Facilitator to set a daily target for sales/support based on conversion and AHT scores
4. Facilitator to give the agents one part of Guest Connect as the focus for Day 2(Greeting and
Discovery with focus on emotional questions/Call type i.e. preselect)
5. Based on the topics listed on the first day, Facilitator to cover one topic from the list and
practice as a group
Login time: (4 hours)

3. Facilitator to ensure all agents have job aids at their desk
4. SME’s and Facilitators to floor walk
5. QA to provide feedback on the first day call monitoring and provide an action plan. Ensure
Facilitator is present and call is played to the agents

1. Facilitator to discuss success stories during the day and share with the group
3. Address all questions and concerns (SME’s track common questions / issues during the day)
4. Facilitator to invite QA representative to spend 30 mins reinforcing the QA form. Attributes
which are mandate to score a YES for certification to be discussed and QA to link it to CSAT.
21
Day 3:
3. Facilitator to set a daily target for sales/support based on conversion and CSAT scores
4. Facilitator to give the agents one part of Guest Connect as the focus for Day 3(Tailored Offer
with focus on LFBB for Sales agents/Call type i.e. preselect, Tailored Solution for Service
agents.)
practice as a group
6. Facilitator to share some Voyager Tips and Tricks with the group

Facilitator to take all agents to the floor to the assigned seating area
3. Facilitators to provide feedback on the second day calls monitored and discuss an action
plan with each agent
Language Coach to monitor calls mid-week (In case the centre does not have a Language
coach QA to monitor mid-week calls)

3. Address all questions and concerns (SME’s track common questions/issues during the day)
4. Facilitator to reinforce MCMR and link it to the call time spent on the floor. Ask the group if
they have had experiences where they felt MCMR was used.
22
Day 4:
4. Facilitator to give the agents one part of Guest Connect as the focus for Day 4(Address
Concerns /Call type i.e. preselect)
practice as a group

5. Language Coach to provide feedback on the first day call monitoring and provide an action
plan

4. QA to discuss calls with the group (15 mins)- what they did and what could be done
differently
floor and challenges faced as stated in the point above
23
Day 5:
2. Facilitator to share the daily actual achieved vs. target for sales and support for the week
4. Facilitator to give the agents one part of Guest Connect as the focus for Day 5(Close and
Motivate/Call type i.e. preselect)
practice as a group

5. Training team to monitor calls

1. Facilitator to discuss success stories during the week and share with the group
4. Facilitator to provide feedback on the calls monitored via SBS through the week and focus
areas to be identified and listed for the coming week
5. Reinforce all KPI’s with clear explanations
24
NESTING Week 2:
Week 2 Goals:
 Become more efficient in Addressing Concerns and empathy
 Individual performance success plan to be identified at start of week
 Understanding of QA compliance and the key attributes to clear certification
 Personal Development meeting to be conducted with every agent which includes future
supervisor
 Daily Conversion goal to be achieved (This can change based upon floor goal)
 Team to be performing at 80% of production
 Demonstrate technical aspect
 Understand Voice of the Customer
 Triad role plays for difficult scenarios
 Plug gaps with coaching for individual performance
Day 1
Coaching/ Learning Time (1hour)

1. Facilitator to list the call types, common gaps identified through the first week of call time
2. Skill transfer and practice session to be held for the key topics

5. Individual performance success plan to be documented and discussed with every agent
Coaching/ Learning Time (1hours)

1. Facilitator should identify success stories during the day and share with the group
3. Address all questions and concerns (SME’s track common questions / issues during phone
time)
4. Triad Role Plays- Facilitator to practice real time role plays based on scenarios handled on
the floor
25
Day 2:
Coaching / Learning Time (1hours)
1. Facilitator to review Address Concerns as the key topic for the week with focus on FCR. Use
the list of concerns from Day 1

4. QA to provide individual feedbacks on the calls monitored on Day 1
Coaching/Learning Time (1hours)

2. Address all questions and concerns (SME’s track common questions / issues during phone
time)
floor
Day 3:
Coaching / Learning Time (1hours)
1. Facilitators to review Day 2 attribute focus ‘Addressing concern and FCR’
2. Facilitator to identify top 5 challenges and practice with the agents to ensure gaps are
covered and do not show up in the certification calls
3. Discussion with the agents around the importance of certification and agents should focus
on all the feedback they have got from QA to ensure they clear certification

3. Facilitators to provide feedback on the second day calls monitored and discuss an action
plan with each agent
4. QA team to monitor calls mid-week
5. Personal Development meeting to be conducted with every agent which includes future
supervisor
Coaching /Learning Time (1hours)

3. Address all questions and concerns (SME’s track common questions/issues during the day)
26
Day 4:
3. Facilitator to share some Voyager Tips and Tricks with the group

5. QA to provide feedback on the midday call monitoring and provide an action plan
supervisor

2. Role Play scenarios identified as challenges on the floor
3. Facilitator to reinforce VOC
Day 5:
1. Facilitator to discuss findings, challenges and workarounds on key GC attributes and policies
identified through the week


1. Facilitator to provide feedback on the calls monitored via SBS through the week and focus
areas to be identified and listed for the coming week
2. Nesting to Production handover discussed and shifts to be given
supervisor
27
NESTING Small Queue Variations:
Tier 3 NESTING
The Tier 3 Nesting stage occurs immediately after week 5 in New Hire Training:
1. A nesting period of 15 days is scheduled allowing the agent to utilize the skills learned
during training in a controlled environment.
2. The first 5 days (week one) are live queue work conducted on the production floor.
a. Trainers and floorwalkers support agents working live PNRs.
b. Queue work is 75% queue work/ 25% coaching.
c. During the last 25% of the day the trainer will lead scenario-specific
conversations and address trends observed throughout the day.
d. All queue work will be reviewed, and timely feedback delivered to each agent.
This can be by the trainer and the designated supervisor.
3. The second and third week will follow the global nest with the exception of:
a. A 1:4 ratio of floorwalkers and trainers is optimal to meet the demand of the
complexity of a Tier 3 escalation call. Without this ratio in place monitoring calls
for feedback is compromised.
28
Recognition:
Certificate of Nesting completion given to agent (see template – Page 24)
In order for all agents to have successfully completed Certification, agents should have met the
following criteria from date of hire:
1. Attendance in training – up to only 1 day permissible throughout the entire training

duration (PST) with coaching on topics missed on that day.
2. Passing score of 80% on all weekly training knowledge assessments.
3. Nesting performance meeting agent verification and reverification guidelines.
NOTE: Suggested additional Coaching topics for two weeks (dependent on updates):
 Eureka process updates

 Marketing promos
 Destination modules based on marketing promos or seasonality
Report:
Facilitator needs to fill this report at 3 stages and send it to all stakeholders
1. Class room Training Week 1 based on Facilitators observation of agents with focus on
communication (language skills where applicable) and overall progress within the 5 days
to be submitted to all stakeholder including Expedia Facilitator on end of day 5.
2. Classroom training to Nesting-to be submitted last day of classroom training to G L&D
Expedia training point of contact
3. Nesting to Production- To be submitted last day of Nesting to the production Team lead,
GT Expedia training point of contact and SDM
Nesting Template
Nesting Completion Certificate
29
Transfers and returning agents:
The below guideline is for agents who have left Expedia and are returning.
1. Agents who have been away from Expedia for 90 days or more, should go through the
entire new hire/nesting process upon returning to Expedia.
2. If in any case, the agent has left Expedia and has been away for less than 90 days from
last working day, the agent can continue taking calls/stay in production, with
appropriate additional support provided by Team Leads and support teams.
3. However, if there was a major update in the duration the agent was away from Expedia
(i.e. G2C rollout, Major Tool Change), regardless if it was less than, or more than 90
days, the agent will have to go through new hire/nesting process again.
4. If in any instance a new hire class is not scheduled, returning agents who are required to
go through new hire/nesting will only be accepted during the time that a class has been
scheduled.
30
2016 Global Glide Path Targets
Glide path targets in nesting are a fixed percentage of the monthly floor targets. Please get with your
Service Delivery Managers on the actual targets per month for your respective LOB’s.
These Glide Path targets will be in effect for both New Hire Nesting and Upskill Nesting.
The targets start on the 1st week of Nesting.
Week: Glide Path

1st week (Nesting) 70%
2nd week (Nesting) 80%
3rd Week (Production) 85%
4th Week (Production) 90%
Calculation for DSAT Targets

Eg if the Target is 16% the formula used is 16%/70%, 16%/80% etc
Week 1 16%/70% = 22.8%

Week 2 16%/80% = 20%
Week 3 16%/85% =18.8%
Week 4 16%/90% = 17.7%
Week 5 16%/95% = 16.8%
Week 6 16%/100% = 16%
Eg if the Target is 10% the formula used is 10%/70%, 10%/80% etc
Week 1 10%/70%= 14.3%

Week 2 10%/80%= 12.5%
Week 3 10%/85%= 11.8%
Week 4 10%/90%= 11.1%
Week 5 10%/95%= 10.5%
10%/
Week 6 100%= 10.0%
31
32

Final Nesting Framework V10

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Final Nesting Framework V10

Uploaded by

Copyright:

Available Formats

NEW HIRE and UPSKILL NESTING FRAME WORK

(Voice / Email / Admin / BPG /Chat / Social Media / CRD / Tier 3)

Version Date Comments

Nesting is divided in to number of parts:

 Taking Live calls

Sales Call Support Call

Agent Reverification Week

This skills reverification consists of 5 new call observations.

Sales Call Support Call

NOTE: Additional guidance on Nesting.

Email / Admin / BPG / Chat Social Media / CRD / Tier 3

This skills reverification consists of 5 new live observations.

Email / Admin / BPG / Chat Social Media / CRD / Tier 3

SME selection should be done on the following attributes:

 CSAT / DSAT / FCR scores

B) Taking Live calls:

Facilitator to identify 2 Types of Learner based on feedback and assessments:

a) Ready to go on Live Calls

a) Ready to go on Live Calls

A) Coaching / Knowledge development Time: Week 1 : 50 % & Week 2: 25%

Sales Call Support Call

NOTE: Additional guidance on blended Sales and Support Agents.

This skills reverification consists of 5 new call observations.

Sales Call Support Call

NOTE: Additional guidance on blended Sales and Support Agents.

NESTING WEEKLY PLAN:

 Meet/Greet QA and management team

Coaching / Learning Time (2 hours)

Coaching/ Learning Time (2 hours)

Login time: (4 hours)

Coaching/ Learning Time (2 hours)

Login time: (4 hours)

Coaching/ Learning Time (2 hours)

Login time: (4 hours)

Coaching/ Learning Time (2 hours)

Login time: (4 hours)

Coaching/ Learning Time (2 hours)

Coaching/ Learning Time (1hour)

Login time: (6 hours)

Coaching/ Learning Time (1hours)

Login time: (6 hours)

Coaching/Learning Time (1hours)

Login time: (6 hours)

Coaching /Learning Time (1hours)

Login time: (6 hours)

Coaching/Learning Time (1hours)

Login time: (6 hours)

Coaching/Learning Time (1hours)

Certificate of Nesting completion given to agent (see template – Page 24)

1. Attendance in training – up to only 1 day permissible throughout the entire training

 Eureka process updates

Nesting Completion Certificate

The targets start on the 1st week of Nesting.

Week: Glide Path

Calculation for DSAT Targets

Week 1 16%/70% = 22.8%

Eg if the Target is 10% the formula used is 10%/70%, 10%/80% etc

Week 1 10%/70%= 14.3%

You might also like