Example of results achieved through QTI FoQus Coaching

• In June 2004, QTI implemented the FoQus coaching program in a national hotel chain with an excess of 100 properties.

• In the first month of the program, more than 150 coaching sessions were required to address the needs of the agents.

• Within 4 months, the number of coaching sessions required was reduced by 95%

Frequently Asked Questions;

1) What triggers the coaching requirement?

• Coaching is triggered by consecutive errors on the same criteria item on successive calls.

2) How are the coaching triggers determined?

• Initially they are set a low level to capture the most pressing needs. Over time as performance is improved, the triggers are tightened up to "raise-the-bar" on performance.

3) Who is informed that coaching is required and how?

• As soon as it has been determined that coaching is needed, the FoQus coach contacts the GM or other designated supervisor to schedule a few minutes with the agent to go through the appropriate coaching session. Usually this takes about 15 minutes.

4) What scoring criteria is used to evaluate the agents?

• QTI is able to evaluate the agent's performance against the QTI Universal Reservation Guidelines or any set of custom criteria that may be in use on-property.