Call Analysis Dashboard
Import| Department | Username | CallDate | Agent Mood | Customer Mood | Summary | Call Recording | |
|---|---|---|---|---|---|---|---|
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | 😊 Happy | 🙂 Satisfied | The call involved the customer inquiring about home rescue cover with a focus on plumbing and electrics. The agent provided detailed information on available cover options and excess fees, accommodating the customer's hearing difficulties. The customer decided on a zero excess plan for £10.79 monthly. The call concluded with the customer expressing satisfaction and participating in a survey. | View | |
| NEWBUS |
Suhema
|
2025-09-16 13:24:00 | 😊 Happy | 🙂 Satisfied | The agent provided detailed information about a landlord cover policy, confirming details of the property and existing cover with British Gas. The customer agreed to start the policy and discussed the vulnerable tenant priority. The call concluded with an agreement on payment terms and marketing preferences. | View | |
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | 😀 Happy | 🙂 Satisfied | The agent assisted the customer in selecting a suitable home coverage plan, clarifying details about excess fees and appliance insurance. The customer understood the policy terms and was satisfied with the service received. The agent ensured that the cover excluded unwanted boiler services. | View | |
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | 🙂 Satisfied | 😐 Neutral | The call was initiated by the agent with a polite greeting, and the customer sought information on home rescue cover, specifically plumbing and electrics. The agent and customer discussed pricing options and excess fees. The customer experienced hearing difficulties, leading to repetitiveness in the explanation. Ultimately, the customer agreed to a cover plan with zero excess. Although the customer's queries were resolved, some compliance requirements were unmet, including confirmation of the property's type. | View | |
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | 🙂 Satisfied | 😕 Unhappy | The call involved a customer inquiry about home rescue cover. The agent provided detailed information about different plans and excess fees. The customer experienced difficulty in hearing but the agent adjusted and clarified the terms. Despite this, the customer seemed unsatisfied with some aspects of the conversation. | View | |
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | 😊 Happy | 🙂 Satisfied | The agent assisted a customer with inquiries about home rescue cover, primarily focusing on plumbing and electrical protection. The conversation included discussions about excess fees and the customer's existing cover with another provider. The agent showed empathy, adjusted communication for the customer's hearing issues, and ensured the customer understood the new policy details. | View | |
| PPCNewBusiness |
Arham Ahmed
|
2025-11-28 11:33:27 | 😐 Neutral | 😐 Neutral | The customer called to cancel their appliances cover while retaining the home plus cover. The agent attempted to assist by transferring the call to another department but did not provide detailed support or confirmation. Key compliance issues included lack of a welcome greeting, confirmation of customer details, and explanation of the cancellation process. | View | |
| NEWBUS |
Abdul Razzaq
|
2025-11-27 20:56:22 | 😊 Happy | 😊 Happy | The call involved setting up a Home Plus boiler cover policy for the customer. The agent offered a discount on the monthly fee and confirmed several details, including personal information, property details, and billing preferences. The customer was satisfied with the service and agreed to the terms and conditions of the cover. | View | |
| NEWBUS |
Shakeel Ahmed
|
2025-11-27 20:06:18 | 😀 Happy | 🙂 Satisfied | The agent offered a price reduction for a policy renewal, but the customer sought a better deal. The agent performed necessary customer verification but did not confirm the type of policy or satisfy all customer inquiries. Several compliance rules were not met, indicating areas for improvement. | View | |
| NEWBUS |
Raman Mukesh
|
2025-11-27 19:12:11 | 😐 Neutral | 😟 Unhappy | The call involved a discussion about boiler cover with 24-7 Home Rescue. The agent provided information on cover options and attempted to address the customer's concerns regarding pricing and auto-renewal. However, the customer expressed dissatisfaction with the terms, particularly concerning free cover and appliance coverage. Despite attempts to resolve the concerns, the customer ended the call feeling unhappy. | View | |
| NEWBUS |
Abdul Razzaq
|
2025-11-27 19:09:52 | 😐 Neutral | 😐 Neutral | The call involved a discussion about Home Essentials cover pricing with a mention of a potential discount. However, there was confusion regarding the pricing details. The call did not end with a clear resolution or satisfactory service to the customer. | View | |
| NEWBUS |
Abdul Razzaq
|
2025-11-27 19:09:52 | 😐 Neutral | 😐 Neutral | The call started with the agent greeting Mr. Ahmed and discussing the Home Essentials cover. The conversation primarily focused on the pricing details and whether a discount could be applied when purchasing online. The call ended with confusion as the customer did not receive clear guidance on the next steps. | View | |
| NEWBUS |
Abdul Razzaq
|
2025-11-27 19:09:52 | 😐 Neutral | 😐 Neutral | The agent offered a discounted price for the Home Essentials cover, but there was some confusion regarding the excess amount and the discount. The customer agreed to the price but seemed unsure about the next steps. The call ended without clear resolution, as the customer was left waiting for further instructions. | View | |
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | – | – | View | ||
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | – | – | View | ||
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | – | – | View | ||
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | 🙂 Satisfied | 😐 Neutral | The agent discussed home rescue cover options with the customer, explaining various excess fees and policy details. The customer, having difficulty hearing, selected a zero excess policy option. Personal information was collected, and the customer opted to receive documents by post. The agent was polite and tried to accommodate the customer's hearing difficulties. | View | |
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | – | – | View | ||
| PPCNewBusiness |
Emaan Ahmed
|
2025-10-06 16:00:01 | 😊 Happy | 😊 Happy | The agent assisted the customer with inquiries about home rescue cover, explaining details about plumbing and electrics. Despite the customer's hearing issues, the agent maintained a clear and respectful demeanor, confirming important details and handling questions effectively. The customer was satisfied with the purchase decision, opting for zero excess coverage. | View | |
| NEWBUS |
Syed Muhammad Arsalan Siddiqui
|
2025-11-30 15:57:19 | 🙂 Satisfied | 🙂 Satisfied | The agent discussed various pricing and discount options for home rescue coverage with the customer. They reviewed the details for covering multiple properties and the potential cashback through a specific site. The customer agreed to discuss the offer with their family before proceeding. | View | |
| NEWBUS |
Suhema
|
2025-11-30 15:57:04 | 😊 Happy | 😊 Happy | The agent assisted the customer in setting up a boiler cover policy, confirming details such as property type and boiler condition. They also discussed a promotion for appliance coverage, which the customer declined. The agent ensured all necessary information was provided, and the call concluded with setting up the policy. | View | |
| NEWBUS |
Suhema
|
2025-11-30 15:46:07 | 🙂 Satisfied | 🙂 Satisfied | The agent contacted the customer regarding border breakdown cover, offering a promotional discount. The customer mentioned canceling their previous cover with British Gas and addressed a current issue with their hot water. The customer planned to resolve the immediate issue before contacting back to take a new policy. | View | |
| NEWBUS |
Suhema
|
2025-11-30 10:34:09 | 🙂 Satisfied | 🙂 Satisfied | The agent from 24/7 Home Rescue called Steve to discuss a boiler breakdown cover, offering a promotion with no excess. Steve was interested in switching from his current provider due to unsatisfactory service. The agent confirmed personal details, explained policy features, and addressed Steve's queries. Steve agreed to the policy, and the call concluded positively. | View | |
| NEWBUS |
Suhema
|
2025-11-30 15:57:04 | 🙂 Satisfied | 😊 Happy | The call involved a comprehensive discussion regarding the customer's boiler cover. The agent confirmed the property details, age, and condition of the boiler. The agent offered options for additional covers and explored discounts. The customer opted to start the policy immediately, and the agent explained the payment terms and marketing preferences. The call concluded with an invitation to complete a survey. | View | |
| NEWBUS |
Suhema
|
2025-11-30 15:46:07 | 🙂 Satisfied | 🙂 Satisfied | The agent from 247 Home Rescue called a customer, Aaron, to offer a discounted boiler breakdown cover. The customer discussed a recent cancellation with British Gas Home Care and their current need to repair a broken boiler. The agent confirmed a 14-day cooling-off period and advised the customer to resolve the immediate issue with a local plumber. | View | |
| NEWBUS |
Suhema
|
2025-11-30 10:34:09 | 😊 Happy | 🙂 Satisfied | The agent offered a boiler cover to the customer at a discounted rate and explained it covered various aspects including home electrics and plumbing. Although an appliance trial was mentioned, the customer's appliances were not eligible due to age. The agent confirmed the updated policy start date and processed the policy with no extra cost to the customer. | View | |
| NEWBUS |
Suhema
|
2025-11-30 15:57:04 | 😊 Happy | 🙂 Satisfied | The agent from 24/7 Home Rescue contacted the customer regarding a boiler cover. They discussed policy options, payment arrangements, and sending documents via email and post. The agent confirmed marketing preferences and authorised another person on the account. The call ended with the customer agreeing to a survey and expressing satisfaction with the price. | View | |
| NEWBUS |
Suhema
|
2025-11-30 15:46:07 | 🙂 Satisfied | 😐 Neutral | The agent from 24/7 Home Rescue contacted Aaron, who was previously with British Gas Home Care. Aaron was offered a discounted rate for boiler breakdown cover. However, due to a 14-day policy restriction, he planned to resolve the current issue locally first. | View | |
| NEWBUS |
Suhema
|
2025-11-30 10:34:09 | 🙂 Satisfied | 🙂 Satisfied | The agent provided a comprehensive overview of the boiler breakdown cover, offering discounts and explaining policy features. The customer inquired about specifics and confirmed details, expressing satisfaction with the policy start date and terms. The agent attempted to upsell additional promotions but respected the customer's decisions. | View |