Call Details
| ID | 8369 |
|---|---|
| File | 20251006-160101_01873831723-all.mp3 |
| Department | PPCNewBusiness |
| User | Emaan Ahmed |
| Detected | 2025-10-06 16:00:01 |
| Audio |
Analysis Summary
| Summary |
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.
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|---|---|---|
| QA Summary | ||
| Agent Sentiment | 😊 Happy | |
| Customer Sentiment | 🙂 Satisfied | |
| Resolved | ✔ Yes | |
| Compliant | ✖ No | |
Transcript
Agent :
24-7 Home Rescue, this is Imanis speaking. How may I help you?
Customer:
Oh, good afternoon. That was a quick response. Hello, I was wondering about the home rescue cover, please.
Agent :
Okay, this is 24-7 Home Rescue. May I know which level of cover you are interested in?
Customer:
Can you tell me the name of the cover? It's plumbing and electrics.
Agent :
Plumbing and electrics. Like in Home Essentials, where we cover plumbing, home electrics, home security, pest control and drainage?
Customer:
Yes, the home... (Further details about cover options and excess fees were discussed, leading to the customer choosing zero excess for £10.79 monthly.)
Per-rule Checks
| Check Name | Evidence | Passed | Details |
|---|---|---|---|
| Did the agent open the call politely and with a welcome greeting? | Agent said: 24-7 Home Rescue, this is Imanis speaking. | ✅ | The agent began the call with a polite greeting. |
| Did the agent mention the name of the company? | Agent said: 24-7 Home Rescue. | ✅ | The agent mentioned the company's name at the start of the call. |
| Did the agent give their name? | Agent said: this is Imanis speaking. | ✅ | The agent introduced themselves by name. |
| Did the agent ask how they could help the customer? If inbound | Agent said: How may I help you? | ✅ | The agent asked how they could assist the customer. |
| Did the agent advise the customer that they needed to do checks for security? (IF NO DPA) | N/A | Customer is not an existing 24/7 Home Rescue customer in this call. | |
| Did the agent confirm customers full name? | N/A | Customer is not an existing 24/7 Home Rescue customer in this call. | |
| Did the agent confirm first line and postcode? | N/A | Customer is not an existing 24/7 Home Rescue customer in this call. | |
| Did the agent do verification? (For Inbound Calls) | N/A | Customer is not an existing 24/7 Home Rescue customer in this call. | |
| Did the Agent Confirm if customer was the homeowner? | Customer said: Yes, I am the homeowner. | ✅ | The agent confirmed the customer is the homeowner. |
| Did The Agent Confirm Marketing Preference From Customer? | Agent said: For marketing preference, which option is best for you? | ✅ | The agent asked and noted the customer's marketing preference. |
| Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? | Customer said: Yes, my husband. Agent said: Can you confirm your husband's name? | ✅ | The agent confirmed the authorized person and their contact. |
| Did the Agent Confirm the type of Property? | N/A | The type of property was not explicitly confirmed in the call. | |
| Did the agent confirm it was for domestic gas? | Agent said: our gas system... | ❌ | The agent mentioned gas but the cover was not selected. |
| Did the agent confirm the boiler was in full working order | Agent said: Well, ma'am, I'm sorry... | ❌ | The call mentioned a back boiler, but it was not covered. |
| Did the agent confirm what Is The Make And Model Of The Boiler? | N/A | The condition was not sufficiently met in the call. | |
| Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? | Agent said: No. All right. Great. | ✅ | The agent confirmed the customer had no issues. |
| Did the agent confirm where Is The Boiler Located? | Agent said: Well, I'm sorry, it's a back boiler. | ✅ | Location was confirmed during the cover discussion. |
| Did the agent confirm wall Mounted? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm age Of Boiler? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent informed 14 days Exclusion of period to customer? (if required) | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm confirm purchase year of appliance? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm your appliance is in good working order at the time of taking out this policy, was bought in UK as new or was in your property when you bought the property? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm confirm the Brand of the Appliance? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm your appliance is no more than 7 years old at the date of taking out this policy, or 10 years at renewal? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent informed 30 days Exclusion of period to customer? (if required) | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm is the vehicle ordinarily kept at your home address, within the territorial limits of mainland England, Scotland and Wales.? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm is the vehicle maintained in a roadworthy condition and meet all legal requirements (e.g. MOT , Insurance and Road Tax)? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm can the vehicle be recovered by standard recovery equipment? ( so isn’t a caravan , trailer , minibus , limousine etc? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm is the vehicle under 15 years old? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm has the vehicle ever been used for motor racing, off road driving, rallies , track days , speed or duration tests? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent informed 48 hours Exclusion of period to customer? (if required) | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm do You Have Cover In Place? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm who Is The Cover With? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm the Cost Of Cover? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm how Much Do You Currently/ Renewal Price? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm scripts Read In Full Regarding The Product Sold? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm inception Date? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm dd Details Taken In Full? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm dd Date Given (ask customer if multiple options)? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm length Of Contract? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm excess? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm type Of Policy? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm the dd waeparate mentioned to t the customer | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent provide the policy reference number to the customer? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent offer the appropriate solution to meet the customers needs? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent answer any customer questions with a satisfactory response? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent offer detailed explanations of the service/product being discussed? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm was the customer satisfied with the agents responses & call handling? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent follow the correct internal procedures for putting the customer on hold? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent follow the correct internal procedures for transferring the call? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent add proper notes as per the communication with customer? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent avoid long pauses during the call? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm was the agent professional throughout the call? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm was the agent pro-active and confident throughout the call? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent build a good rapport with the customer? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent show empathy towards the customer if required (EG- Apologizing?) | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm adherence to conduct policy and TCF? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent provide the clear accurate information, and the customer comprehended it? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent reiterate any information that could be confusing to the customer? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent Inform customer of subject access request? (If needed) | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent speak clearly and was fully understood by the customer? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent demonstrate active listening skills? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent ensure that they provided the customer with a service that suited them? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent ensure that the customer understood any agreements or outcomes? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent confirm was all information provided to the customer accurate and relevant? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent ask if there was any further help needed? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent ensure that the customer was happy with the service received? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent close the call in an appropriate manner? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent summaries the call discussion and any agreement? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. | |
| Did the agent ask customers consent for the End of Call Survey? | N/A | Rule not mentioned in model response; assumed not applicable or not detected. |