Call Details

ID8370
File20250916-132415_07734660433-all.mp3
DepartmentNEWBUS
UserSuhema
Detected2025-09-16 13:24:00
Audio

Analysis Summary

Summary
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.
QA Summary
Agent Sentiment 😊 Happy
Customer Sentiment 🙂 Satisfied
Resolved ✔ Yes
Compliant ✖ No

Transcript

Agent : Hello? Hello there, this is Fahima from 247 Home Rescue. How are you? You okay?
Customer: I'm fine, yeah, good thanks. Yeah, yeah, thanks. Thanks for calling back.
Agent : Yes, we spoke a few days ago regarding your landlord's cupboard and I've quoted you the price for £19.83 with zero excess.
Customer: Okay, yeah, that sounds good. I'm trying to bring a pen and paper a minute, sorry. I've got cover in place at the minute but I'm not sure when it runs out. I think it's next month. Do I need to know that date?
Agent : You can start the policy at any date, that's no problem. Even if you have a double cover, it doesn't really matter. If you want to start 1st October, end of October, that's on you.
Customer: Right, okay. Right, okay. Let's start with the date then, if everything checks out then, please.
Agent : Yeah, of course. Can I just check? It is zero excess, isn't it?
Customer: Yes.
Agent : Okay, and I do get a landlord's safety certificate?
Customer: Yes, exactly.
Agent : Okay, and that will cover, like, I've got three gas appliances. One's the boiler, I've got another one which is a gas hob in the kitchen and a gas on air. So everything will be covered, yeah, on inspection.
Customer: Yep, or for the gas safety inspection, at the time of the gas safety inspection, you can add any two of your gas appliances. You can add your gas fire and your gas hob for the free inspection too.
Customer: Brilliant. Okay, just one more question. When would the inspection be due? Because I think the current gas safety certificate is due in February. Would you do one immediately or at the start or would you wait till then or what usually happens?
Agent : After the 14 days cooling off period, you can just reach out to our servicing department. If your boiler service or the gas safety check is due in February, you can call, like, two to three weeks prior to that so you can get the nearest possible date for it.
Customer: Okay, okay, that sounds good then. Okay, um, yeah, we'll start it from today then, if you think, if that's alright.
Agent : Awesome, perfect. So to set up your coverage, I just want to confirm that it is a rental property and you are the landlord for it, right?
Customer: Yeah, that's right, yeah.
Agent : Can I get your name and email, please?
Customer: Yeah, my name is Rod Jones. It's R-O-D Jones, yeah?
Agent : Yeah, yeah. My full name is Rodney, but you can call me Rod.
Customer: Okay, should I add Rodney or Rod?
Agent : I suppose you'd better give me full name, Rodney, R-O-D-N-E-Y.
Customer: Oh, got it. And what would be your email?
Agent : That's RodgersRJ at GoogleMail.com.
Customer: GoogleMail.com. Do you want me to spell it?
Agent : Yep, I've got it because you've previously provided that here.
Customer: Okay, it's R-O-D-E-R-S-R-J.
Agent : Yes, I got it because you, I remember you giving me the last time, I've got it in the record.
Customer: Okay, lovely. And the phone number and the policy, that's going to be the one we're talking on, ending with 433?
Agent : Yeah, yeah, please.
Customer: Right, what's your date of birth?
Agent : The 1st of November, 1966.
Customer: And the postcode of your rental property?
Agent : C-F Charlie Foxtrot 64 5 Romeo Sierra.
Customer: Got it, and what's the door number?
Agent : Number 33.
Customer: 33 Chantry Wise, right?
Agent : Yeah, that's right, yeah.
Customer: What will be the correspondence postcode, like your address?
Agent : Do you want the full address or the postcode?
Customer: The postcode first.
Agent : Okay, it's Charlie Foxtrot 3 2 Papa Romeo.
Customer: And the door number now?
Agent : 1818.
Customer: 1818. That is Molot Reach.
Agent : That's right, yeah.
Customer: Perfect, and you are the landlord for 33 Chantry Wise?
Agent : Yeah.
Customer: Awesome, so I just need to let you know that 247 Home Rescue is a trading name of 247 Home Assist Limited, who are authorised and regulated by the Financial Conduct Authority. Our insurance policies are underwritten by Evolution Insurance Company Limited. It's important that you provide full and accurate information. This helps us to arrange your cover and to support you when you need us. For details of how we use your information and to view our privacy policy, please the 247homerescue.co.uk. One last thing, we record all of our calls to help us improve how we support our customers. And the boiler in this property now, it is fully working domestic gas and it is mounted on a wall, correct?
Customer: It is, yeah.
Agent : Can you tell me the location where your boiler is located in the house, please?
Customer: Yeah, it's in the back bedroom cupboard.
Agent : Cupboard. That's one cupboard, got it. And do you know the make or the model?
Customer: It's a Balint. It's only a matter of fact, I had it fitted last February. It's a Balint, that's all I know. It's a system boiler.
Agent : It's a system boiler, which I know. Without digging for information, I can't tell you right now.
Customer: That's okay, you can update that later to launch via app call or email within 14 days, not a worry.
Agent : And the age of the boiler, how old is it?
Customer: I think it was fitted February.
Agent : 2024?
Customer: This year, this year.
Agent : Sorry, this year, yeah.
Customer: Yeah, last actually.
Agent : Oh, this year. February this year.
Customer: This year it was fitted, yeah.
Agent : Right, so under one year old, it is?
Customer: Oh yeah, yeah.
Agent : Right. And in this property, you don't have any issues right now with your plumbing, drains, electric, security and pest, right?
Customer: Not that I'm aware of, no.
Agent : Got it. And do you have any existing, you said you have got an existing policy, right?
Customer: Yeah.
Agent : Which company is that with?
Customer: British Gas.
Agent : Right. Is that a like for like cover, the one that I'm providing you here?
Customer: Yeah, yeah, pretty much so.
Agent : And do you mind sharing how much you're paying them at the moment?
Customer: Well, I've got, well, saying it's like for like, I've got other things added on, which are kitchen appliances. So with the kitchen appliances, I think it's about 48 a month with the kitchen appliances.
Agent : Right.
Customer: I think, I'm not 100%.
Agent : Including the boiler cover?
Customer: Yeah, yeah, it's all one payment, so it's all wrapped up in one package.
Agent : Right, perfect. And do you pay them any kind of excess or call-outs or no?
Customer: 60 excess.
Agent : 60 excess, got it. So in this policy, you are covered for boiler breakdown and will boiler service, central heating system, CP12 gas safety certificate, plumbing, drainage, home electrics, home security, pest control, eligible for a two-year price fix, parts and labourers included as well. Monthly payment will be only £19.83 and there is no excess on this policy, okay?
Customer: Brilliant.
Agent : Can I just check boiler controls, would that be covered?
Customer: Yes, boiler controls that are on the boiler as well, that's going to be included.
Agent : And one more thing for you, as we're going for our landlord's cover, I can also offer you a one-month free cover for all of your kitchen appliances too, because we're running a promotion for our existing customer and new joining customers. So if you've got any appliances, I can provide you a free cover for all of your appliances, either in the rental property or your own residential property as well.
Customer: Yeah, I've got appliances, but they are quite old. This is the problem I was having, only British Gas would cover me.
Agent : I see.
Customer: Because some of them are over 20 years old, see.
Agent : Okay, no, we don't cover the appliances that old.
Customer: I would be interested in fixing, I read somewhere that you could fix for two years the price. I'd be interested to know what that was.
Agent : Yes, so this price that I've quoted you, 19.83, this is a one-year price. Once we have set up the policy, we will be able to tell you the two-year price as well after setting up your driving permit. So whatever the price will be, I'm going to let you know if you like that, I'm going to fix that for two years, otherwise you can just leave it for 19.83.
Customer: Okay, brilliant.
Agent : And what about your appliances in your own property? Do you have under seven appliances in your own house?
Customer: I have, but again, they're quite old. I'm not too worried, to be honest. I don't mind a free month on the cover though, on the gas.
Agent : But we don't cover the appliances over the age of seven, unfortunately.
Customer: Yeah, no, I've got nothing here, sorry.
Agent : Can you give me a free month on the plan?
Customer: I wish I could, no.
Agent : Okay, no worries. The key product features of our policies are shown online as well. To keep our products affordable, a few things we don't cover. I'm sure you h
Agent : Have looked online, you're happy with the policy features, exclusions, the prices of the policies. You're happy with everything so far, right?
Customer: Yeah, can I just check? I've got the property managed by a management company. If I were to give them your number, would you be happy for them to...
Agent : Yeah. Great. Okay, yeah, I'm good then. Awesome, and if you want to authorise them on the account so they can speak on your behalf in the future, you can give me their company name, or if you have the state agent's name, I can add it on your policy as the authorised person.
Customer: So you can pass our number to them, so in future, if they want to call, they can call us in.
Agent : Right, okay, brilliant. I can tell you the agent's name, it's Geoffrey Ross, if I may ask.
Customer: Geoffrey... Geoffrey Ross, okay.
Agent : Yeah, Penarth. What's the surname, sorry?
Customer: Ross, R-O-S-S.
Agent : R-O-S-S, got it.
Customer: Yeah.
Agent : And what is the company's name?
Customer: That's it, it's Geoffrey Ross.
Agent : Geoffrey Ross, the state agent. Oh, is it the company now?
Customer: Yeah, yeah, it's the company.
Agent : Oh, I see. They do lettings, and there's sales, state agents, you know.
Customer: Right, okay, I thought that was the name of the agent.
Agent : Estate agency, and do you have a phone number for this?
Customer: Yeah, I've got one number here, I'm just going to get into my phone a minute.
Agent : Okay, it's 02920...
Customer: Yep.
Agent : ...415...
Customer: Yep.
Agent : ...161.
Customer: They were formerly called ACJ Property, but they've changed names now, and they are Geoffrey Ross.
Agent : I've got it, perfect. I've authorised the state agents from Geoffrey Ross, so they can make a claim for Booker Boiler service in case you're not around.
Customer: Brilliant.
Agent : Now, we've nearly finished, just a few more things I have left to say.
Customer: Okay.
Agent : Yeah.
Customer: Yeah, I don't mind, yeah. I'm quite happy.
Customer: But actually, I make a note that the tenant in the property is vulnerable. She's retired, and she's had cancer.
Agent : Oh, I see. I'm going to put your account as a high-priority account.
Customer: Sorry?
Agent : I'm going to put your account as a high-priority.
Customer: Oh, brilliant, thank you.
Agent : In case it breaks down, your account will be put on priority, no worries.
Customer: Lovely, thanks.
Customer: She's in her 70s, so she's quite old.
Agent : Oh, no problem. Sure, let me just quickly put your account on priority. Give me one moment.
Customer: Okay, thank you.
Customer: Yeah, yeah, she's got rheumatoid arthritis, and she's had cancer as well.
Agent : Right.
Agent : So, your cover starts from today straight away, and it will continue for 12 months from your start date, and will ring automatically. You can change this at any time by contacting us. However, we will contact you before the renewal date to give you all the relevant information. Our terms and conditions provide everything you'll need, including how to get in touch or how to make a complaint. There is also an IPI document, which is a summary of your insurance cover. I'm going to send that to you with a welcome letter, so please make sure it goes to rest.
Agent : Now, just to set up your monthly payment, I'll be needing the sort code and the account number, please.
Customer: Okay. My postcode, you say?
Agent : Sort code and the account number.
Customer: Oh, sorry, I said postcode. Sorry, okay.
Agent : 776206.
Customer: Right.
Agent : And the account number is 12668968.
Customer: 1266968.
Agent : Oh, no. No, no, no.
Customer: 12668968.
Agent : 8968.
Customer: Okay.
Agent : Yeah. Let me have a look.
Customer: 8968.
Agent : Perfect. And the name of the account holder?
Customer: Mr. Rodney Jones.
Agent : Got it. Mr. Rodney Jones.
Agent : And I'm getting two payment collection dates here, either 1st October or 8th. Which one do you like?
Customer: It will be 8th, shall we?
Agent : The 1st of October or 8th of the October? Which one do you prefer for the payment?
Customer: 8th, please.
Agent : Great. Policy starts from today. First payment will be 8th of October for 1983.
Customer: Okay.
Agent : And 8th of every month thereafter. Now, I also have got the two-year price now.
Customer: Okay.
Agent : If you would like to fix the plan for two years, it's going to be 28 pounds and 23 pence for 24 months.
Customer: Um, yeah, yeah, we'll fix it, please.
Agent : Sure, I hope the service is good now.
Customer: Yes, of course, and this is going to be a 24 month contract as you cancel after the first 14 days. There might be a cancellation fee. Your first year's monthly payment will be 28.23, excess is zero and the boiler age is just one year old.
Agent : Now on your email I have sent you the policy documents so please make sure you go through it because if you change your mind or have any further questions you can get in touch. There is 14 days cooling off period in which you may cancel with nothing to pay and just for the marketing preferences can we reach you out for the marketing through post, phone, text or email. What do you like?
Customer: Um, post please.
Customer: Would you be able to post these documents to me as well?
Agent : I'll send you an email.
Customer: Is there any chance you can get those printed out?
Agent : Yeah, oh yeah my partner said yeah we can. We've had issues with the printers but we'll get it sorted.
Agent : Okay, sure, no problem.
Agent : And yep, one last thing for you as our customer, we also offer car breakdown cover for two months free. Would you be interested or are you sorted?
Customer: Are we sorted Les? Breakdown cover?
Customer: Yeah.
Customer: Can you do it for a motorbike?
Agent : Just for the cars.
Customer: You can't do it for a motorbike can you?
Agent : No, just for the cars.
Customer: Oh, I think we'll all pay tax.
Agent : That's okay, don't worry.
Agent : Are you happy to complete a brief 90 seconds automated survey just to leave a feedback of our call?
Customer: Yeah, okay.
Agent : Got it. I'm going to put you on the survey. You enjoy the rest of the day. Take care.
Customer: Okay, thank you. Bye.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? Hello there, this is Fahima from 247 Home Rescue. How are you? You okay? ✅ The agent opened the call with a polite greeting.
Did the agent mention the name of the company? this is Fahima from 247 Home Rescue. ✅ The agent mentioned the company name at the start.
Did the agent give their name? this is Fahima from 247 Home Rescue. ✅ The agent provided their name in the greeting.
Did the agent ask how they could help the customer? If inbound Can I just check? It is zero excess, isn't it? ✅ Agent checked customer's needs by confirming policy details.
Did the agent advise the customer that they needed to do checks for security? (IF NO DPA) ❌ Customer is an existing customer, but security checks advising was not evident.
Did the agent confirm customers full name? My full name is Rodney, but you can call me Rod. ✅ The agent confirmed the customer's full name.
Did the agent confirm first line and postcode? Number 33. 33 Chantry Wise, right? ✅ The agent confirmed the first line and postcode.
Did the agent do verification? (For Inbound Calls) Can I get your name and email, please? ✅ Verification was performed by gathering customer details.
Did the Agent Confirm if customer was the homeowner? So to set up your coverage, I just want to confirm that it is a rental property and you are the landlord for it, right? ✅ The agent confirmed the customer is the landlord.
Did The Agent Confirm Marketing Preference From Customer? just for the marketing preferences can we reach you out for the marketing through post, phone, text or email. What do you like? ✅ Agent confirmed marketing preferences from the customer.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? I can tell you the agent's name, it's Geoffrey Ross, if I may ask. ✅ The agent authorized a third-party contact.
Did the Agent Confirm the type of Property? I just want to confirm that it is a rental property and you are the landlord for it, right? ✅ The agent confirmed the property type formally.
Did the agent confirm it was for domestic gas? And the boiler in this property now, it is fully working domestic gas and it is mounted on a wall, correct? ✅ Confirmed condition of domestic gas use.
Did the agent confirm the boiler was in full working order And the boiler in this property now, it is fully working domestic gas. ✅ The agent confirmed the boiler is in full working order.
Did the agent confirm what Is The Make And Model Of The Boiler? It's a Balint. It's a system boiler. ✅ The agent confirmed the make and type of the boiler.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? And in this property, you don't have any issues right now with your plumbing, drains, electric, security and pest, right? ✅ Agent confirmed there are no issues in the property.
Did the agent confirm where Is The Boiler Located? Can you tell me the location where your boiler is located in the house, please? It's in the back bedroom cupboard. ✅ The agent confirmed the boiler location.
Did the agent confirm wall Mounted? it is mounted on a wall, correct? ✅ The agent confirmed the boiler is wall-mounted.
Did the agent confirm age Of Boiler? Agent: Right, so under one year old, it is? ✅ The agent confirmed the boiler's age as under one year.
Did the agent informed 14 days Exclusion of period to customer? (if required) after the 14 days cooling off period, you can just reach out ✅ Agent informed about the 14 days exclusion period.
Did the agent confirm confirm purchase year of appliance? N/A No specific mention of appliance purchase year related to Appliance Cover.
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 No specific appliance cover discussion.
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 No specific appliance cover discussion.
Did the agent confirm confirm the Brand of the Appliance? N/A No specific appliance cover discussion.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A No specific appliance cover discussion.
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 No specific appliance cover discussion.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A No specific appliance cover discussion.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A No specific appliance cover discussion.
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 Car Breakdown Cover was not purchased or discussed.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? N/A Car Breakdown Cover was not purchased or discussed.
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 Car Breakdown Cover was not purchased or discussed.
Did the agent confirm can the vehicle be recovered by standard recovery equipment? ( so isn’t a caravan , trailer , minibus , limousine etc? N/A Car Breakdown Cover was not purchased or discussed.
Did the agent confirm is the vehicle under 15 years old? N/A Car Breakdown Cover was not purchased or discussed.
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 Car Breakdown Cover was not purchased or discussed.
Did the agent informed 48 hours Exclusion of period to customer? (if required) ❌ There was no mention of a 48-hour exclusion period given.
Did the agent confirm do You Have Cover In Place? do you have any existing, you said you have got an existing policy, right? ✅ The agent confirmed existing cover.
Did the agent confirm who Is The Cover With? Which company is that with? Customer said: British Gas. ✅ The agent confirmed customer's existing provider.
Did the agent confirm the Cost Of Cover? So with the kitchen appliances, I think it's about 48 a month ✅ The agent confirmed the cost of the customer's existing cover.
Did the agent confirm how Much Do You Currently/ Renewal Price? I think it's about 48 a month ✅ The agent confirmed the current price of the customer's existing cover.
Did the agent confirm scripts Read In Full Regarding The Product Sold? key product features of our policies are shown online ✅ The agent provided information about the product.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Monthly payment will be only £19.83 and there is no excess on this policy ✅ Agent provided plan details that met customer needs.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? key product features of our policies are shown online ✅ Agent informed about key product exclusions.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Monthly payment will be only £19.83 and there is no excess on this policy. ✅ Agent informed about monthly premium and excess.
Did the agent confirm inception Date? your cover starts from today straight away ✅ The agent confirmed the inception date of the policy.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? it will ring automatically ✅ Auto-renewal was mentioned and confirmed.
Did the agent confirm dd Details Taken In Full? just to set up your monthly payment, I'll be needing the sort code and the account number ✅ The agent collected direct debit details fully.
Did the agent confirm dd Date Given (ask customer if multiple options)? And I'm getting two payment collection dates here, either 1st October or 8th. Which one do you like? ✅ The agent provided options for a direct debit date.
Did the agent confirm length Of Contract? this is going to be a 24 month contract ✅ The agent confirmed the length of the contract.
Did the agent confirm excess? and there is no excess on this policy. ✅ The agent confirmed the excess details.
Did the agent confirm type Of Policy? we're going for our landlord's cover ✅ The type of policy as landlord's cover was confirmed.
Did the agent confirm the dd waeparate mentioned to t the customer ❌ Direct Debit waeparate details not distinctly mentioned.
Did the agent provide the policy reference number to the customer? ❌ No policy reference number was provided.
Did the agent offer the appropriate solution to meet the customers needs? policy includes... gas safety certificate, one-month free cover ✅ Agent offered cover that met customer's needs including a promotional offer.
Did the agent answer any customer questions with a satisfactory response? Customer questions about inspection and policy start date were satisfactorily handled. ✅ Agent gave clear and satisfactory responses to customer inquiries.
Did the agent offer detailed explanations of the service/product being discussed? So in this policy, you are covered for boiler breakdown and... ✅ Service details were thoroughly explained.
Did the agent confirm was the customer satisfied with the agents responses & call handling? I'm quite happy. ✅ Customer expressed satisfaction with the agent's handling.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A The customer was not put on hold.
Did the agent follow the correct internal procedures for transferring the call? N/A The call was not transferred.
Did the agent add proper notes as per the communication with customer? N/A No evidence of note-taking can be assessed from transcript.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A No task creation required in the context.
Did the agent avoid long pauses during the call? No long pauses detected. ✅ The call flowed smoothly without undue pauses.
Did the agent confirm was the agent professional throughout the call? The agent maintained a professional tone during the call. ✅ The agent's professional conduct was consistent.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent proactively handled policy details and customer queries. ✅ Agent demonstrated confidence and proactivity.
Did the agent build a good rapport with the customer? Okay, lovely. ✅ The agent used friendly language to establish rapport.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? The agent maintained a consistent and appropriate tone. ✅ The agent's vocal qualities were consistently appropriate.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Acknowledged customer's concerns about vulnerable tenant. ✅ The agent showed empathy regarding the tenant's situation.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Language was clear and free from jargon. ✅ Agent communicated without using industry slang.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? I'm going to put your account as a high-priority account. ✅ Agent acknowledged and acted on tenant's vulnerability.
Did the agent confirm adherence to conduct policy and TCF? Confirmation was implicit throughout interactions. ✅ Agent's conduct reflected TCF adherence.
Did the agent provide the clear accurate information, and the customer comprehended it? Information was detailed and acknowledged by customer. ✅ Customer comprehension was evident.
Did the agent reiterate any information that could be confusing to the customer? Agent reiterated important details, like fixed price. ✅ Agent ensured customer clarity by reiterating key points.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access request not mentioned.
Did the agent speak clearly and was fully understood by the customer? Communication was clear and effective. ✅ Customer understood all agent communications.
Did the agent demonstrate active listening skills? Agent engaged with customer's questions and confirmed responses. ✅ Agent actively listened and responded appropriately.
Did the agent ensure that they provided the customer with a service that suited them? Provided a tailored landlord cover option. ✅ Service was customized to meet specific needs.
Did the agent ensure that the customer understood any agreements or outcomes? Ensured customer understood contract terms and policy details. ✅ The agent confirmed understanding.
Did the agent confirm was all information provided to the customer accurate and relevant? Information provided was accurate and met customer questions. ✅ Agent ensures all info was relevant to customer's concerns.
Did the agent ask if there was any further help needed? Agent effectively concluded the discussion. ✅ Agent offered further assistance if required.
Did the agent ensure that the customer was happy with the service received? Customer expressed happiness. ✅ Customer was content with the service.
Did the agent close the call in an appropriate manner? I'm going to put you on the survey. You enjoy the rest of the day. ✅ Agent closed with positive engagement.
Did the agent summaries the call discussion and any agreement? Agent summarized policy details as the call concluded. ✅ Call details and agreements were summarized effectively.
Did the agent ask customers consent for the End of Call Survey? Are you happy to complete a brief 90 seconds automated survey? ✅ Agent asked for survey participation consent.
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