Call Details

ID8369
File20251006-160101_01873831723-all.mp3
DepartmentPPCNewBusiness
UserEmaan Ahmed
Detected2025-10-06 16:00:01
Audio

Analysis Summary

Summary
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.
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?
Agent : It's plumbing and electrics. Plumbing and electrics. Like in Home Essentials, where we cover plumbing, home electrics, home security, pest control, and drainage?
Customer: Yes, the home. Our gas system is too old. I think you've probably got a limit on the age for a gas system.
Agent : Okay, ma'am. Just confirm one thing. You don't want any boiler breakdown or central heating stuff. You just need plumbing, home electrics, home security, pest control, and drainage, right?
Customer: Yes. [Continued]
Agent : Sorry, what was that?
Customer: Well, you've got here half-price home emergency cover on the internet for $13.99.
Agent : Well, ma'am, you're talking about the boiler breakdown cover.
Customer: I have hearing problems, so I'm struggling to hear you.
Agent : I have four levels of access, 0, 45, 75, and 95. Which one is best for you?
Customer: I don't understand, I don't understand the 0, 45, 75, 95. I don't understand what you mean by that.
Agent : Let me explain it to you. Can you hear me okay now?
Customer: Right. [Continued]
Agent : So ma'am, these are the excess fees. Do you know what excess is?
Customer: Yes, excess. So every time I call somebody out, I've got to choose one of those that I want to pay, yes?
Agent : Yeah.
Customer: Okay, and that would be for electrics and plumbing?
Agent : For everything, whenever you make a claim for any kind of thing, you have to pay the excess.
Customer: Right, and I'll go with that, 13.19, that would be lovely.
Agent : Perfect, perfect, just give me a quick moment.
Customer: And that's a two-year fixed price?
Agent : This is for 12 months, ma'am. [Continued]
Agent : May I know ma'am, what's your first name?
Customer: It's Annette.
Agent : Your last name?
Customer: Lumpkin, it's L-U-M-P-K-I-N.
Agent : Perfect. Do you want to use the same phone number which is ending on 723?
Customer: Yes, please.
Agent : Your email please.
Customer: I haven't got email. [Continued]
Agent : May I know what's your date of birth?
Customer: It's 15 11 61 1961.
Agent : And I believe you're getting this cover for your residential property and you are the homeowner?
Customer: Yes. [Continued]
Agent : What's your postcode?
Customer: N for Newport 7 9 r a.
Agent : Got it. What's your first line of address?
Customer: 15 penny bonds. [Continued]
Agent : I believe ma'am your boiler is gas domestic fully working and mounted on the wall?
Customer: No, our boiler is a back boiler behind the fire.
Agent : Well ma'am, I'm sorry to let you know that we don't cover back boilers.
Customer: I know that's why I only wanted plumbing and electrics.
Agent : cover I can also offer you a plumbing home electrics home security pest control cover for you is that okay that's the one I wanted yes okay that's completely fine just give me a quick moment okay so just bear with me okay okay so now I'm just going to let you know the price of the home essentials just give me a minute so if you still go with the 45 excess okay then the price of home essential for you after providing the discount will be oh my god just bear with me okay will be four pounds and 49 pence are you okay with that what if we have the zero then with the zero excess after providing the discount it will be 10 pounds and 79 pence yeah I'll have the zero then please perfect let's move forward on that. And I want to know, do you have any issue with your plumbing, drainage, electrics, infestations of pest in your house, security issue, broken doors or windows, insecure?
Customer: No, nothing. Oh, they're all secure, yes. Nothing is broken.
Agent : All right. Great. And do you have any existing home essentials cover with any other provider or a boiler breakdown cover with any other provider?
Customer: I have. I'm going to ring them up and cancel in a minute because it's the end of term. It's the end of the year. So I've had a letter through and they've upped it by quite a lot. So that's why I thought I'd ring you first and then I'll ring them up and cancel.
Agent : Brilliant idea. May I know what's the company name?
Customer: It's HomeServe.
Agent : HomeServe. And they're offering you... £24.39 a month. For what? For home essentials or for boiler breakdown?
Customer: No, for electrics and plumbing.
Agent : Okay. Just bear with me. All right. I got it. And do you pay excess to them or no?
Customer: No.
Agent : Brilliant. Let's get back to on the cover that you're interested in. So ma'am, in the home essentials, we are going to cover you drainage, home electrics, home security, pest control and plumbing. And the key product features are shown online to keep our products affordable. They're also something that we don't cover. I believe if you look online and you're happy, you understand with these features, prices, exclusions, everything.
Customer: Yeah.
Agent : Great. We'll send you the full terms and condition. Please take some time to read to them. If anything isn't clear, please, ma'am, get in touch. Right now you're going with zero excess and your monthly premium is £10.79.
Customer: Yes.
Agent : So we are nearly finished. And I want to let you know one more thing, ma'am. As you're a new joining customer and also going ahead with our home essentials cover, to our valued customer, we are also offering a complete one month free cover on your all kitchen appliances. It could be washing machine, fridge, freezer, tumble dryer, things like that for a one month free. So in the free and the 30 days in the free trial, you can read the terms and condition. You can compare the prices with your current or any provider. And if you like the cover and you want to keep the cover, you can keep it with a discounted price. And if you think this cover is not ideal for you, you want to cancel it. You can cancel with nothing to pay by email or by call.
Customer: All right? Because it's a completely one month free cover on your all kitchen appliances. All right? How much is the one month cover? Let me let you know that. Just provide me the information for the appliances that I'm going to ask you. Can you please confirm it?
Customer: Do you have dishwasher? No.
Agent : Okay. Do you have washing machine?
Customer: Yes.
Agent : All right. Do you have tumble dryer?
Customer: No.
Agent : So just a washer dryer?
Customer: No, just a washing machine. Just a washing machine. Do you have hob?
Customer: I have a cooker. A range master cooker?
Customer: No, just a, just a, um, um, what's that? Just an ordinary four ring cooker hob.
Agent : Oh, you have a hob where you cook, right?
Customer: Yes.
Agent : It's a gas or electric?
Customer: It's electric.
Agent : Do you have oven?
Customer: Pardon?
Agent : Do you have oven?
Customer: There's an oven. Yeah. So it's a, it's a cooker. It is with four rings at the top of grill and an oven.
Agent : Okay. And is your oven is electric or gas?
Customer: It's electric. Electric.
Agent : Perfect.
Customer: Do you have fridge freezer?
Customer: Um, we have a freezer separate from the fridge.
Agent : Okay. So you have separate fridge, separate freezer and one combined fridge freezer.
Customer: Yeah.
Agent : One, sorry. You have one separate freezer, one separate fridge and one combined fridge freezer. Is it right?
Customer: No, we've got one freezer and one fridge and they're separate.
Agent : Okay. Perfect. So you have a one fridge and one freezer. Perfect. And do you have a microwave?
Customer: Yes.
Agent : You have microwave. And I'm in your home like something like that, like two washing machine, two electric hob or two microwave, something like that, or only just one?
Customer: I have two fridges.
Agent : Two fridges, which is separate, separate.
Customer: Fridge and freezer. Yeah, two fridges I have. One in the kitchen and one in the outhouse.
Agent : Like, which is in the kitchen, that is your fridge or freezer?
Customer: It's a fridge.
Agent : And which is outside, is it, I believe it was your freezer. It is your freezer?
Customer: Yes.
Agent : Okay, got it. And apart from that, is there any double appliance, like two microwaves, something like that?
Customer: No.
Agent : Perfect. Ma'am, can you please tell me worth the purchase year, when you bought your washing machine in the last seven years, roughly? You don't need to be very accurate, just tell me roughly, when you bought it in the last seven years.
Customer: No, I've had nothing done to it.
Agent : Can you make a rough guess, like 2019, 20, 21, 22, 20?
Customer: Oh, gosh, it must be eight years old.
Agent : Eight years old?
Customer: Eight years old. Your washing machine is eight years old, yeah?
Customer: Eight years, yes.
Agent : What about your electric hob?
Customer: That's four years.
Agent : Like four years, so do I have to select 2021 for electric hob?
Customer: Yes, the cooker, yes. Same for the...
Agent : Cooker 2021, and the washing machine would be 2016.
Customer: 2016, okay, what about...
Agent : No, 2017, 2017.
Customer: Got it. What about your freezer?
Customer: Oh, that's older again, that's probably about 10 years old, so...
Agent : Oh, my God. Both of them?
Customer: Pardon?
Agent : Both of them?
Customer: Yes.
Agent : Okay, and now what about your microwave?
Customer: That's about two years old.
Agent : 2024 or 23?
Customer: 23.
Agent : Perfect. Can you please tell me the rough price of your electric hob, like 2 to 300, 3 to 4, 4 to 5, 5 to 750?
Customer: 350.
Agent : Okay. What about your electric oven?
Customer: Yeah, that's the oven, yeah. The cooker and oven is one thing. I believe it's... Let's leave the appliance. Let me check. Let's leave the appliance. We are almost about to turn.
Customer: I've got my cooker and washing machine under cover anyway, so let's just go back to the electric and plumbing and leave it like that, please.
Agent : Yeah, we are providing you the cover for that. It's completely fine. But this is the last thing that I want to confirm your site, that you don't need to confirm these kind of information, okay?
Customer: Okay.
Agent : Just tell me one thing, it's a Rangemaster cooker or not?
Customer: No, it's not a Range, no.
Agent : Perfect. So you mentioned to me your oven is also between 3 to 4, yeah?
Customer: Yeah, but the oven, it's all connected. It's a cooker top.
Agent : Oh, got it. Oh, right. I got it. The oven, the whole cooker is about 4 years old.
Customer: Got it. All right, I select it. Perfect. And what's about in the last year microwave, what's the price, 2 to 3, 3 to 4, 4 to 5, 5 to 750, how much?
Customer: Oh, it's about, probably, no, about 80 pounds.
Agent : 80 pounds, okay.
Customer: So ma'am, we are going to provide you cover only for your electric hob and electric oven in the last, because these are the two appliance which is less than 7 years. And I want to let you know ma'am, we have two level of excess, 0 and 30.
Customer: I'm sorry, just a minute. I've already got my cooker and washing machine covered.
Agent : Okay, makes sense.
Customer: So can I just have the electric plumbing and that's it.
Agent : Sure. We'll forget about the appliances completely.
Customer: Sure. I just want the 10 pounds 79 electric and plumbing, please.
Agent : Perfect, perfect, perfect. Right now you're going, okay, we are nearly finished here. Just a few things I need to say. If there are any changes to your contact information, address or boiler, please let us know. This will help us to confirm that your product continues to meet your needs. To help us help you in the event of a claim, pleas
Agent : We contact us within 24 hours and you should take reasonable steps to limit any further damage. If our engineer recommends improvements to fix an underlying problem, it's your responsibility to make them. If you don't and you continue to make claims caused by the same problem, you may not be able to cover them. And can I know when would you like to start this cover?
Customer: Can you start it on the 25th of October?
Agent : 25th of October, perfect ma'am. I will start it. Your cover will continue for 12 months from your start date and will renew automatically. You can change this at any time by contacting us. We will contact you before your renewal date to give you all relevant information. Our terms and conditions provide everything you need including how to get in touch, how to make a complaint. There's also an insurance product information document which is a summary of your insurance cover. I'll send these with your welcome letter. Please take some time to read through them. May I have your postcode, I'm sorry, may I have your sort code and account number to set up your monthly payments?
Customer: Oh, right, yes. Um... Sorry for giving me cards. Right, the sort code is two zero zero zero eight five. And the account number?
Agent : Four zero five nine five one nine five. Name of account?
Customer: It's Mrs. A. Lumpkin.
Agent : Okay, bear with me. Bear with me. Okay. And ma'am, you mentioned to me you are the homeowner of this house and you're getting this cover for your residential property and this is your banking details. All things are right, is it?
Customer: Yes.
Agent : Perfect. And I have and your cover, I'm sorry, your payment collection date is going to be first of November, okay?
Customer: Right.
Agent : Perfect. Your cover will start from twenty-fifth of October of this month and your first payment collection date is first of November. Let's move forward. Would you like to write down your reference number or do you want me to send you by post?
Customer: You can send that by post, that would be lovely.
Agent : Perfect. Ma'am, every information you will get it in the post, okay, within seven to ten business days, all right?
Customer: That's lovely, thank you.
Agent : Perfect. So right now you're going with home essentials cover. This is a twelve-month contract, so if you cancel after the first fourteen days, there may be a cancellation fee. Your first year's monthly payment, which will be taken by your direct debit, will be ten pounds and seventy-nine pence. You're going with zero excess. And I'll send you an email, I'm sorry, I will send you everything by post. I'm sorry, I'm like, I'm used to saying this word. I'll send you a post which includes your welcome letter and other important documents like the full terms and conditions. Please take some time to read through them. If you change your mind or have any further questions, please get in touch. You have a fourteen-day schooling off period in which you may cancel with nothing to pay. And for the marketing preference, except from the email, which option is best for you, post, phone, text, or that's it?
Customer: Okay, thank you.
Agent : No, no, I'm asking to you, except from the email, which marketing preference is best for you, post, phone, or text?
Customer: Post.
Agent : Brilliant. You can do post or phone.
Customer: Post or phone, okay, let me select both of them.
Agent : Okay, and now would you like to authorize anyone else on the policy who can speak on your behalf?
Customer: Yes, my husband.
Agent : Okay, your husband, just bear with me. Can you confirm your husband's name?
Customer: David.
Agent : Okay.
Customer: Lumpkin.
Agent : Okay. Well, your husband is very lucky because he has a very kind wife. You should be very happy.
Customer: Thank you.
Agent : Alright, and may I know your, I'm sorry, may I know his phone number?
Customer: It's the same as this.
Agent : Okay. Bear with me. Ending on seven, two, three, yeah?
Customer: It is, yes.
Agent : Brilliant. Alrighty. And ma'am, to our valued customer, we are also offering two months free for the roadside assistance. Are you interested in this or no?
Customer: No, thank you.
Agent : Okay. And in the last, ma'am, would you like to complete a quick automated survey with three short questions to give the feedback of this call how useful it is for you?
Customer: Yes, please.
Agent : Perfect. That's completely everything from my side, ma'am. Is there something else I can help you with?
Customer: No, that's lovely. Thank you very much. You've been really helpful.
Agent : Thank you so much for your kind words, ma'am, and you have a wonderful day ahead and let me transfer this call to the automated survey, okay?
Customer: Right. Thank you for helping me.
Agent : That's lovely. Thanks very much.
Customer: Thank you. Bye-bye.
Agent : Bye.

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. How may I help you? ✅ The agent greeted the customer politely at the beginning of the call.
Did the agent mention the name of the company? Agent said: 24-7 Home Rescue, this is Imanis speaking. ✅ The agent clearly mentioned the company name at the start.
Did the agent give their name? Agent said: this is Imanis speaking. ✅ The agent provided his name at the start of the call.
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? Agent said: you are the homeowner? ✅ Agent confirmed that the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Agent said: which marketing preference is best for you ✅ Agent confirmed the customer's marketing preferences.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Customer said: Yes, my husband. ✅ Agent confirmed the authorized person's name and contact.
Did the Agent Confirm the type of Property? ❌ Agent did not confirm type of property explicitly.
Did the agent confirm it was for domestic gas? N/A Boiler Cover was not mentioned in this call.
Did the agent confirm the boiler was in full working order N/A Boiler Cover was not mentioned in this call.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler Cover was not mentioned in this call.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? ❌ Agent did not address issues related to this rule.
Did the agent confirm where Is The Boiler Located? N/A Boiler Cover was not mentioned in this call.
Did the agent confirm wall Mounted? N/A Boiler Cover was not mentioned in this call.
Did the agent confirm age Of Boiler? N/A Boiler Cover was not mentioned in this call.
Did the agent informed 14 days Exclusion of period to customer? (if required) N/A Boiler or Home Emergency Cover was not mentioned.
Did the agent confirm confirm purchase year of appliance? Customer said: Yes, just a washing machine. ✅ Agent confirmed the appliance purchase year.
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? Agent confirmed appliances functioning. ✅ Confirmed appliances are in working order.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? Customer said: 350. ✅ Appliance values confirmed.
Did the agent confirm confirm the Brand of the Appliance? ❌ Brand of appliances was not confirmed.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? ❌ Compliance with manufacturer's instructions was not verified.
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? Customer said: Eight years. ❌ One appliance is more than 7 years old.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? Agent confirmed property is residential. ✅ Appliances confirmed to be used in a private home.
Did the agent informed 30 days Exclusion of period to customer? (if required) ❌ Exclusion period was not mentioned.
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 mentioned.
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 mentioned.
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 Condition not present in transcript.
Did the agent confirm can the vehicle be recovered by standard recovery equipment? ( so isn’t a caravan , trailer , minibus , limousine etc? N/A Condition not present in transcript.
Did the agent confirm is the vehicle under 15 years old? N/A Condition not present in transcript.
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 Condition not present in transcript.
Did the agent informed 48 hours Exclusion of period to customer? (if required) N/A Not clearly addressed in the transcript.
Did the agent confirm do You Have Cover In Place? Agent said: And do you have any existing home essentials cover with any other provider? ✅ Agent asked about existing cover.
Did the agent confirm who Is The Cover With? Customer said: It's HomeServe. ✅ Agent confirmed customer's current provider.
Did the agent confirm the Cost Of Cover? Agent said: And they're offering you... £24.39 a month. ✅ Agent confirmed the cost of existing cover.
Did the agent confirm how Much Do You Currently/ Renewal Price? Customer said: No, for electrics and plumbing. ✅ Customer mentioned the current price and service.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent said: Please take some time to read through them. ✅ Agent provided information on terms and conditions.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent said: Right now you're going with zero excess and your monthly premium is £10.79. ✅ Agent explained plan details and pricing.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent said: They're also something that we don't cover. ✅ Agent mentioned exclusions.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: Right now you're going with zero excess and your monthly premium is £10.79. ✅ Agent stated premium and excess.
Did the agent confirm inception Date? Customer said: Can you start it on the 25th of October? ✅ Customer and agent agreed on the start date.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Agent said: Your cover will continue for 12 months from your start date and will renew automatically. ✅ Agent informed about auto renewal.
Did the agent confirm dd Details Taken In Full? Agent verified account details with customer. ✅ Banking details were confirmed.
Did the agent confirm dd Date Given (ask customer if multiple options)? N/A Not addressed in this transcript.
Did the agent confirm length Of Contract? Agent said: This is for 12 months, ma'am. ✅ Agent confirmed contract length.
Did the agent confirm excess? Agent explained the two levels of excess. ✅ Excess levels were discussed and selected.
Did the agent confirm type Of Policy? Agent discussed home essentials cover. ✅ Type of policy was clarified.
Did the agent confirm the dd waeparate mentioned to t the customer N/A Not clearly addressed due to transcription errors.
Did the agent provide the policy reference number to the customer? Agent said: Would you like to write down your reference number or do you want me to send you by post? ✅ Reference number procedure was clarified.
Did the agent offer the appropriate solution to meet the customers needs? Agent tailored the cover to exclude boiler breakdown. ✅ Agent provided a suitable solution based on customer's needs.
Did the agent answer any customer questions with a satisfactory response? Agent addressed the customer's queries on excess and coverage options. ✅ Customer's questions were satisfactorily answered.
Did the agent offer detailed explanations of the service/product being discussed? Agent explained the excess and monthly premium details. ✅ Agent provided comprehensive explanations.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer expressed satisfaction with agent's help. ✅ Customer was satisfied with the service.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A Not addressed in this transcript.
Did the agent follow the correct internal procedures for transferring the call? N/A Not addressed in this transcript.
Did the agent add proper notes as per the communication with customer? N/A Not addressed in this transcript.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Not addressed in this transcript.
Did the agent avoid long pauses during the call? The conversation was smooth without noticeable long pauses. ✅ The agent maintained a steady flow throughout the call.
Did the agent confirm was the agent professional throughout the call? The agent maintained a professional tone throughout. ✅ The agent handled inquiries with professionalism.
Did the agent confirm was the agent pro-active and confident throughout the call? The agent actively clarified details and provided options. ✅ The agent was proactive in addressing customer needs.
Did the agent build a good rapport with the customer? The customer thanked the agent for their helpfulness. ✅ The agent successfully built rapport with the customer.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? The customer was able to follow the conversation. ✅ The agent maintained consistency in communication.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent showed patience with customer’s hearing issues. ✅ Agent showed understanding when the customer struggled.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) The agent explained excess fees clearly. ✅ The agent avoided jargon and used simple language.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? The customer mentioned hearing problems, agent was patient. ✅ The agent was considerate of customer's hearing issues.
Did the agent confirm adherence to conduct policy and TCF? Agent followed process in explaining policy. ✅ Agent adhered to transparency and fairness.
Did the agent provide the clear accurate information, and the customer comprehended it? Agent explained cover details and terms. ✅ The agent ensured information was clearly understood.
Did the agent reiterate any information that could be confusing to the customer? Agent repeated and clarified excess details. ✅ The agent ensured clarity by reiterating key points.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access request was not relevant in this call.
Did the agent speak clearly and was fully understood by the customer? Customer was able to confirm details. ✅ Agent communicated clearly and effectively.
Did the agent demonstrate active listening skills? Agent responded accurately to customer queries. ✅ Agent actively listened and addressed customer needs.
Did the agent ensure that they provided the customer with a service that suited them? Customer selected a cover that fit their needs. ✅ Agent ensured the service offered was appropriate.
Did the agent ensure that the customer understood any agreements or outcomes? Agent explained terms, customer acknowledged. ✅ The customer was informed and understood the agreement.
Did the agent confirm was all information provided to the customer accurate and relevant? Agent reviewed cover details and pricing. ✅ Information provided was accurate and relevant.
Did the agent ask if there was any further help needed? Agent asked if customer needed anything else. ✅ Agent prompted customer for additional needs.
Did the agent ensure that the customer was happy with the service received? Customer expressed satisfaction with service. ✅ Agent ensured customer satisfaction.
Did the agent close the call in an appropriate manner? Agent thanked customer and transferred to survey. ✅ Call closure was polite and professional.
Did the agent summaries the call discussion and any agreement? Agent reviewed coverage and terms. ✅ Agent effectively summarized the agreement.
Did the agent ask customers consent for the End of Call Survey? Agent invited customer to complete survey. ✅ Customer consented to participate in survey.
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