Call Details

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

Analysis Summary

Summary
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.
QA Summary
Agent Sentiment 🙂 Satisfied
Customer Sentiment 😐 Neutral
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? Can you tell me the name of the cover?
Customer: It's plumbing and electrics.
Agent : Plumbing and electrics. Like in Home Essentials, where are we covering plumbing, home electrics, home security, pest control, and drainage?
Customer: Yes, the home.
Agent : 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.
Agent : Okay, perfect. May I know which level of access you want to go with? 0, 45, 75, 95?
Customer: Sorry, what was that?
Agent : May I know which level of access you want to go with? 0, 45, 75, or 95?
Customer: Well, you've got here, half-price home emergency cover on the internet for $13.99.
Agent : $13.99. Well, ma'am, you're talking about the boiler breakdown cover. The boiler breakdown cover, is it?
Customer: Yes, and the name of that cover, My Home Plus, right?
Agent : Yes, it's got here, it says boiler breakdown, annual boiler service, central heating system, plumbing, home electrics, home security, pest control, and drainage for $13.99. Yes, with 95 access.
Customer: Yes.
Agent : So the price you're saying, is it right? But it's with 95 access, so do you want to go with 95 access?
Customer: I have hearing problems, so I'm struggling to hear you.
Agent : I said, you mentioned to me about this cover and the price, which is right. I want to know, do you want to go with 95 access?
Customer: 95 access?
Agent : Yeah, do you want to go with 95 access?
Customer: I don't know what that means.
Agent : Like a call-out fee, whenever you make a claim, you have to pay an excess call-out fee?
Customer: And how much would the extra fee be?
Agent : This is not an extra fees, ma'am. Like, do you know, call-out charges, whenever you make a claim, if you select any kind of call-out fees, then you have to pay that fees. Do you remember that?
Customer: Do you know? I don't know. I'm with a different company at the moment, so I was hoping, but I'm struggling to hear you, I'm afraid, which is quite frustrating.
Agent : I try my best to. Let me make it easier for you. I have four levels of access, 0, 45, 75, and 95. Which one is best for you?
Customer: What, cover?
Agent : Ma'am, access, access.
Agent : Oh, you mean money?
Customer: 45 pounds, 75 and 95 pounds?
Agent : These are the call-out fees. Fees.
Customer: Yeah.
Agent : Right. So, you've got a 0, have you, you said?
Customer: Yeah, we have 0 access, like 0 claims fee, 0, we have 45 claims fee, then we have 75 claims fee, and then in the last, we have 95 claims fee. Which claims fee is best for you?
Customer: I'm sorry, I am struggling to hear you. I'm going to have to leave. I'm really sorry.
Agent : No problem. Thank you, this is really disappointing. You haven't got anybody else who's got a louder voice who can speak for me? Now, can you hear me?
Customer: Well, if I loud my voice, you think I'm yelling, but I'm not yelling.
Agent : If I, I can speak to you in a louder voice. Can you hear me now?
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 to you. By the way, can you hear me okay now?
Customer: Right.
Agent : Okay, so ma'am, these are the X's. Do you know what is X's?
Customer: Yes, X's.
Agent : X's, this is, exactly. These are the X's, 0 X's, 45 X's, 75 X's, 95 X's.
Customer: So every time I call somebody out, I've got to choose one of those that I want to pay, yes?
Customer: Yeah.
Agent : Yes, so if I wanted to pay 0, then the monthly payment would be more expensive.
Customer: Yeah, I can let you know. If you go with 0 X's on my Home Plus cover, I can give you 19.19.
Customer: 19.19 a month?
Agent : Yeah.
Customer: Right, and if it's 45 pounds?
Agent : With the 45, the actual price, no, with the 45, I can offer you, just give me a quick moment, I can offer you 13.19 with 45.
Customer: 13.45?
Agent : 13 pounds and 19 pence.
Customer: 13 pounds and 19 pence?
Agent : Yeah.
Customer: Yeah, 13 pounds and 19 pence.
Agent : With 45 X's?
Customer: With a 45 pound excess, yeah.
Agent : Excess, yeah.
Customer: Excess, so we'd have to pay 45 pounds to have a call out, yeah.
Agent : Yes.
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. It could be boiler, it could be plumbing, it could be electrics, whatever, so.
Customer: Yeah, just a minute. Have you got an age on gas central heating?
Agent : Age of gas central heating?
Agent : There's no any kind of age required.
Customer: Right, okay, then I'll go with that, 13.19, that would be lovely.
Agent : Perfect, perfect, just give me a quick moment. And that's a two year fixed price?
Customer: This is for 12 months, ma'am.
Customer: For 12 months, right?
Agent : Yeah.
Agent : Yeah.
Customer: Okay?
Agent : Yeah.
Agent : And ma'am, I'm just speaking in a louder way, please don't think I'm yelling on you, alright?
Customer: No, no, no, I don't think you're yelling on me, not at all.
Agent : Well, I cannot do this, you are my respected senior citizen, I respect you.
Customer: Thank you.
Agent : Yeah, I was just trying to speak more louder so that you can understand, I was just afraid you don't think I'm yelling.
Customer: No, I don't think you're yelling, I think you're speaking louder for me because I'm deaf.
Agent : Exactly, no, no, please don't use this word, you are my senior citizen, I respect you.
Customer: And my, I'm sorry, now may I know ma'am, what's your first name?
Customer: It's Annette.
Customer: Spell it.
Agent : A-double-N-E-double-T-E.
Customer: Annette.
Agent : Annette, yes.
Customer: A-double-N-E-T-E.
Agent : A-double-N-E-T-T-E.
Agent : Got it, your last name?
Customer: Lumpkin, it's L-U-M-P-K-I-N.
Agent : Perfect, and do you want to use the same phone number which is ending on 723?
Customer: Yes, please.
Agent : Alrighty, your email please.
Customer: I haven't got email.
Agent : You haven't got any email?
Customer: No.
Agent : Just bear with me.
Customer: Can you use any, like, can you use, like your family member or someone, your daughter, your husband?
Customer: No, we haven't got none, no.
Agent : Have we got father's mail?
Customer: Okay, don't worry.
Agent : No, have we got father's mail?
Customer: Don't worry about it.
Agent : Sorry?
Customer: Okay, let me explain you. If you don't have any email, we will post you every information which is necessary.
Agent : Sorry for you to have it in a paperback alright in a document you you can't do paper form I was just saying I will send you all the important documents terms and conditions and everything by post okay lovely yes that would be lovely thank you you will get it in 7 to 10 business days and may I know what's your date of birth your happy birthday it's 15 11 61 1961 and you know ma'am I'm enjoying to speak louder well give me good wife to me perfect okay and I believe you're getting this cover for your residential property and you are the homeowner yeah yes are you miss or missus I'm a missus you're a missus and what's your postcode N for Newport 7 9 r a is an alpha um n p 7 9 r a a for alpha yeah got it what's your first line of address 15 penny bonds 15 penny got it ma'am let's move forward and you mentioned to me you are the homeowner yeah yes perfect let's move onwards perfect let's move forward on that so ma'am I just need to let you know that 24 7 home rescue is a trading name of 24 7 home assist limited who are authorized and regulated by the financial conduct authority can you hear me okay yeah I can hear you yeah you're speaking lovely thank you perfect our insurance policies are underwritten by evolution insurance company limited it's important that you provide full and accurate information this help us to arrange your cover and to support you when you need us for details how we use your information and to view our privacy policy please visit 24 7 home rescue dot co dot uk and one final thing they record all of our calls to help us improve how we support our customers and I believe ma'am your boiler I'm sorry your boiler is gas domestic fully working and mounted on the wall yeah yes perfect what's your boiler's location so what was that mounted on the wall your boiler is mounted on a wall no our boiler is a back boiler behind the fire you have a back boiler yes well ma'am I'm I'm sorry to let you know that well I'm Ray uh we don't uh cover back boilers I know that's why I only wanted plumbing and electrics.
Agent : I can also offer you a plumbing home electrics home security pest control cover for you is that okay?
Customer: That's the one I wanted.
Agent : Okay that's completely fine just give me a quick moment.
Agent : Now I'm just going to let you know the price of the home essentials. The price with 45 excess, after discount, will be £4.49, are you okay with that?
Customer: What if we have the zero excess?
Agent : Then with the zero excess after providing the discount it will be £10.79.
Customer: I'll have the zero then please.
Agent : Perfect. Let's move forward.
Agent : Do you have any issue with plumbing, drainage, electrics, pest infestations, security issues?
Customer: No, nothing. All secure.
Agent : Do you have any existing home essentials cover or boiler breakdown cover with any other provider?
Customer: I have. I'm going to cancel with HomeServe. They upped the price.
Agent : May I know the company name?
Customer: It's HomeServe. £24.39 a month for electrics and plumbing.
Agent : Do you pay excess?
Customer: No.
Agent : In the home essentials, we cover drainage, electrics, security, pest control, plumbing. The product features are online, please read the full terms.
Customer: Yes.
Agent : As you're a new customer going ahead with our cover, we offer one month free cover on kitchen appliances. If you like it after comparing, you can continue with discounted price. You can cancel anytime by email or call for nothing.
Customer: How much is the one month cover?
Agent : I'll provide the information for appliances first.
Customer: Okay.
Agent : Do you have a dishwasher?
Customer: No.
Agent : Do you have a washing machine?
Customer: Yes.
Agent : Do you have a tumble dryer?
Customer: No, just a washing machine.
Agent : Do you have a hob?
Customer: I have a four-ring electric cooker hob.
Agent : Do you have an oven?
Customer: Yes, it's an electric cooker with oven.
Agent : Do you have a fridge freezer?
Customer: We have a separate fridge and freezer, not a combined unit.
Agent : Do you have a microwave?
Customer: Yes.
Agent : Any double appliances like two microwaves?
Customer: No, except for two fridges.
Agent : Purchase year for the washing machine?
Customer: It's eight years old.
Agent : Your electric hob?
Customer: Four years old.
Agent : Your freezer?
Customer: About ten years old.
Agent : Your microwave?
Customer: Two years old.
Agent : Price for your electric hob?
Customer: £350.
Agent : Let's leave the appliance. Let's focus on the electric and plumbing cover at £10.79.
Customer: Okay.
Agent : In the event of a claim, please 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 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? Today? Tomorrow?
Customer: Or when? 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. Sorry for giving me cards. Right, the sort code is two zero zero zero eight five. And the account number? Four zero five nine five one nine five. Name of account? 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 1st of November, okay?
Customer: Right.
Agent : Perfect. Your cover will start from 25th of October of this month and your first payment collection date is 1st 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 12-month contract, so if you cancel after the first 14 days, there may be a cancellation fee. Your first year's monthly payment, which will be taken by your direct debit, will be £10.79. 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 14-day cooling-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 and phone. Post or phone, okay, let me select both of them. 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. Lumpkin.
Customer: Okay.
Agent : Well, your husband is very lucky because he has a very kind wife. Like, to be very honest. Alright, and may I know his phone number?
Customer: It's the same as this.
Agent : Okay. Bear with me. Ending on 723, 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. Well, thank you for helping me. That's lovely. Thanks very much.
Agent : Thank you. Bye-bye.
Customer: Bye.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? "24-7 Home Rescue, this is Imanis speaking. How may I help you?" ✅ Agent opened the call with a polite greeting.
Did the agent mention the name of the company? "24-7 Home Rescue, this is Imanis speaking." ✅ Agent mentioned the company name.
Did the agent give their name? "This is Imanis speaking." ✅ Agent stated their name at the beginning of the call.
Did the agent ask how they could help the customer? If inbound "How may I help you?" ✅ 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? "Now may I know ma'am, what's your first name? It's Annette." ✅ Agent confirmed full name of the customer.
Did the agent confirm first line and postcode? "What's your postcode? ... N P 7 9 R A. What's your first line of address? 15 penny bonds." ✅ Agent confirmed customer's address details.
Did the agent do verification? (For Inbound Calls) "What's your date of birth? ... 15 11 61 1961." ✅ Agent completed verification by confirming date of birth.
Did the Agent Confirm if customer was the homeowner? "Are you the homeowner? ... Yes." ✅ Agent confirmed customer's homeowner status.
Did The Agent Confirm Marketing Preference From Customer? "Which marketing preference is best for you, post, phone, or text? ... Post." ✅ Agent confirmed customer's marketing preference.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? "Would you like to authorize anyone else on the policy who can speak on your behalf? Yes, my husband." ❌ Agent did not confirm the contact number.
Did the Agent Confirm the type of Property? ❌ Type of property not confirmed during the call.
Did the agent confirm it was for domestic gas? N/A Boiler cover not discussed.
Did the agent confirm the boiler was in full working order N/A Boiler cover not discussed.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler cover not discussed.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Boiler cover not discussed.
Did the agent confirm where Is The Boiler Located? N/A Boiler cover not discussed.
Did the agent confirm wall Mounted? N/A Boiler cover not discussed.
Did the agent confirm age Of Boiler? N/A Boiler cover not discussed.
Did the agent informed 14 days Exclusion of period to customer? (if required) "You have a 14-day cooling-off period in which you may cancel with nothing to pay." ✅ 14-day exclusion period was informed.
Did the agent confirm confirm purchase year of appliance? "Purchase year for the washing machine? ... It's eight years old." ✅ Agent confirmed 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? ❌ Appliance working order was not confirmed.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? "Price for your electric hob? ... £350." ✅ Appliance value was confirmed.
Did the agent confirm confirm the Brand of the Appliance? ❌ Brand of the appliance was not confirmed.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? ❌ Appliance installation and maintenance details were not confirmed.
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? "Your electric hob? ... Four years old." ✅ Agent confirmed the appliance age.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? ❌ Appliance usage verification was not mentioned.
Did the agent informed 30 days Exclusion of period to customer? (if required) ❌ 30-day exclusion period was not informed.
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 not discussed.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? N/A Car Breakdown Cover not 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 mentioned.
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 mentioned.
Did the agent confirm is the vehicle under 15 years old? N/A Car breakdown cover was not mentioned.
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 mentioned.
Did the agent informed 48 hours Exclusion of period to customer? (if required) N/A No mention of a 48-hour exclusion period.
Did the agent confirm do You Have Cover In Place? Agent said: Do you have any existing home essentials cover or boiler breakdown cover with any other provider? ✅ Agent asked if the customer has existing cover, which they confirmed.
Did the agent confirm who Is The Cover With? Customer said: I'm going to cancel with HomeServe. ✅ Customer confirmed the cover provider as HomeServe.
Did the agent confirm the Cost Of Cover? Customer said: £24.39 a month for electrics and plumbing. ✅ Customer provided the cost of existing cover.
Did the agent confirm how Much Do You Currently/ Renewal Price? Customer said: £24.39 a month for electrics and plumbing. ✅ Customer stated current cover cost.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent provided detailed explanation and read out terms. ✅ Agent explained cover details and terms.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent explained excess options and cover details. ✅ Agent clarified plan details to the customer.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? ❌ Exclusions were not discussed with the customer.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: Your first year's monthly payment will be £10.79. ✅ Agent informed the customer about monthly premium and excess.
Did the agent confirm inception Date? Customer said: Can you start it on the 25th of October? ✅ Agent and customer agreed on the inception date.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Agent explained auto-renewal policy details. ✅ Agent discussed auto-renewal with the customer.
Did the agent confirm dd Details Taken In Full? Customer provided sort code and account number. ✅ Agent collected complete direct debit details.
Did the agent confirm dd Date Given (ask customer if multiple options)? Agent said: Your payment collection date is 1st of November. ✅ Agent confirmed direct debit date with the customer.
Did the agent confirm length Of Contract? Agent said: This is a 12-month contract. ✅ Agent informed the customer about contract length.
Did the agent confirm excess? Agent discussed excess options of 0, 45, 75, and 95. ✅ Agent clearly explained excess terms.
Did the agent confirm type Of Policy? Agent said: home essentials cover. ✅ Agent clarified the type of policy to the customer.
Did the agent confirm the dd waeparate mentioned to t the customer N/A This rule seems incomplete or malformed; could not apply.
Did the agent provide the policy reference number to the customer? Agent discussed sending information by post. ✅ Agent confirmed sending reference details by post.
Did the agent offer the appropriate solution to meet the customers needs? Agent helped decide on the zero excess cover. ✅ Agent tailored the product details to customer preferences.
Did the agent answer any customer questions with a satisfactory response? Agent said: Okay that's completely fine just give me a quick moment. ✅ Agent provided clear answers to customer inquiries.
Did the agent offer detailed explanations of the service/product being discussed? Agent explained excess and coverage in detail. ✅ Agent thoroughly covered product details.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer said: No, that's lovely. Thank you very much. ✅ Customer expressed satisfaction with the service provided.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A No on-hold situation occurred in this call.
Did the agent follow the correct internal procedures for transferring the call? Agent said: let me transfer this call to the automated survey. ✅ Agent followed proper procedure for survey transfer.
Did the agent add proper notes as per the communication with customer? N/A Transcript does not provide evidence of internal note-taking.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A No task creation was explicitly mentioned or required.
Did the agent avoid long pauses during the call? Conversation flowed without noticeable long pauses. ✅ The agent maintained a steady pace throughout the call.
Did the agent confirm was the agent professional throughout the call? The agent addressed the customer respectfully. ✅ The tone and language used by the agent were professional.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent guided the customer through the options with confidence. ✅ The agent responded to inquiries effectively and proactively.
Did the agent build a good rapport with the customer? The agent was polite and made efforts to speak clearly. ✅ There were friendly exchanges and attempts to accommodate hearing difficulty.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Customer struggled to hear multiple times. ❌ The agent had to increase volume; some communication issues occurred.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent was considerate of the customer's hearing issues. ✅ The agent frequently checked for understanding and offered assistance.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Agent explained terms like 'excess' and 'call-out fees.' ✅ The agent clarified industry jargon for the customer.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? Agent acknowledged customer's hearing difficulties. ✅ Agent adjusted communication for customer's vulnerability.
Did the agent confirm adherence to conduct policy and TCF? Agent followed TCF by ensuring customer comprehension. ✅ Agent made sure the customer understood the agreements.
Did the agent provide the clear accurate information, and the customer comprehended it? Agent confirmed information about fees and coverage details. ✅ Agent checked the understanding of important details.
Did the agent reiterate any information that could be confusing to the customer? Agent repeatedly explained 'excess' and pricing details. ✅ Agent clarified any points of confusion.
Did the agent Inform customer of subject access request? (If needed) N/A No subject access request was relevant during the call.
Did the agent speak clearly and was fully understood by the customer? Customer frequently mentioned difficulty hearing. ❌ Customer had trouble understanding the agent.
Did the agent demonstrate active listening skills? Agent repeated and confirmed details the customer shared. ✅ Agent engaged with customer's statements actively.
Did the agent ensure that they provided the customer with a service that suited them? Agent recommended suitable coverage options. ✅ Customer's needs were matched with appropriate service options.
Did the agent ensure that the customer understood any agreements or outcomes? Customer confirmed understanding of pricing and services. ✅ Agent explained terms and conditions thoroughly.
Did the agent confirm was all information provided to the customer accurate and relevant? Agent provided details about coverage and costs accurately. ✅ Information shared was correct and applicable.
Did the agent ask if there was any further help needed? Agent asked about additional needs at the end. ✅ Agent inquired if the customer required more assistance.
Did the agent ensure that the customer was happy with the service received? Customer expressed satisfaction at the call's end. ✅ Customer confirmed they were pleased with the help.
Did the agent close the call in an appropriate manner? Call concluded politely after all details were discussed. ✅ Agent ensured customer satisfaction before ending the call.
Did the agent summaries the call discussion and any agreement? Agent reviewed agreements and coverage choices. ✅ Call was summarized to confirm understanding.
Did the agent ask customers consent for the End of Call Survey? Agent invited customer to participate in survey. ✅ Consent was obtained for a follow-up survey.
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