Call Details

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

Analysis Summary

Summary
The agent assisted a customer with inquiries about home rescue cover, primarily focusing on plumbing and electrical protection. The conversation included discussions about excess fees and the customer's existing cover with another provider. The agent showed empathy, adjusted communication for the customer's hearing issues, and ensured the customer understood the new policy details.
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? 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 : Okay, the home. Our gas system is too old. I think you've probably got a limit on the age for a gas system. 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.
Customer: The boiler breakdown cover, is it?
Agent : Yes, and the name of that cover, My Home Plus, right?
Customer: 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.
Agent : Yes, with 95 access. 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. 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? Do you know?
Customer: 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.
Customer: Oh, you mean money? 45 pounds, 75 and 95 pounds?
Agent : These are the call-out fees.
Customer: Fees.
Agent : Yeah.
Customer: Right.
Agent : 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.
Customer: Which claims fee is best for you?
Agent : I'm sorry, I am struggling to hear you. I'm going to have to leave.
Customer: I'm really sorry.
Agent : No problem. Thank you, this is really disappointing.
Customer: You haven't got anybody else who's got a louder voice who can speak for me?
Agent : Now, can you hear me? Well, if I loud my voice, you think I'm yelling, but I'm not yelling. 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?
Agent : Yeah.
Customer: Yes, so if I wanted to pay 0, then the monthly payment would be more expensive.
Agent : 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? 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.
Customer: 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. And my, I'm sorry, now may I know ma'am, what's your first name?
Customer: It's Annette.
Agent : Spell it.
Customer: A-double-N-E-double-T-E.
Agent : Annette.
Customer: Annette, yes.
Agent : A-double-N-E-T-E.
Customer: 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
Customer: Okay lovely yes that would be lovely thank you
Agent : you will get it in 7 to 10 business days and may I know what's your date of birth your happy birthday
Customer: it's 15 11 61 1961 and you know ma'am I'm enjoying to speak louder well give me good wife to me
Agent : perfect okay and I believe you're getting this cover for your residential property and you are the homeowner
Customer: yeah
Agent : yes are you miss or missus
Customer: I'm a missus
Agent : you're a missus and what's your postcode
Customer: N for Newport 7 9 r a is an alpha
Agent : um n p 7 9 r a a for alpha
Customer: yeah
Agent : got it what's your first line of address
Customer: 15 penny bonds
Agent : 15 penny caught it ma'am let's move forward and you mentioned to me you are the homeowner
Customer: yeah
Agent : 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
Customer: yeah I can hear you yeah you're speaking lovely thank you
Agent : 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
Customer: yeah
Agent : yes perfect what's your boiler's location
Customer: so what was that mounted on the wall
Agent : your boiler is mounted on a wall
Customer: no our boiler is a back boiler behind the fire
Customer: you have a back boiler
Agent : 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
Customer: I know that's why I only wanted plumbing and electrics.
Agent : Instead of this cover 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 : Yes, okay that's completely fine just give me a quick moment.
Agent : Okay so now I'm just going to let you know the price of the home essentials just give me a minute.
Agent : So if you still go with the 45 excess...
Agent : 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?
Customer: What if we have the zero?
Agent : Then with the zero excess after providing the discount it will be 10 pounds and 79 pence.
Customer: Yeah I'll have the zero then please.
Agent : Perfect let's move forward on that...
Agent : 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.
Agent : Oh, they're all secure, yes. Nothing is broken.
Agent : All right. Great.
Agent : 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.
Agent : And they're offering you...
Customer: £24.39 a month.
Agent : For what?
Customer: For home essentials or for boiler breakdown?
Customer: No, for electrics and plumbing.
Agent : Okay.
Agent : Just bear with me.
Customer: All right. I got it.
Agent : And do you pay excess to them or no?
Customer: No.
Agent : Brilliant.
Agent : Let's get back to on the cover that you're interested in.
Agent : So ma'am, in the home essentials, we are going to cover you drainage, home electrics, home security, pest control, and plumbing.
Agent : And the key product features are shown online to keep our products affordable.
Agent : There are also something that we don't cover.
Agent : I believe you look online and you're happy you understand with these features, prices, exclusions, everything.
Customer: Great.
Agent : We'll send you the full terms and condition.
Agent : Please take some time to read to them.
Agent : If anything isn't clear, please, ma'am, get in touch.
Agent : Right now, you're going with zero excess and your monthly premium is £10.79.
Agent : All right?
Customer: Yes.
Agent : So we are nearly finished.
Agent : And I want to let you know one more thing, ma'am.
Agent : 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.
Agent : It could be washing machine, fridge, freezer, tumble dryer, things like that for a one month free.
Agent : So in the free, in the 30 days, in the free trial, you can read the terms and condition.
Agent : You can compare the prices with your current or any provider.
Agent : And if you like the cover and you want to keep the cover, you can keep it with a discounted price.
Agent : And if you think this cover is not ideal for you, you want to cancel it.
Agent : You can cancel with nothing to pay by email or by call.
Agent : All right?
Customer: How much is the one month cover?
Agent : Let me let you know that.
Agent : Just provide me the information for the appliances that I'm going to ask you.
Agent : Can you please confirm it?
Agent : Do you have dishwasher?
Customer: No.
Agent : Okay.
Customer: Do you have washing machine?
Customer: Yes.
Agent : All right.
Agent : Do you have tumble dryer?
Customer: No.
Customer: So just a washer dryer?
Customer: No, just a washing machine.
Agent : Just a washing machine.
Agent : Do you have hob?
Customer: I have a cooker.
Customer: 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.
Customer: Yeah.
Customer: So it's a, it's a cooker.
Customer: It is with four rings at the top of grill and an oven.
Agent : Okay.
Agent : And is your oven is electric or gas?
Customer: It's electric.
Agent : Electric.
Agent : Perfect.
Agent : Do you have fridge freezer?
Customer: Um, we have a freezer separate from the fridge.
Agent : Okay.
Agent : So you have separate fridge, separate freezer and one combined fridge freezer.
Customer: Yeah.
Customer: One, sorry.
Agent : You have one separate freezer, one separate fridge and one combined fridge freezer.
Customer: Is it right?
Customer: No, we've got one freezer and one fridge and they're separate.
Agent : Okay.
Agent : Perfect.
Agent : So you have a one fridge and one freezer.
Agent : Perfect.
Agent : And do you have a microwave?
Customer: Yes.
Agent : You have microwave.
Agent : 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.
Customer: Yeah, two fridges I have.
Customer: 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.
Customer: It is your freezer?
Customer: Yes.
Agent : Okay, got it.
Agent : And apart from that, is there any double appliance, like two microwaves, something like that?
Customer: No.
Agent : Perfect.
Agent : Ma'am, can you please tell me worth the purchase year, when you bought your washing machine in the last seven years, roughly?
Agent : 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.
Customer: 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?
Agent : Eight years old.
Agent : 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.
Customer: Same for the...
Agent : Yes, cooker 2021, and the washing machine would be 2016.
Customer: 2016.
Agent : Okay, what about...
Customer: No, 2017, 2017.
Agent : Got it.
Agent : What about your freezer?
Customer: Oh, that's older again, that's probably about 10 years old, so...
Agent : Oh, my God.
Agent : Both of them?
Customer: Pardon?
Customer: 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.
Agent : 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.
Agent : What about your electric oven?
Customer: Yeah, that's the oven, yeah.
Customer: The cooker and oven is one thing.
Customer: I think what...
Customer: Let's leave the appliance.
Customer: Let me check.
Customer: Let's leave the appliance.
Customer: We are almost about to turn.
Customer: I've got my cooker and washing machine under cover anyway, so...
Agent : It's completely fine.
Customer: Let's just go back to the electric and plumbing and leave it like that, please.
Agent : Yeah, I'm providing you the cover for that.
Agent : It's completely fine.
Agent : But this is the last thing that I want to confirm your site, then you don't need to confirm these kind of information, okay?
Agent : Just tell me one thing, it's a Rangemaster cooker or not?
Customer: No, it's not a Range, no.
Agent : Perfect.
Agent : So you mentioned to me your oven is also between 3 to 4, yeah?
Customer: Yeah, but the oven, it's all connected.
Customer: It's a cooker top.
Agent : Oh, got it.
Agent : Oh, right.
Agent : I got it.
Agent : The oven, the whole cooker is about 4 years old.
Agent : Got it.
Agent : All right, I select it.
Agent : Perfect.
Agent : 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.
Customer: £80, okay.
Agent : 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 appliances which is less than 7 years.
Agent : 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.
Customer: 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.
Agent : We'll forget about the appliances completely.
Agent : Sure.
Customer: I just want the £10.79 electric and plumbing, please.
Agent : Perfect, perfect, perfect.
Agent : Right now, you're going, okay, we are nearly finished.
Agent : There are just a few things I need to say.
Agent : If there are any changes to your contact information, address or boiler, please let us know.
Agent : This will help us to confirm that your product continues to meet your needs.
Agent : To help us help you in...
Agent : In the event of a claim, please contact us within 24 hours and you should take reasonable steps to limit any further damage.
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.
Customer: Yes, that would be lovely.
Agent : Please take some time to read through the terms and conditions. May I have your sort code and account number to set up your monthly payments?
Customer: Right, the sort code is two zero zero zero eight five.
Agent : And the account number?
Customer: Four zero five nine five one nine five.
Agent : Name of account?
Customer: It's Mrs. A. Lumpkin.
Agent : And you’re getting this cover for your residential property.
Customer: Yes.
Agent : Your payment collection date is going to be the first of November, okay?
Customer: Right.
Agent : Would you like to write down your reference number or do you want me to send it by post?
Customer: You can send that by post, that would be lovely.
Agent : May I know your marketing preference, post, phone, or text?
Customer: Post.
Agent : Would you like to authorize anyone else on the policy?
Customer: Yes, my husband. His name is David.
Customer: No, thank you regarding roadside assistance.
Agent : Would you like to complete a quick automated survey?
Customer: Yes, please.
Agent : Is there something else I can help you with?
Customer: No, that's lovely. Thank you very much. You've been really helpful.

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 opened the call with a polite greeting.
Did the agent mention the name of the company? Agent said: 24-7 Home Rescue, this is Imanis speaking. ✅ The agent mentioned the company name at the beginning of the call.
Did the agent give their name? Agent said: 24-7 Home Rescue, this is Imanis speaking. ✅ The agent provided their 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? Customer said: I believe you're getting this cover for your residential property and you are the homeowner. ✅ The agent confirmed the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Agent said: May I know your marketing preference, post, phone, or text? ✅ The agent confirmed the customer's marketing preference.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Customer said: Yes, my husband. His name is David. ✅ The agent confirmed the authorized person's name and contact.
Did the Agent Confirm the type of Property? Agent confirmed it was for a residential property. ✅ The agent confirmed the type of property during the conversation.
Did the agent confirm it was for domestic gas? N/A Boiler Cover was not mentioned.
Did the agent confirm the boiler was in full working order N/A Boiler Cover was not mentioned.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler Cover was not mentioned.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? Customer had no issues. ❌ The agent did confirm issues with plumbing and electrics, but Boiler Cover mentioned is not applicable.
Did the agent confirm where Is The Boiler Located? N/A Boiler Cover was not mentioned.
Did the agent confirm wall Mounted? Customer explained boiler location. ❌ Boiler Cover was not relevant; location reference for back boiler only.
Did the agent confirm age Of Boiler? N/A Boiler Cover was not mentioned.
Did the agent informed 14 days Exclusion of period to customer? (if required) N/A Condition not present in transcript.
Did the agent confirm confirm purchase year of appliance? N/A Appliance Cover was not mentioned.
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 Appliance Cover was not mentioned.
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 Appliance Cover was not mentioned.
Did the agent confirm confirm the Brand of the Appliance? N/A Appliance Cover was not mentioned.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Appliance Cover was not mentioned.
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 Appliance Cover was not mentioned.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A Appliance Cover was not mentioned.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Appliance Cover 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 Lack of clear evidence in transcript.
Did the agent confirm do You Have Cover In Place? Customer said: I have. I'm going to ring them up and cancel. ✅ Customer confirmed having existing cover.
Did the agent confirm who Is The Cover With? Customer said: It's HomeServe. ✅ Customer provided the name of the cover provider.
Did the agent confirm the Cost Of Cover? Customer said: £24.39 a month. ✅ Customer confirmed the cost of existing cover.
Did the agent confirm how Much Do You Currently/ Renewal Price? Customer said: £24.39 a month. ✅ Customer provided renewal price details.
Did the agent confirm scripts Read In Full Regarding The Product Sold? N/A Script reading was not explicitly confirmed.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent explained: Our insurance policies are underwritten by evolution. ✅ Agent provided detailed information on plans.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent said: There are also something that we don't cover. ✅ Agent informed customer about key exclusions.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent confirmed: £10.79 with zero excess. ✅ Agent informed customer of monthly premium and excess.
Did the agent confirm inception Date? Customer said: Can you start it on the 25th of October? ✅ Customer requested start date confirmation.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Agent confirmed: renew automatically. ✅ Agent informed customer about policy auto-renewal.
Did the agent confirm dd Details Taken In Full? Agent asked for sort code and account number. ✅ Direct debit details were taken in full.
Did the agent confirm dd Date Given (ask customer if multiple options)? Agent said: first of November. ✅ Direct debit date was confirmed.
Did the agent confirm length Of Contract? Agent confirmed: 12 months from your start date. ✅ Contract length was discussed.
Did the agent confirm excess? Customer confirmed: zero excess. ✅ Excess was discussed and confirmed.
Did the agent confirm type Of Policy? Agent confirmed: home essentials. ✅ Type of policy was confirmed.
Did the agent confirm the dd waeparate mentioned to t the customer N/A Transcript does not clearly cover this rule.
Did the agent provide the policy reference number to the customer? Customer opted to receive reference by post. ❌ Reference number was not provided during the call.
Did the agent offer the appropriate solution to meet the customers needs? Agent said: That's the one I wanted. ✅ Agent offered the desired cover solution.
Did the agent answer any customer questions with a satisfactory response? Customer said: That's lovely. Thank you very much. ✅ Customer expressed satisfaction with responses.
Did the agent offer detailed explanations of the service/product being discussed? Agent said: I will send you all the important documents by post. ✅ Agent gave detailed service explanations.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer said: You've been really helpful. ✅ Customer expressed satisfaction with agent.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A Customer was not put on hold.
Did the agent follow the correct internal procedures for transferring the call? N/A There was no call transfer during the conversation.
Did the agent add proper notes as per the communication with customer? N/A Note-taking was not demonstrated in the transcript.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Task creation was not evident in the transcript.
Did the agent avoid long pauses during the call? Agent maintained conversation flow and addressed concerns promptly. ✅ The agent actively communicated without long pauses.
Did the agent confirm was the agent professional throughout the call? Agent was polite and apologized for any inconvenience. ✅ The agent maintained professionalism throughout the call.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent offered solutions and additional cover options. ✅ The agent was proactive and confident in providing options.
Did the agent build a good rapport with the customer? Agent: You are my respected senior citizen, I respect you. ✅ Complimented and showed respect to the customer.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Agent adjusted volume as per customer's request. ✅ The agent adjusted speaking manner to suit customer needs.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Apologized for any inconvenience caused by communication issues. ✅ The agent expressed understanding and empathy.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Agent explained terms like 'excess' clearly. ✅ The agent avoided jargon and explained terms simply.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? Customer mentioned hearing problems but agent struggled to adjust quickly. ❌ The agent did not effectively manage customer's hearing difficulty.
Did the agent confirm adherence to conduct policy and TCF? N/A Specific mention of conduct policy and TCF not evident.
Did the agent provide the clear accurate information, and the customer comprehended it? Customer clearly chose zero excess after explanation. ✅ The agent provided clear and accurate information.
Did the agent reiterate any information that could be confusing to the customer? Repeated excess options until customer understood. ✅ The agent reiterated information about excess fees.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access request was not applicable or required.
Did the agent speak clearly and was fully understood by the customer? Customer repeatedly reported difficulty in understanding. ❌ Agent's communication adjustments were not fully effective.
Did the agent demonstrate active listening skills? Agent responded effectively to concerns and queries. ✅ The agent listened and responded appropriately.
Did the agent ensure that they provided the customer with a service that suited them? Customer agreed on zero excess for desired cover. ✅ The agent ensured service matched customer needs.
Did the agent ensure that the customer understood any agreements or outcomes? Customer confirmed details and zero excess cover. ✅ Ensured customer understood the agreement and cover terms.
Did the agent confirm was all information provided to the customer accurate and relevant? Multiple explanations and clarifications given. ✅ Information provided was relevant and clarified when needed.
Did the agent ask if there was any further help needed? Agent asked if there's something else to help with. ✅ The agent inquired if any further assistance was needed.
Did the agent ensure that the customer was happy with the service received? Customer expressed happiness with the service. ✅ The agent confirmed customer's satisfaction with the service.
Did the agent close the call in an appropriate manner? Call ended with confirming satisfaction and no further questions. ✅ The agent ensured an appropriate conclusion to the call.
Did the agent summaries the call discussion and any agreement? Summary of cover terms and conclusion provided. ✅ The agent summarized the discussed terms and agreement.
Did the agent ask customers consent for the End of Call Survey? Agent asked about completing a quick survey. ✅ Prompted customer for end-of-call survey participation.
← Back