Call Details
| ID | 10899 |
|---|---|
| File | 20251128-113327_07872615623-all.mp3 |
| Department | PPCNewBusiness |
| User | Arham Ahmed |
| Detected | 2025-11-28 11:33:27 |
| Audio |
Analysis Summary
| Summary |
The customer called to cancel their appliances cover while retaining the home plus cover. The agent attempted to assist by transferring the call to another department but did not provide detailed support or confirmation. Key compliance issues included lack of a welcome greeting, confirmation of customer details, and explanation of the cancellation process.
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|---|---|---|
| QA Summary | ||
| Agent Sentiment | 😐 Neutral | |
| Customer Sentiment | 😐 Neutral | |
| Resolved | ✖ No | |
| Compliant | ✖ No | |
Transcript
Customer:
Hi there, good morning. My reference number is WS. May I get to know what you called for sir? So yesterday I have taken two policies. One is the home plus cover, right? And another one is for appliances. So I actually had a thought and I don't want the appliances cover. I just want to keep my home plus cover.
Agent :
Oh, sure. I'll put you through my department and they will assist you with that.
Customer:
Okay. Yes, please.
Per-rule Checks
| Check Name | Evidence | Passed | Details |
|---|---|---|---|
| Did the agent open the call politely and with a welcome greeting? | ❌ | No evidence of a welcome greeting from the agent. | |
| Did the agent mention the name of the company? | ❌ | The company name was not mentioned by the agent. | |
| Did the agent give their name? | ❌ | Agent did not introduce themselves by name. | |
| Did the agent ask how they could help the customer? If inbound | ❌ | The agent did not inquire 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? | ❌ | No confirmation of homeowner status was made. | |
| Did The Agent Confirm Marketing Preference From Customer? | ❌ | No marketing preferences were discussed or confirmed. | |
| Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? | ❌ | Name and contact number were not confirmed. | |
| Did the Agent Confirm the type of Property? | ❌ | Property type was not confirmed. | |
| Did the agent confirm it was for domestic gas? | N/A | Boiler cover was not mentioned in the call. | |
| Did the agent confirm the boiler was in full working order | N/A | Boiler cover was not mentioned in the call. | |
| Did the agent confirm what Is The Make And Model Of The Boiler? | N/A | Boiler cover was not mentioned in the call. | |
| Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? | N/A | Boiler cover was not mentioned in the call. | |
| Did the agent confirm where Is The Boiler Located? | N/A | Boiler cover was not mentioned in the call. | |
| Did the agent confirm wall Mounted? | N/A | Boiler cover was not mentioned in the call. | |
| Did the agent confirm age Of Boiler? | N/A | Boiler cover was not mentioned in the call. | |
| Did the agent informed 14 days Exclusion of period to customer? (if required) | N/A | Boiler or Home Emergency cover was not mentioned in the call. | |
| Did the agent confirm confirm purchase year of appliance? | ❌ | Appliance cover was mentioned but no purchase year was confirmed. | |
| 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 cover was mentioned but 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)? | ❌ | Appliance cover was mentioned but value was not confirmed. | |
| Did the agent confirm confirm the Brand of the Appliance? | ❌ | Appliance cover was mentioned but brand was not confirmed. | |
| Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? | ❌ | Appliance cover was mentioned but this condition was 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? | ❌ | Appliance cover was mentioned but age was not confirmed. | |
| Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? | ❌ | Appliance cover was mentioned but use condition was not confirmed. | |
| Did the agent informed 30 days Exclusion of period to customer? (if required) | ❌ | Appliance cover was mentioned but 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 was not mentioned in the call. | |
| 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 in the call. | |
| 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 | Transcript lacks information related to exclusion periods. | |
| Did the agent confirm do You Have Cover In Place? | Oh, sure. I'll put you through my department and they will assist you with that. | ❌ | Customer's existing covers were mentioned, but not confirmed by agent. |
| Did the agent confirm who Is The Cover With? | N/A | Condition not present in transcript. | |
| Did the agent confirm the Cost Of Cover? | N/A | Condition not present in transcript. | |
| Did the agent confirm how Much Do You Currently/ Renewal Price? | N/A | Condition not present in transcript. | |
| Did the agent confirm scripts Read In Full Regarding The Product Sold? | Oh, sure. I'll put you through my department and they will assist you with that. | ❌ | The agent did not reference any scripts. |
| Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? | I'll put you through my department and they will assist you with that. | ❌ | Agent did not provide details on plans. |
| Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? | N/A | No exclusions were mentioned. | |
| Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? | N/A | No mention of premiums or excess. | |
| Did the agent confirm inception Date? | N/A | No information regarding inception date. | |
| Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? | N/A | Auto renewal not discussed. | |
| Did the agent confirm dd Details Taken In Full? | N/A | Direct debit details not discussed. | |
| Did the agent confirm dd Date Given (ask customer if multiple options)? | N/A | Transcript lacks direct debit date information. | |
| Did the agent confirm length Of Contract? | N/A | Contract length not mentioned. | |
| Did the agent confirm excess? | N/A | Excess not mentioned. | |
| Did the agent confirm type Of Policy? | Policies for home plus cover and appliances cover were mentioned. | ❌ | Agent did not confirm type explicitly. |
| Did the agent confirm the dd waeparate mentioned to t the customer | N/A | No discussion on separate direct debits. | |
| Did the agent provide the policy reference number to the customer? | Customer mentioned WS as their reference number. | ❌ | Agent did not provide the reference number. |
| Did the agent offer the appropriate solution to meet the customers needs? | I'll put you through my department and they will assist you with that. | ✅ | Agent redirected to relevant department for resolution. |
| Did the agent answer any customer questions with a satisfactory response? | I'll put you through my department and they will assist you with that. | ❌ | Agent didn't answer any questions directly. |
| Did the agent offer detailed explanations of the service/product being discussed? | Agent did not provide detailed explanations. | ❌ | No detailed service/product information provided. |
| Did the agent confirm was the customer satisfied with the agents responses & call handling? | N/A | Customer satisfaction not measured. | |
| Did the agent follow the correct internal procedures for putting the customer on hold? | I'll put you through my department and they will assist you with that. | ❌ | No indication of hold procedures followed. |
| Did the agent follow the correct internal procedures for transferring the call? | N/A | Specific procedures for transfer not discernible. | |
| Did the agent add proper notes as per the communication with customer? | N/A | Note-taking cannot be assessed from transcript. | |
| Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) | N/A | No task creation procedures evident in transcript. | |
| Did the agent avoid long pauses during the call? | N/A | Not enough information to determine long pauses. | |
| Did the agent confirm was the agent professional throughout the call? | Agent offered to transfer for further assistance. | ✅ | Agent maintained professionalism by offering appropriate action. |
| Did the agent confirm was the agent pro-active and confident throughout the call? | Agent immediately offered to transfer the call. | ✅ | Agent's proactive response indicates confidence. |
| Did the agent build a good rapport with the customer? | N/A | Insufficient data to assess rapport-building. | |
| Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? | N/A | Transcript does not provide tone, pitch, or volume details. | |
| Did the agent show empathy towards the customer if required (EG- Apologizing?) | N/A | No need for empathy detected in this context. | |
| Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) | Agent used clear language. | ✅ | Agent communication jargon-free and clear. |
| Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? | N/A | No customer vulnerability evident in transcript. | |
| Did the agent confirm adherence to conduct policy and TCF? | N/A | Transcript lacks verification of conduct policy and TCF. | |
| Did the agent provide the clear accurate information, and the customer comprehended it? | Customer understood agent's action plan. | ✅ | Customer acknowledged proposed action by the agent. |
| Did the agent reiterate any information that could be confusing to the customer? | N/A | No repeated information provided in the transcript. | |
| Did the agent Inform customer of subject access request? (If needed) | N/A | No subject access request applicable. | |
| Did the agent speak clearly and was fully understood by the customer? | Customer responded appropriately to agent. | ✅ | Communication was clear based on customer response. |
| Did the agent demonstrate active listening skills? | Agent directly addressed customer's request. | ✅ | Agent's response was relevant to customer concerns. |
| Did the agent ensure that they provided the customer with a service that suited them? | Agent only transferred without providing direct assistance. | ❌ | Agent deferred action to another department without resolution. |
| Did the agent ensure that the customer understood any agreements or outcomes? | N/A | No outcome or agreement was finalized during call. | |
| Did the agent confirm was all information provided to the customer accurate and relevant? | Agent offered direct routing for issue resolution. | ✅ | Agent accurately indicated a solution path. |
| Did the agent ask if there was any further help needed? | Agent concluded call after transferring. | ❌ | Agent did not inquire for additional assistance. |
| Did the agent ensure that the customer was happy with the service received? | N/A | Agent did not assess customer satisfaction. | |
| Did the agent close the call in an appropriate manner? | Agent smoothly transitioned the call. | ✅ | Agent handled call transfer appropriately. |
| Did the agent summaries the call discussion and any agreement? | N/A | No summary or agreement was necessary during this portion. | |
| Did the agent ask customers consent for the End of Call Survey? | N/A | No end of call survey mentioned. |