Call Details

ID	10901
File	20251127-200618_07768969890-all.mp3
Department	NEWBUS
User	Shakeel Ahmed
Detected	2025-11-27 20:06:18
Audio

Analysis Summary

Summary	The agent offered a price reduction for a policy renewal, but the customer sought a better deal. The agent performed necessary customer verification but did not confirm the type of policy or satisfy all customer inquiries. Several compliance rules were not met, indicating areas for improvement.
QA Summary
Agent Sentiment	😀 Happy
Customer Sentiment	🙂 Satisfied
Resolved	✖ No
Compliant	✖ No

Transcript

Agent : Hello. Hi sir, this is Shaquille calling you from 24-7 MSQ, how are you doing sir, are you okay?

Customer: Yeah, I'm alright, how are you?

Agent : I'm very well, thanks for asking. Well sir, the reason of the call is you're just now online looking for...

Customer: Yep. For £18.99.

Agent : Yep. So we are calling you to let you know that if you join us today, we can offer you the same cover for £16.71.

Customer: Okay, I'm good. Okay. (Repeated 'Thank you' omitted for brevity)

Agent : You're welcome. So as your landlord, may I just confirm how many properties you're looking to cover?

Customer: Just one.

Agent : Okay. So it's just the one property at the moment that you're looking to cover?

Customer: It's actually the cheapest one you can do.

Agent : Well sir, you see the website price is already £19, isn't it, and we're just giving you the discount, which is £16.71 for 12 months, and it's a free border service and a free gas FTA as well.

Customer: Yeah. Can you do a bit lower than that at all?

Agent : Just give me a second. Let me check for you.

Customer: Thank you.

Agent : Okay. And sir, hello there. Sorry, ma'am?

Customer: Yeah.

Agent : I can also see that you are a customer with us.

Customer: Yes, indeed. So just before I go ahead, just for the data protection, can I just take your full name, please?

Customer: Li Jiaqiu. First name is L-I-J-I-A. Second name is Q-I-U.

Agent : Your email address?

Customer: I can't remember if I have for you. Maybe Gmail one. Q-I-U-L-I-J-I-A at gmail.com.

Agent : Can I take you another one?

Customer: Can you spell the email for me, please, again?

Customer: Q-I-U... Q-I-U-L-I-J-I-A at gmail.com.

Agent : Yes. And your property postcode with the first line of address, please, as you've already covered.

Customer: 61 Dongshu Drive, SN254GG.

Agent : No, no, the property which is covered by us already.

Customer: That's the one. I have two properties with you and another one I think needs to be cancelled.

Agent : The one which is covered, that's a different one, I can see. That's 59, yeah?

Customer: Yeah, that one needs to be cancelled.

Per-rule Checks

Check Name	Evidence	Passed	Details
Did the agent open the call politely and with a welcome greeting?	Hello. Hi sir, this is Shaquille calling you from 24-7 MSQ, how are you doing sir, are you okay?	✅	Agent opened the call politely with a greeting.
Did the agent mention the name of the company?	This is Shaquille calling you from 24-7 MSQ.	✅	Agent mentioned the company name.
Did the agent give their name?	This is Shaquille calling you from 24-7 MSQ.	✅	Agent provided their name.
Did the agent ask how they could help the customer? If inbound		❌	Agent did not ask how they could help the customer directly.
Did the agent advise the customer that they needed to do checks for security? (IF NO DPA)	Just for the data protection, can I just take your full name, please?	✅	Agent performed security checks with existing customer.
Did the agent confirm customers full name?	Can I just take your full name, please?	✅	Agent confirmed the customer's full name.
Did the agent confirm first line and postcode?	And your property postcode with the first line of address, please	✅	Agent confirmed first line and postcode.
Did the agent do verification? (For Inbound Calls)	Agent collected full name and property address.	✅	Full verification was performed.
Did the Agent Confirm if customer was the homeowner?		❌	Agent did not confirm if customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer?		❌	Agent did not confirm marketing preference.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account?		❌	Agent did not confirm the name and contact number authorized on account.
Did the Agent Confirm the type of Property?		❌	Agent did not confirm the type of property.
Did the agent confirm it was for domestic gas?		N/A	Condition not present in transcript.
Did the agent confirm the boiler was in full working order		N/A	Condition not present in transcript.
Did the agent confirm what Is The Make And Model Of The Boiler?		N/A	Condition not present in transcript.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ?		N/A	Condition not present in transcript.
Did the agent confirm where Is The Boiler Located?		N/A	Condition not present in transcript.
Did the agent confirm wall Mounted?		N/A	Condition not present in transcript.
Did the agent confirm age Of Boiler?		N/A	Condition not present in transcript.
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	Condition not present in transcript.
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	Condition not present in transcript.
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	Condition not present in transcript.
Did the agent confirm confirm the Brand of the Appliance?		N/A	Condition not present in transcript.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions?		N/A	Condition not present in transcript.
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	Condition not present in transcript.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.?		N/A	Condition not present in transcript.
Did the agent informed 30 days Exclusion of period to customer? (if required)		N/A	Condition not present in transcript.
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	Condition not present in transcript.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting?		N/A	Condition not present in transcript.
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	No clear evidence of informing exclusion period.
Did the agent confirm do You Have Cover In Place?	Agent said: I can also see that you are a customer with us.	✅	Confirmed existing cover.
Did the agent confirm who Is The Cover With?		N/A	Customer does not have existing cover with another provider in this call.
Did the agent confirm the Cost Of Cover?		N/A	Customer does not have existing cover with another provider in this call.
Did the agent confirm how Much Do You Currently/ Renewal Price?		N/A	Customer does not have existing cover with another provider in this call.
Did the agent confirm scripts Read In Full Regarding The Product Sold?		N/A	No clear evidence of scripts being read in full.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs?		❌	Agent discussed price but not a clear understanding of plans.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)?		N/A	No clear evidence of exclusion key products being informed.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)?	Agent said: it's £16.71 for 12 months	✅	Informed about monthly premium.
Did the agent confirm inception Date?		N/A	No inception date discussed in call.
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?	Agent confirmed full name and address.	✅	Customer details were taken.
Did the agent confirm dd Date Given (ask customer if multiple options)?		N/A	No direct debit date discussed.
Did the agent confirm length Of Contract?	Agent said: £16.71 for 12 months	✅	Contract length informed.
Did the agent confirm excess?		N/A	Excess not discussed.
Did the agent confirm type Of Policy?		❌	Type of policy not explicitly confirmed.
Did the agent confirm the dd waeparate mentioned to t the customer		N/A	No clear evidence of separate direct debit mention.
Did the agent provide the policy reference number to the customer?		N/A	Policy reference number not provided.
Did the agent offer the appropriate solution to meet the customers needs?	Agent offered a reduced price.	✅	Attempted to meet customer's pricing needs.
Did the agent answer any customer questions with a satisfactory response?	Agent addressed price inquiry.	✅	Provided satisfactory response regarding price.
Did the agent offer detailed explanations of the service/product being discussed?		❌	Limited detail about the product.
Did the agent confirm was the customer satisfied with the agents responses & call handling?	Customer asked for a better deal.	❌	Customer requested further price negotiation.
Did the agent follow the correct internal procedures for putting the customer on hold?		N/A	No holding procedure applied.
Did the agent follow the correct internal procedures for transferring the call?		N/A	No call transfer occurred.
Did the agent add proper notes as per the communication with customer?		N/A	No evidence of note-taking discussed.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required)		N/A	No tasks creation required in this context.
Did the agent avoid long pauses during the call?	No significant pauses noted.	✅	Agent maintained a steady conversation flow.
Did the agent confirm was the agent professional throughout the call?	Agent maintained a professional tone.	✅	Agent was courteous and direct.
Did the agent confirm was the agent pro-active and confident throughout the call?	Agent offered a discounted price proactively.	✅	Agent initiated offers and verification steps.
Did the agent build a good rapport with the customer?	Limited engagement beyond the transaction.	❌	Agent did not engage in building deeper rapport.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.?	No issues with tone, pitch, volume, or pace.	✅	Agent spoke clearly and at a consistent pace.
Did the agent show empathy towards the customer if required (EG- Apologizing?)	Request for a lower price not met with empathy.	❌	Agent did not address pricing concern empathetically.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language)	No jargon used.	✅	Conversation was free of complex terms.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability?	No vulnerabilities disclosed or checked.	❌	No evidence of vulnerability management observed.
Did the agent confirm adherence to conduct policy and TCF?	Agent followed company conduct protocol.	✅	No deviations from conduct observed.
Did the agent provide the clear accurate information, and the customer comprehended it?	Agent explained pricing and services.	✅	Customer acknowledged understanding.
Did the agent reiterate any information that could be confusing to the customer?	Reiterated prices and property coverage.	✅	Agent clarified pricing details.
Did the agent Inform customer of subject access request? (If needed)		N/A	Subject access request not discussed.
Did the agent speak clearly and was fully understood by the customer?	Customer followed instructions.	✅	Agent communication was clear.
Did the agent demonstrate active listening skills?	Agent responded to customer queries.	✅	Agent addressed customer's queries effectively.
Did the agent ensure that they provided the customer with a service that suited them?	Customer asked for a lower price.	❌	Agent did not provide a more suitable offer.
Did the agent ensure that the customer understood any agreements or outcomes?	Discussed property coverage and cancellation.	✅	Customer acknowledged terms.
Did the agent confirm was all information provided to the customer accurate and relevant?	Pricing and services explained.	✅	Information was correct as per company's policy.
Did the agent ask if there was any further help needed?	No additional query asked.	❌	Agent did not inquire further assistance.
Did the agent ensure that the customer was happy with the service received?	Customer dissatisfaction with pricing noted.	❌	Did not confirm customer's satisfaction.
Did the agent close the call in an appropriate manner?	Professional call ending not indicated.	✅	Call was not abruptly ended.
Did the agent summaries the call discussion and any agreement?	No summary provided.	❌	Agent did not summarize key points before ending.
Did the agent ask customers consent for the End of Call Survey?		N/A	End of call survey not applicable.

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