Call Details

ID10903
File20251127-190952_07464449998-all.mp3
DepartmentNEWBUS
UserAbdul Razzaq
Detected2025-11-27 19:09:52
Audio

Analysis Summary

Summary
The call involved a discussion about Home Essentials cover pricing with a mention of a potential discount. However, there was confusion regarding the pricing details. The call did not end with a clear resolution or satisfactory service to the customer.
QA Summary
Agent Sentiment 😐 Neutral
Customer Sentiment 😐 Neutral
Resolved ✖ No
Compliant ✖ No

Transcript

Agent : Hi there Mr. Ahmed, this is Raza from 24-7 Home Rescue. How are you doing today, okay?
Customer: Good, thank you.
Agent : Sir, I believe you are online looking at our Home Essentials cover with £75 excess. And if you'd like to go ahead, sir, we'll offer you a discounted price of £3.99 on the cover.
Customer: Sir, this is the price I'm seeing online. So what discount are you offering? You're getting £4.49, right? With £75 excess, right?
Customer: £45 excess.
Agent : That's £4.99 with £45 excess.
Customer: Yeah.
Agent : Okay, so we'll give you £4.49.
Customer: Okay, fine.
Agent : Yeah, I was just completing it now, so can you give me the discount when I do it online?
Agent : That's the best we can do, sir.
Customer: Sorry?
Agent : That's the best we can do.
Customer: Yeah, okay, thank you. So what do I do now?
Customer: Sorry, I don't understand. What do you want me to do?
Agent : Hello? Hello? Hello?

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? Agent said: Hi there Mr. Ahmed, this is Raza from 24-7 Home Rescue. ✅ The agent greeted the customer politely.
Did the agent mention the name of the company? Agent said: this is Raza from 24-7 Home Rescue. ✅ The agent mentioned the company name in the introduction.
Did the agent give their name? Agent said: this is Raza. ✅ The agent provided their name.
Did the agent ask how they could help the customer? If inbound Agent did not explicitly ask how to help. ❌ The call did not include asking how to 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. ❌ The agent did not confirm if the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Marketing preference not discussed. ❌ The agent did not ask for marketing preferences.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? No confirmation of authorized person was made. ❌ The agent did not ask for the name and contact number of the authorized person.
Did the Agent Confirm the type of Property? Property type not discussed. ❌ The agent did not confirm the type of property.
Did the agent confirm it was for domestic gas? N/A Boiler Cover is not mentioned in this call.
Did the agent confirm the boiler was in full working order N/A Boiler Cover is not mentioned in this call.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler Cover is not mentioned in this call.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Boiler Cover is not mentioned in this call.
Did the agent confirm where Is The Boiler Located? N/A Boiler Cover is not mentioned in this call.
Did the agent confirm wall Mounted? N/A Boiler Cover is not mentioned in this call.
Did the agent confirm age Of Boiler? N/A Boiler Cover is not mentioned in this call.
Did the agent informed 14 days Exclusion of period to customer? (if required) N/A Neither Boiler Cover nor Home Emergency Cover is mentioned in this call.
Did the agent confirm confirm purchase year of appliance? N/A Appliance Cover is not mentioned in this call.
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 is not mentioned in this call.
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 is not mentioned in this call.
Did the agent confirm confirm the Brand of the Appliance? N/A Appliance Cover is not mentioned in this call.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Appliance Cover is not mentioned in this call.
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 is not mentioned in this call.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A Appliance Cover is not mentioned in this call.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Appliance Cover is not mentioned in this call.
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 is not mentioned in this call.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? N/A Car Breakdown Cover is not mentioned in this 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 Insufficient information in transcript.
Did the agent confirm do You Have Cover In Place? N/A Insufficient information in transcript.
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? N/A Insufficient information in transcript.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Customer said: Sorry, I don't understand. What do you want me to do? ❌ Customer did not understand the next steps.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? N/A Insufficient information in transcript.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: ...looking at our Home Essentials cover with £75 excess. ✅ Excess was discussed during the call.
Did the agent confirm inception Date? N/A Insufficient information in transcript.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? N/A Insufficient information in transcript.
Did the agent confirm dd Details Taken In Full? N/A Insufficient information in transcript.
Did the agent confirm dd Date Given (ask customer if multiple options)? N/A Insufficient information in transcript.
Did the agent confirm length Of Contract? N/A Insufficient information in transcript.
Did the agent confirm excess? Agent said: ...looking at our Home Essentials cover with £75 excess. ✅ The excess was confirmed during the conversation.
Did the agent confirm type Of Policy? Agent said: Home Essentials cover. ✅ The type of policy was discussed.
Did the agent confirm the dd waeparate mentioned to t the customer N/A Insufficient information in transcript.
Did the agent provide the policy reference number to the customer? N/A Insufficient information in transcript.
Did the agent offer the appropriate solution to meet the customers needs? N/A Insufficient information in transcript.
Did the agent answer any customer questions with a satisfactory response? Customer said: Sorry, I don't understand. ❌ Customer remained confused about the agent's response.
Did the agent offer detailed explanations of the service/product being discussed? N/A Insufficient information in transcript.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer said: Sorry, I don't understand. ❌ Customer did not express satisfaction during the call.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A Insufficient information in transcript.
Did the agent follow the correct internal procedures for transferring the call? N/A Insufficient information in transcript.
Did the agent add proper notes as per the communication with customer? N/A Insufficient information in transcript.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Insufficient information in transcript.
Did the agent avoid long pauses during the call? Agent maintained conversation without long pauses. ✅ No significant pauses were noticed in the transcript.
Did the agent confirm was the agent professional throughout the call? Agent addressed the customer politely. ✅ The agent was respectful and professional.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent failed to proactively assist the confused customer. ❌ The agent did not provide clear guidance or resolution.
Did the agent build a good rapport with the customer? Lack of clear understanding and interaction. ❌ The agent did not connect or understand customer needs sufficiently.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Agent's speech was consistent. ✅ The agent maintained a consistent tone and pace.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent showed no empathy when confusion occurred. ❌ No empathy or apologies were offered despite confusion.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) No jargon was used. ✅ The agent communicated in plain language.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A No vulnerability was indicated in the transcript.
Did the agent confirm adherence to conduct policy and TCF? N/A Lack of evidence regarding conduct policy adherence.
Did the agent provide the clear accurate information, and the customer comprehended it? Customer was confused about the pricing details. ❌ The customer did not understand the pricing offer.
Did the agent reiterate any information that could be confusing to the customer? Customer expressed confusion, no clarification was given. ❌ The agent did not reiterate the needed information.
Did the agent Inform customer of subject access request? (If needed) N/A No subject access request was needed.
Did the agent speak clearly and was fully understood by the customer? The customer repeatedly expressed confusion. ❌ Clear communication was lacking.
Did the agent demonstrate active listening skills? Agent did not respond to customer confusion effectively. ❌ The agent did not address the customer's concerns.
Did the agent ensure that they provided the customer with a service that suited them? Customer confusion over the service offered. ❌ Service suitability was not confirmed with the customer.
Did the agent ensure that the customer understood any agreements or outcomes? Customer did not understand what to do next. ❌ The next steps were not clearly understood by the customer.
Did the agent confirm was all information provided to the customer accurate and relevant? Customer queried pricing inconsistencies. ❌ The information on pricing was unclear to the customer.
Did the agent ask if there was any further help needed? No offer for further assistance was made. ❌ The agent did not ask if further help was needed.
Did the agent ensure that the customer was happy with the service received? Customer was confused by the offer. ❌ The customer did not express satisfaction.
Did the agent close the call in an appropriate manner? Call ended without proper closure. ❌ The call did not conclude appropriately.
Did the agent summaries the call discussion and any agreement? No summary of the discussed agreement. ❌ The agent did not recap the call discussion.
Did the agent ask customers consent for the End of Call Survey? No survey consent was requested. ❌ The agent did not ask for survey consent.
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