Call Details

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

Analysis Summary

Summary
The call started with the agent greeting Mr. Ahmed and discussing the Home Essentials cover. The conversation primarily focused on the pricing details and whether a discount could be applied when purchasing online. The call ended with confusion as the customer did not receive clear guidance on the next steps.
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?
Agent : £45 excess. That's £4.99 with £45 excess.
Customer: Yeah.
Agent : Okay, so we'll give you £4.49.
Customer: Okay, fine. 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?
Agent : Sorry, I don't understand. What do you want me to do?
Customer: Hello?
Agent : Hello?
Customer: 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.
Did the agent give their name? Agent said: this is Raza from 24-7 Home Rescue. ✅ The agent introduced themselves by name.
Did the agent ask how they could help the customer? If inbound ❌ The agent did not explicitly ask how they could help 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? N/A The transcript does not provide enough evidence to determine this.
Did The Agent Confirm Marketing Preference From Customer? N/A The topic of marketing preference was not discussed.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? N/A The transcript does not provide enough evidence to determine this.
Did the Agent Confirm the type of Property? N/A The transcript does not provide enough information about the property.
Did the agent confirm it was for domestic gas? N/A Boiler Cover was not mentioned in this call.
Did the agent confirm the boiler was in full working order N/A Boiler Cover was not mentioned in this call.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler Cover was not mentioned in this call.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Boiler Cover was not mentioned in this call.
Did the agent confirm where Is The Boiler Located? N/A Boiler Cover was not mentioned in this call.
Did the agent confirm wall Mounted? N/A Boiler Cover was not mentioned in this call.
Did the agent confirm age Of Boiler? N/A Boiler Cover was not mentioned in this call.
Did the agent informed 14 days Exclusion of period to customer? (if required) N/A Boiler Cover or Home Emergency Cover was not mentioned.
Did the agent confirm confirm purchase year of appliance? N/A Appliance Cover was 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 was 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 was not mentioned in this call.
Did the agent confirm confirm the Brand of the Appliance? N/A Appliance Cover was 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 was 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 was 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 was not mentioned in this call.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Appliance Cover was 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 was 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 was 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 Car Breakdown Cover was not mentioned in this conversation.
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 in this conversation.
Did the agent confirm is the vehicle under 15 years old? N/A Car Breakdown Cover was not mentioned in this conversation.
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 in this conversation.
Did the agent informed 48 hours Exclusion of period to customer? (if required) N/A Transcript does not contain information about exclusion periods.
Did the agent confirm do You Have Cover In Place? N/A Cover confirmation was not mentioned in the call.
Did the agent confirm who Is The Cover With? N/A No indication of customer having an existing cover with another provider.
Did the agent confirm the Cost Of Cover? N/A No indication of customer having an existing cover with another provider.
Did the agent confirm how Much Do You Currently/ Renewal Price? N/A No indication of customer having an existing cover with another provider.
Did the agent confirm scripts Read In Full Regarding The Product Sold? N/A No script reading was confirmed or discussed.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent said: I don't understand. What do you want me to do? ❌ The interaction ended with confusion and no clear understanding was provided.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? N/A Exclusion key products were not discussed.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: That's £4.49, with £45 excess. ✅ The agent clearly communicated the monthly premium and excess.
Did the agent confirm inception Date? N/A Inception date was not mentioned.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? N/A Auto renewal was not discussed.
Did the agent confirm dd Details Taken In Full? N/A No direct debit details mentioned.
Did the agent confirm dd Date Given (ask customer if multiple options)? N/A No date options for direct debit were discussed.
Did the agent confirm length Of Contract? N/A Contract length was not mentioned.
Did the agent confirm excess? Agent said: with £45 excess. ✅ The excess was clearly discussed.
Did the agent confirm type Of Policy? Agent said: Home Essentials cover. ✅ The type of policy was referred to as Home Essentials cover.
Did the agent confirm the dd waeparate mentioned to t the customer N/A Direct debit separation was not mentioned.
Did the agent provide the policy reference number to the customer? N/A Policy reference number was not discussed.
Did the agent offer the appropriate solution to meet the customers needs? Customer said: So what do I do now? Agent said: I don't understand. ❌ The interaction did not result in a confirmed solution or understanding.
Did the agent answer any customer questions with a satisfactory response? Customer asked about discount: You're getting £4.49, right? ❌ The agent's responses did not clarify the discounts satisfactorily.
Did the agent offer detailed explanations of the service/product being discussed? Agent said: That's the best we can do. ❌ Explanations of the product or service were not detailed.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer confusion at end of conversation. ❌ There was clear confusion on the call, indicating a lack of satisfaction.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A No hold procedures were utilized during the call.
Did the agent follow the correct internal procedures for transferring the call? N/A No call transfer procedures were utilized during the call.
Did the agent add proper notes as per the communication with customer? N/A Transcript does not include note-taking by the agent.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A No task creation was mentioned during the call.
Did the agent avoid long pauses during the call? Customer said: Hello? Agent said: Hello? Customer said: Hello? ❌ The conversation experienced potential long pauses indicated by repeated 'Hello?' exchanges.
Did the agent confirm was the agent professional throughout the call? Agent conducted the call without unprofessional behavior. ✅ No unprofessional language or behavior was observed.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent said: Sorry, I don't understand. What do you want me to do? ❌ Agent expressed lack of understanding, suggesting a lack of proactivity.
Did the agent build a good rapport with the customer? Lack of positive interaction demonstrated. ❌ There was limited interaction building any positive rapport.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Agent maintained consistent speech characteristics. ✅ No issues with tone, pitch, volume, or pace were detected.
Did the agent show empathy towards the customer if required (EG- Apologizing?) N/A No clear opportunity to show empathy was presented.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) No jargon or slang was noted. ✅ Agent did not use any jargon during the conversation.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A No vulnerabilities were identified in the transcript.
Did the agent confirm adherence to conduct policy and TCF? Agent behavior aligned with conduct policy. ✅ No breaches of conduct policy were detected.
Did the agent provide the clear accurate information, and the customer comprehended it? Customer said: What do I do now? ❌ Customer displayed confusion regarding information provided.
Did the agent reiterate any information that could be confusing to the customer? Customer confusion was not addressed. ❌ The agent did not clarify the confusing information for the customer.
Did the agent Inform customer of subject access request? (If needed) N/A No subject access request discussion occurred.
Did the agent speak clearly and was fully understood by the customer? Customer said: Sorry? Agent said: That's the best we can do. ❌ The customer did not fully comprehend the agent's statements.
Did the agent demonstrate active listening skills? Agent failed to address customer's follow-up queries. ❌ Agent did not adequately respond to customer cues.
Did the agent ensure that they provided the customer with a service that suited them? Agent did not offer additional options. ❌ No alternative service suggestions were offered.
Did the agent ensure that the customer understood any agreements or outcomes? Customer expressed confusion about pricing. ❌ Customer's misunderstanding of pricing was not resolved.
Did the agent confirm was all information provided to the customer accurate and relevant? Agent provided conflicting excess amounts. ❌ There were discrepancies in the excess amounts discussed.
Did the agent ask if there was any further help needed? No closing inquiry was made. ❌ The call ended without the agent confirming further needs.
Did the agent ensure that the customer was happy with the service received? No confirmation of customer satisfaction. ❌ The agent did not check the customer's satisfaction level.
Did the agent close the call in an appropriate manner? 'Hello' exchange without resolution. ❌ Call ended abruptly with communication breakdown.
Did the agent summaries the call discussion and any agreement? No summary provided by agent. ❌ The conversation ended without a summary of discussed points.
Did the agent ask customers consent for the End of Call Survey? End of call survey was not mentioned. ❌ No request for survey participation was made.
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