Call Details

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

Analysis Summary

Summary
The agent offered a discounted price for the Home Essentials cover, but there was some confusion regarding the excess amount and the discount. The customer agreed to the price but seemed unsure about the next steps. The call ended without clear resolution, as the customer was left waiting for further instructions.
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. Sir, this is the price I'm seeing online.
Customer: So what discount are you offering?
Agent : You're getting £4.49, right? With £75 excess, right?
Customer: £45 excess. That's £4.99 with £45 excess.
Agent : Yeah. 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?
Customer: Sorry, I don't understand. What do you want me to do?
Customer: Hello?
Customer: Hello?
Customer: Hello?

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? Hi there Mr. Ahmed, this is Raza from 24-7 Home Rescue. How are you doing today, okay? ✅ The agent opened the call with a polite greeting.
Did the agent mention the name of the company? this is Raza from 24-7 Home Rescue. ✅ The agent mentioned the company name.
Did the agent give their name? this is Raza from 24-7 Home Rescue. ✅ The agent provided their 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 information to determine this.
Did The Agent Confirm Marketing Preference From Customer? N/A The transcript does not provide enough information to determine this.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? N/A The transcript does not provide enough information to determine this.
Did the Agent Confirm the type of Property? N/A The transcript does not provide enough information to determine this.
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 in this call.
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 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 evidence of exclusion period discussed.
Did the agent confirm do You Have Cover In Place? N/A No evidence of cover confirmation.
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 No evidence of script reading.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? N/A No evidence of plan explanation.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? N/A No evidence of exclusion information.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent said: You're getting £4.49, right? With £75 excess, right? ✅ Agent discussed premium and excess.
Did the agent confirm inception Date? N/A No evidence of inception date confirmation.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? N/A No evidence of auto-renewal discussion.
Did the agent confirm dd Details Taken In Full? N/A No evidence of direct debit details.
Did the agent confirm dd Date Given (ask customer if multiple options)? N/A No evidence of direct debit date discussion.
Did the agent confirm length Of Contract? N/A No evidence of contract length discussion.
Did the agent confirm excess? Agent said: You're getting £4.49, right? With £75 excess, right? ✅ Agent confirmed excess amount.
Did the agent confirm type Of Policy? N/A No evidence of policy type confirmation.
Did the agent confirm the dd waeparate mentioned to t the customer N/A No evidence of direct debit separation.
Did the agent provide the policy reference number to the customer? N/A No evidence of policy reference number provided.
Did the agent offer the appropriate solution to meet the customers needs? N/A No evidence of solution offering.
Did the agent answer any customer questions with a satisfactory response? Customer said: Sorry, I don't understand. What do you want me to do? ❌ Customer expressed confusion, indicating unsatisfactory response.
Did the agent offer detailed explanations of the service/product being discussed? N/A No detailed explanations provided.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer said: Sorry, I don't understand. What do you want me to do? ❌ Customer expressed confusion, indicating dissatisfaction.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A No evidence of hold procedures.
Did the agent follow the correct internal procedures for transferring the call? N/A No evidence of call transfer.
Did the agent add proper notes as per the communication with customer? N/A No evidence of note-taking.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A No evidence of task creation.
Did the agent avoid long pauses during the call? Customer said: Hello? Hello? Hello? ❌ Long pauses were present as indicated by repeated 'Hello?' from the customer.
Did the agent confirm was the agent professional throughout the call? Agent said: Hi there Mr. Ahmed, this is Raza from 24-7 Home Rescue. ✅ The agent maintained professionalism in greeting and addressing the customer.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent said: Sir, I believe you are online looking at our Home Essentials cover. ✅ The agent confidently provided information about the cover.
Did the agent build a good rapport with the customer? Agent said: How are you doing today, okay? ✅ The agent attempted to engage the customer in a friendly manner.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? N/A Insufficient information to determine tone, pitch, volume, and pace.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent said: That's the best we can do. ❌ The agent did not show empathy when the customer expressed confusion.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Agent said: Home Essentials cover with £75 excess. ✅ The agent used clear language without jargon.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A No indication of customer vulnerability in the transcript.
Did the agent confirm adherence to conduct policy and TCF? N/A Insufficient information to determine adherence to conduct policy and TCF.
Did the agent provide the clear accurate information, and the customer comprehended it? Customer said: Sorry, I don't understand. ❌ The customer expressed confusion, indicating lack of comprehension.
Did the agent reiterate any information that could be confusing to the customer? Customer said: Sorry, I don't understand. ❌ The agent did not reiterate information when the customer was confused.
Did the agent Inform customer of subject access request? (If needed) N/A No subject access request was discussed in the transcript.
Did the agent speak clearly and was fully understood by the customer? Customer said: Sorry, I don't understand. ❌ The customer indicated they did not fully understand the agent.
Did the agent demonstrate active listening skills? Customer said: Sorry, I don't understand. ❌ The agent did not address the customer's confusion effectively.
Did the agent ensure that they provided the customer with a service that suited them? N/A Insufficient information to determine if the service suited the customer.
Did the agent ensure that the customer understood any agreements or outcomes? Customer said: Sorry, I don't understand. ❌ The customer did not understand the agreement or outcome.
Did the agent confirm was all information provided to the customer accurate and relevant? Agent said: You're getting £4.49, right? With £75 excess, right? ✅ The agent provided accurate pricing information.
Did the agent ask if there was any further help needed? Agent said: That's the best we can do. ❌ The agent did not ask if further help was needed.
Did the agent ensure that the customer was happy with the service received? Customer said: Sorry, I don't understand. ❌ The customer expressed confusion, indicating dissatisfaction.
Did the agent close the call in an appropriate manner? Customer said: Hello? Hello? Hello? ❌ The call was not closed appropriately due to long pauses.
Did the agent summaries the call discussion and any agreement? Customer said: Sorry, I don't understand. ❌ The agent did not summarize the discussion effectively.
Did the agent ask customers consent for the End of Call Survey? N/A No end of call survey was mentioned in the transcript.
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