Call Details

ID8369
File20251006-160101_01873831723-all.mp3
DepartmentPPCNewBusiness
UserEmaan Ahmed
Detected2025-10-06 16:00:01
Audio

Analysis Summary

Summary
The agent discussed home rescue cover options with the customer, explaining various excess fees and policy details. The customer, having difficulty hearing, selected a zero excess policy option. Personal information was collected, and the customer opted to receive documents by post. The agent was polite and tried to accommodate the customer's hearing difficulties.
QA Summary
Agent Sentiment 🙂 Satisfied
Customer Sentiment 😐 Neutral
Resolved ✔ Yes
Compliant ✖ No

Transcript

Agent : 24-7 Home Rescue, this is Imanis speaking. How may I help you?
Customer: Oh, good afternoon. That was a quick response. Hello, I was wondering about the home rescue cover, please.
Agent : Okay, this is 24-7 Home Rescue. May I know which level of cover you are interested in? Can you tell me the name of the cover?
Customer: It's plumbing and electrics.
Agent : Plumbing and electrics. Like in Home Essentials, where are we covering plumbing, home electrics, home security, pest control and drainage?
Customer: Yes, the home. Our gas system is too old. I think you've probably got a limit on the age for a gas system.
Agent : Okay, ma'am. Just confirm one thing. You don't want any boiler breakdown or central heating stuff. You just need plumbing, home electrics, home security, pest control and drainage, right?
Customer: Yes.
Agent : Okay, perfect. May I know which level of access you want to go with? 0, 45, 75, 95?
Customer: Sorry, what was that?
Agent : May I know which level of access you want to go with? 0, 45, 75 or 95?
Customer: Well, you've got here half-price home emergency cover on the internet for $13.99.
Agent : Well, ma'am, you're talking about the boiler breakdown cover. The boiler breakdown cover, is it? Yes, and the name of that cover, My Home Plus, right?
Customer: Yes, it's got here, it says boiler breakdown, annual boiler service, central heating system, plumbing, home electrics, home security, pest control and drainage for $13.99.
Agent : Yes, with 95 access. So the price you're saying, is it right? But it's with 95 access, so do you want to go with 95 access?
Customer: I have hearing problems, so I'm struggling to hear you.
Agent : I said, you mentioned to me about this cover and the price, which is right. I want to know, do you want to go with 95 access?
Customer: 95 access?
Agent : Yeah, do you want to go with 95 access?
Customer: I don't know what that means.
Agent : Like a call-out fee, whenever you make a claim, you have to pay an excess call-out fee?
Customer: And how much would the extra fee be?
Agent : This is not an extra fees, ma'am. Like, do you know, call-out charges, whenever you make a claim, if you select any kind of call-out fees, then you have to pay that fees.
Customer: I don't know. I'm with a different company at the moment, so I was hoping, but I'm struggling to hear you, I'm afraid, which is quite frustrating.
Agent : I'll try my best. Let me make it easier for you. I have four levels of access, 0, 45, 75 and 95. Which one is best for you?
Customer: What, cover?
Agent : Ma'am, access, access.
Customer: Oh, you mean money? 45 pounds, 75 and 95 pounds? These are the call-out fees.
Agent : Fees?
Customer: Yeah, right. So, you've got a 0, have you, you said?
Agent : Yeah, we have 0 access, like 0 claims fee, 0, we have 45 claims fee, then we have 75 claims fee, and then in the last, we have 95 claims fee. Which claims fee is best for you?
Customer: I'm sorry, I am struggling to hear you, I'm going to have to leave, I'm really sorry.
Agent : No problem. Thank you, this is really disappointing. You haven't got anybody else who's got a louder voice who can speak for me? Now, can you hear me?
Customer: Well, if I loud my voice, you think I'm yelling, but I'm not yelling. I can speak to you in a louder voice. Can you hear me now?
Customer: I don't understand, I don't understand the 0, 45, 75, 95. I don't understand what you mean by that.
Agent : Let me explain you. By the way, can you hear me okay now? Right.
Customer: Okay, so ma'am, these are the X's. Do you know what is X's?
Customer: Yes, X's.
Agent : X's, this is, exactly. These are the X's, 0 X's, 45 X's, 75 X's, 95 X's.
Customer: So every time I call somebody out, I've got to choose one of those that I want to pay, yes?
Agent : Yeah.
Customer: Yes, so if I wanted to pay 0, then the monthly payment would be more expensive.
Agent : Yeah, I can let you know. If you go with 0 X's on my Home Plus cover, I can give you 19.19.
Customer: 19.19 a month?
Agent : Yeah.
Customer: Right, and if it's 45 pounds?
Agent : With the 45, the actual price, no, with the 45, I can offer you, just give me a quick moment, I can offer you 13.19 with 45.
Customer: 13.45?
Agent : 13 pounds and 19 pence.
Customer: 13 pounds and 19 pence?
Agent : Yeah.
Customer: Yeah, 13 pounds and 19 pence.
Agent : With 45 X's?
Customer: With a 45 pound excess, yeah.
Agent : Yes, so we'd have to pay 45 pounds to have a call out, yeah.
Agent : Yes.
Customer: Okay, and that would be for electrics and plumbing?
Agent : For everything, whenever you make a claim for any kind of thing, you have to pay the excess. It could be boiler, it could be plumbing, it could be electrics, whatever, so.
Customer: Yeah, just a minute. Have you got an age on gas central heating?
Agent : Age of gas central heating? There's no any kind of age required.
Customer: Right, okay, then I'll go with that, 13.19, that would be lovely.
Agent : Perfect, perfect, just give me a quick moment.
Customer: And that's a two year fixed price?
Agent : This is for 12 months, ma'am.
Customer: For 12 months, right?
Agent : Yeah.
Customer: Yeah.
Agent : Okay?
Customer: Yeah.
Agent : And ma'am, I'm just speaking in a louder way, please don't think I'm yelling on you, alright?
Customer: No, no, no, I don't think you're yelling on me, not at all.
Agent : Well, I cannot do this, you are my respected senior citizen, I respect you.
Customer: Thank you.
Agent : Yeah, I was just trying to speak more louder so that you can understand, I was just afraid you don't think I'm yelling.
Customer: No, I don't think you're yelling, I think you're speaking louder for me because I'm deaf.
Agent : Exactly, no, no, please don't use this word, you are my senior citizen, I respect you. And my, I'm sorry, now may I know ma'am, what's your first name?
Customer: It's Annette.
Agent : Spell it.
Customer: A-double-N-E-double-T-E. Annette.
Agent : A-double-N-E-T-E.
Customer: A-double-N-E-T-T-E.
Agent : Got it, your last name?
Customer: Lumpkin, it's L-U-M-P-K-I-N.
Agent : Perfect, and do you want to use the same phone number which is ending on 723?
Customer: Yes, please.
Agent : Alrighty, your email please.
Customer: I haven't got email.
Agent : You haven't got any email?
Customer: No.
Agent : Just bear with me. Can you use any, like, can you use, like your family member or someone, your daughter, your husband?
Customer: No, we haven't got none, no.
Agent : Have we got father's mail? Okay, don't worry.
Customer: No, have we got father's mail?
Agent : Okay, let me explain you. If you don't have any email, we will post you every information which is necessary. sorry for you to have it in a paperback alright in a document you you can't do paper form I was just saying I will send you all the important documents terms and conditions and everything by post okay lovely yes that would be lovely thank you you will get it in 7 to 10 business days and may I know what's your date of birth your happy birthday it's 15 11 61 1961 and you know ma'am I'm enjoying to speak louder well give me good wife to me perfect okay and I believe you're getting this cover for your residential property and you are the homeowner yeah yes are you miss or missus I'm a missus you're a missus and what's your postcode N for Newport 7 9 r a is an alpha um n p 7 9 r a a for alpha yeah got it what's your first line of address 15 penny bonds 15 penny caught it ma'am let's move forward and you mentioned to me you are the homeowner yeah yes perfect let's move onward to perfect let's move forward on that so ma'am I just need to let you know that 24 7 home rescue is a trading name of 24 7 home assist limited who are authorized and regulated by the financial conduct authority can you hear me okay yeah I can hear you yeah you're speaking lovely thank you perfect our insurance policies are underwritten by evolution insurance company limited it's important that you provide full and accurate information this help us to arrange your cover and to support you when you need us for details how we use your information and to view our privacy policy please visit 24 7 home rescue dot co dot uk and one final thing we record all of our calls to help us improve how we support our customers and I believe ma'am your boiler I'm sorry your boiler is gas domestic fully working and mounted on the wall yeah yes perfect what's your boiler's location so what was that mounted on the wall your boiler is mounted on a wall no our boiler is a back boiler behind the fire you have a back boiler yes well ma'am I'm I'm sorry to let you know that well I'm Ray uh we don't uh cover back boilers I know that's why I only wanted plumbing and electrics oh so instead of t
Agent : Is that okay that's the one I wanted yes okay that's completely fine just give me a quick moment okay just bear with me.
Customer: Okay so now I'm just going to let you know the price of the home essentials just give me a minute so if you still go with the 45 excess okay.
Agent : Then the price of home essential for you after providing the discount will be oh my god just bear with me okay will be four pounds and 49 pence are you okay with that.
Customer: What if we have the zero then with the zero excess after providing the discount it will be 10 pounds and 79 pence.
Customer: Yeah I'll have the zero then please perfect let's move forward on that.
Agent : And I want to know, do you have any issue with your plumbing, drainage, electrics, infestations of pest in your house, security issue, broken doors or windows, insecure?
Customer: No, nothing. Oh, they're all secure, yes. Nothing's broken.
Agent : All right. Great. And do you have any existing home essentials cover with any other provider or a boiler breakdown cover with any other provider?
Customer: I have. I'm going to ring them up and cancel in a minute because it's the end of term. It's the end of the year. So I've had a letter through and they've upped it by quite a lot. So that's why I thought I'd ring you first and then I'll ring them up and cancel.
Agent : Brilliant idea. May I know what's the company name?
Customer: It's HomeServe.
Agent : HomeServe. And they're offering you... £24.39 a month.
Customer: For what? For home essentials or for boiler breakdown?
Agent : No, for electrics and plumbing.
Customer: Okay.
Agent : Just bear with me. All right. I got it. And do you pay excess to them or no?
Customer: No.
Agent : Brilliant. Let's get back to on the cover that you're interested in. So ma'am, in the home essentials, we are going to cover you drainage, home electrics, home security, pest control, and plumbing. And the key product features are shown online to keep our products affordable. They're also something that we don't cover. I believe you look online and you're happy you understand with these features, prices, exclusions, everything. Great. We'll send you the full terms and condition.
Customer: Please take some time to read to them. If anything isn't clear, please ma'am, get in touch. Right now, you're going with zero excess and your monthly premium is £10.79. All right?
Agent : Within 24 hours and you should take reasonable steps to limit any further damage. If our engineer recommends improvements to fix an underlying problem, it's your responsibility to make them. If you don't continue to make claims caused by the same problem, you may not be able to cover them. And can I know when would you like to start this cover?
Customer: Or when? Can you start it on the 25th of October?
Agent : 25th of October, perfect ma'am. I will start it. Your cover will continue for 12 months from your start date and will renew automatically. You can change this at any time by contacting us. We will contact you before your renewal date to give you all relevant information. Our terms and conditions provide everything you need including how to get in touch, how to make a complaint. There's also an insurance product information document which is a summary of your insurance cover. I'll send these with your welcome letter. Please take some time to read through them. May I have your postcode, I'm sorry, may I have your sort code and account number to set up your monthly payments?
Customer: Oh, right, yes. Um... Sorry for giving me cards. Right, the sort code is two zero zero zero eight five.
Agent : And the account number?
Customer: Four zero five nine five one nine five.
Agent : Name of account?
Customer: It's Mrs. A. Lumpkin.
Agent : Okay, bear with me. Bear with me. Okay. And ma'am, you mentioned to me you are the homeowner of this house and you're getting this cover for your residential property and this is your banking details. All things are right, is it?
Customer: Yes.
Agent : Perfect. And I have and your cover, I'm sorry, your payment collection date is going to be first of November, okay?
Customer: Right.
Agent : Perfect. Your cover will start from twenty-fifth of October of this month and your first payment collection date is first of November. Let's move forward. Would you like to write down your reference number or do you want me to send you by post?
Customer: You can send that by post, that would be lovely.
Agent : Perfect. Ma'am, every information you will get it in the post, okay, within seven to ten business days, all right?
Customer: That's lovely, thank you.
Agent : Perfect. So right now you're going with home essentials cover. This is a twelve-month contract, so if you cancel after the first fourteen days, there may be a cancellation fee. Your first year's monthly payment, which will be taken by your direct debit, will be ten pounds and seventy-nine pence. You're going with zero excess. And I'll send you an email, I'm sorry, I will send you everything by post. I'm sorry, I'm like, I'm used to saying this word. I'll send you a post which includes your welcome letter and other important documents like the full terms and conditions. Please take some time to read through them. If you change your mind or have any further questions, please get in touch. You have a fourteen-day schooling off period in which you may cancel with nothing to pay. And for the marketing preference, except from the email, which option is best for you, post, phone, text, or that's it? Okay, thank you.
Customer: No, no, I'm asking to you, except from the email, which marketing preference is best for you, post, phone, or text?
Customer: Post.
Agent : Brilliant. You can do post or phone.
Customer: Post or phone, okay, let me select both of them.
Agent : Okay, and now would you like to authorize anyone else on the policy who can speak on your behalf?
Customer: Yes, my husband.
Agent : Okay, your husband, just bear with me. Can you confirm your husband's name?
Customer: David.
Agent : Okay. Lumpkin.
Agent : Okay. Well, your husband is very lucky because he has a very kind wife. You should be very happy.
Customer: Thank you.
Agent : Alright, and may I know your, I'm sorry, may I know his phone number?
Customer: It's the same as this.
Agent : Okay. Bear with me. Ending on seven, two, three, yeah?
Customer: It is, yes.
Agent : Brilliant. Alrighty. And ma'am, to our valued customer, we are also offering two months free for the roadside assistance. Are you interested in this or no?
Customer: No, thank you.
Agent : Okay. And in the last, ma'am, would you like to complete a quick automated survey with three short questions to give the feedback of this call how useful it is for you?
Customer: Yes, please.
Agent : Perfect. That's completely everything from my side, ma'am. Is there something else?
Customer: Can I help you with?
Customer: No, that's lovely. Thank you very much. You've been really helpful.
Agent : Thank you so much for your kind words, ma'am, and you have a wonderful day ahead, and let me transfer this call to the automated survey, OK?
Customer: Right. Thank you for helping me.
Agent : That's lovely. Thanks very much.
Customer: Thank you.
Agent : Bye-bye.
Customer: Bye.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? Agent said: 24-7 Home Rescue, this is Imanis speaking. How may I help you? ✅ The agent opened the call with a greeting and offered help.
Did the agent mention the name of the company? Agent said: 24-7 Home Rescue. ✅ The agent mentioned the company name at the beginning of the call.
Did the agent give their name? Agent said: this is Imanis speaking. ✅ The agent provided their name during the greeting.
Did the agent ask how they could help the customer? If inbound Agent said: How may I help you? ✅ The agent explicitly asked 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? Agent said: you are the homeowner yeah? ✅ The agent confirmed the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Agent said: which marketing preference is best for you, post, phone, or text? ✅ The agent confirmed the customer's marketing preferences.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Customer said: Yes, my husband. Agent said: Can you confirm your husband's name? Customer said: David. Agent said: Okay. Lumpkin. ✅ The agent confirmed the name and contact for the authorized person.
Did the Agent Confirm the type of Property? Agent said: you are getting this cover for your residential property. ✅ The type of property was confirmed as residential.
Did the agent confirm it was for domestic gas? N/A Boiler cover was not mentioned in this conversation.
Did the agent confirm the boiler was in full working order N/A Boiler cover was not mentioned in this conversation.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Boiler cover was not mentioned in this conversation.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Boiler cover was not mentioned in this conversation.
Did the agent confirm where Is The Boiler Located? N/A Boiler cover was not mentioned in this conversation.
Did the agent confirm wall Mounted? N/A Boiler cover was not mentioned in this conversation.
Did the agent confirm age Of Boiler? N/A Boiler cover was not mentioned in this conversation.
Did the agent informed 14 days Exclusion of period to customer? (if required) Agent said: You have a fourteen-day cooling off period in which you may cancel with nothing to pay. ✅ The agent informed about the 14-day exclusion period.
Did the agent confirm confirm purchase year of appliance? N/A Appliance cover was not mentioned in this conversation.
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 conversation.
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 conversation.
Did the agent confirm confirm the Brand of the Appliance? N/A Appliance cover was not mentioned in this conversation.
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 conversation.
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 conversation.
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 conversation.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Appliance cover was not mentioned in this conversation.
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 conversation.
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 conversation.
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 Exclusion period discussed related to a 14-day period.
Did the agent confirm do You Have Cover In Place? Agent said: And do you have any existing home essentials cover with any other provider? ✅ The agent confirmed that the customer had cover with another provider.
Did the agent confirm who Is The Cover With? Customer said: It's HomeServe. ✅ The agent confirmed the name of the existing provider.
Did the agent confirm the Cost Of Cover? Agent said: HomeServe. And they're offering you... £24.39 a month. ✅ The agent confirmed the cost of cover with the existing provider.
Did the agent confirm how Much Do You Currently/ Renewal Price? N/A Renewal price not explicitly discussed.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent provided detailed information on product features and policy details. ✅ The agent discussed terms, conditions, and provided relevant policy information.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent clarified cover options and excess fees. ✅ The agent offered multiple plan details and answered customer queries.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent explained coverage and exclusions. ✅ The agent informed the customer about exclusions.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Customer said: 19.19 a month? Agent said: Yeah. ✅ The agent discussed monthly premium and excess fees.
Did the agent confirm inception Date? Customer said: Can you start it on the 25th of October? Agent said: 25th of October. ✅ The agent confirmed the inception date for the policy.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Agent said: Your cover will renew automatically. ✅ The agent informed about the policy's auto-renewal feature.
Did the agent confirm dd Details Taken In Full? Agent collected all necessary details for direct debit. ✅ The agent took full details for the direct debit setup.
Did the agent confirm dd Date Given (ask customer if multiple options)? Agent said: payment collection date is going to be first of November. ✅ The agent confirmed the direct debit date.
Did the agent confirm length Of Contract? Agent said: This is a twelve-month contract. ✅ The agent confirmed the contract length.
Did the agent confirm excess? Agent discussed excess options and confirmed choice. ✅ Excess details were discussed and confirmed.
Did the agent confirm type Of Policy? Agent said: So right now you're going with home essentials cover. ✅ The agent confirmed the type of policy selected.
Did the agent confirm the dd waeparate mentioned to t the customer Agent confirmed payment collection and method. ✅ Details of the direct debit were confirmed.
Did the agent provide the policy reference number to the customer? N/A No reference number mentioned in the transcript.
Did the agent offer the appropriate solution to meet the customers needs? Agent provided options suitable for the customer's requirements. ✅ Solutions offered aligned with customer's needs.
Did the agent answer any customer questions with a satisfactory response? Agent addressed multiple inquiries about cover and fees. ✅ The agent provided thorough answers to customer questions.
Did the agent offer detailed explanations of the service/product being discussed? Agent explained policy details and exclusions. ✅ Comprehensive explanations were given throughout the call.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer expressed gratitude and satisfaction at the end of the call. ✅ The call concluded with customer expressing satisfaction.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A No instance of holding the customer was observed.
Did the agent follow the correct internal procedures for transferring the call? N/A No call transfer occurred during the conversation.
Did the agent add proper notes as per the communication with customer? N/A Transcript did not provide information regarding note-taking.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A The transcript does not indicate any task creation.
Did the agent avoid long pauses during the call? No significant pauses were present. ✅ The call flowed smoothly without long pauses.
Did the agent confirm was the agent professional throughout the call? Agent maintained a professional demeanor. ✅ Professionalism was evident throughout the call.
Did the agent confirm was the agent pro-active and confident throughout the call? The agent provided proactive and clear explanations. ✅ Proactivity and confidence were demonstrated.
Did the agent build a good rapport with the customer? Agent showed empathy and adaptability to the customer's hearing difficulties. ✅ Rapport was established by accommodating customer's needs.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Customer expressed difficulty hearing at several points. ❌ The agent had to repeatedly adjust volume due to customer's difficulty hearing.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent said: you are my respected senior citizen, I respect you. ✅ Empathy was shown towards customer's hearing issues.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Explanations were free of jargon and clarified when needed. ✅ Clear language was used without jargon or slang.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? The agent adjusted communication style for customer's hearing issue. ✅ Customer's hearing difficulty was addressed appropriately.
Did the agent confirm adherence to conduct policy and TCF? Agent maintained professional standards and respectful conduct. ✅ Conduct throughout the call adhered to policy.
Did the agent provide the clear accurate information, and the customer comprehended it? Customer expressed satisfaction and confirmed understanding. ✅ Information was clearly communicated and understood.
Did the agent reiterate any information that could be confusing to the customer? Agent repeatedly explained excess fees clearly. ✅ Reiterations were made for clarity where needed.
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? Customer repeatedly mentioned struggling to hear. ❌ Full comprehension was not initially achieved.
Did the agent demonstrate active listening skills? Agent adjusted responses based on customer's feedback. ✅ The agent listened actively and responded accordingly.
Did the agent ensure that they provided the customer with a service that suited them? Agent provided and explained various suitable cover options. ✅ Service provided matched customer's stated needs.
Did the agent ensure that the customer understood any agreements or outcomes? Agent clarified terms and obtained customer's confirmation. ✅ Outcomes and agreements were clearly understood.
Did the agent confirm was all information provided to the customer accurate and relevant? Customer confirmed new policy details. ✅ Accurate and relevant information was confirmed.
Did the agent ask if there was any further help needed? Agent asked: Is there something else I can help you with? ✅ Agent asked if further assistance was required.
Did the agent ensure that the customer was happy with the service received? Customer said: You've been really helpful. ✅ Customer confirmed happiness with the service.
Did the agent close the call in an appropriate manner? Agent said: let me transfer this call to the automated survey, OK? ✅ The agent closed the call appropriately with next steps.
Did the agent summaries the call discussion and any agreement? "So right now you're going with home essentials cover. This is a twelve-month contract..." ✅ Agent clearly summarized the agreement details, including contract terms and start date.
Did the agent ask customers consent for the End of Call Survey? "Would you like to complete a quick automated survey with three short questions..." ✅ Agent explicitly asked for and received consent for the survey at the end.
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