Call Details

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

Analysis Summary

Summary
The agent assisted the customer with inquiries about home rescue cover, explaining details about plumbing and electrics. Despite the customer's hearing issues, the agent maintained a clear and respectful demeanor, confirming important details and handling questions effectively. The customer was satisfied with the purchase decision, opting for zero excess coverage.
QA Summary
Agent Sentiment 😊 Happy
Customer Sentiment 😊 Happy
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?
Customer: Can you tell me the name of the cover? 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.
Agent : Okay, the home. Our gas system is too old. I think you've probably got a limit on the age for a gas system.
Customer: I don't know.
Agent : May I know which level of access you want to go with?
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 : $13.99. Well, ma'am, you're talking about the boiler breakdown cover. The boiler breakdown cover, is it?
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. Do you remember that?
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 : 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. Oh, you mean money?
Customer: 45 pounds, 75 and 95 pounds?
Agent : These are the call-out fees.
Customer: Fees.
Agent : Yeah.
Customer: 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?
Agent : Now, can you hear me?
Customer: Well, if I loud my voice, you think I'm yelling, but I'm not yelling. If I, 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 to you. By the way, can you hear me okay now?
Customer: Right.
Agent : 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 : Excess, yeah.
Customer: Excess, 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.
Customer: My, I'm sorry, now may I know ma'am, what's your first name?
Agent : It's Annette. Spell it.
Customer: A-double-N-E-double-T-E.
Agent : Annette.
Customer: Annette, yes.
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?
Customer: Okay, don't worry.
Agent : No, have we got father's mail?
Customer: Don't worry about it.
Agent : Sorry?
Agent : Okay, let me explain you. If you don't have any email, we will post you every information which is necessary.
Customer: 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
Agent : Yeah yes are you miss or missus
Customer: I'm a missus
Agent : you're a missus and what's your postcode
Customer: N for Newport 7 9 r a is an alpha um n p 7 9 r a a for alpha
Agent : yeah got it what's your first line of address
Customer: 15 penny bonds
Agent : 15 penny got it ma'am let's move forward and you mentioned to me you are the homeowner
Customer: yeah yes
Agent : perfect let's move onwards 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
Customer: yeah I can hear you yeah you're speaking lovely thank you
Agent : 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 they 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
Customer: yeah yes
Agent : perfect what's your boiler's location
Customer: so what was that mounted on the wall your boiler is mounted on a wall
Customer: no our boiler is a back boiler behind the fire
Agent : you have a back boiler
Customer: yes
Agent : 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
Customer: I know that's why I only wanted plumbing and electrics
Agent : oh so instant
Agent : I can also offer you a plumbing home electrics home security pest control cover for you is that okay?
Customer: That's the one I wanted, yes.
Agent : If you go with the 45 excess, the price will be £4.49.
Customer: What if we have the zero?
Agent : With zero excess, the price is £10.79.
Customer: I'll have the zero then, please.
Agent : Do you have any issues with plumbing, drainage, electrics, etc.?
Customer: No, nothing.
Agent : Do you have any existing home essentials cover?
Customer: I have. I'm going to ring them up and cancel. It's with HomeServe, for electrics and plumbing, at £24.39 a month.
Agent : We'll send you the full terms and condition, please take some time to read them. Right now, you're going with zero excess at £10.79.
Customer: Yes.
Agent : We're offering one month free cover on all kitchen appliances.
Customer: How much is the one month cover?
Agent : Do you have a dishwasher?
Customer: No.
Agent : Do you have a washing machine?
Customer: Yes.
Agent : Do you have tumble dryer?
Customer: No.
Agent : Do you have a hob?
Customer: Yes, it's electric.
Agent : Do you have an oven?
Customer: Yes, it's electric.
Agent : Do you have a fridge and freezer?
Customer: We have a freezer separate from the fridge.
Agent : Do you have a microwave?
Customer: Yes.
Agent : When did you buy your washing machine?
Customer: About eight years ago.
Agent : What about your electric hob?
Customer: Four years.
Agent : What about your freezer?
Customer: About ten years old.
Agent : What about your microwave?
Customer: About two years old.
Agent : We'll provide cover for the electric hob and oven.
Customer: I already have my cooker and washing machine covered. I just want the electric and plumbing.
Agent : Contact us 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: 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. 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 1st of November, okay?
Customer: Right.
Agent : Perfect. Your cover will start from 25th of October of this month and your first payment collection date is 1st 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 12-month contract, so if you cancel after the first 14 days, there may be a cancellation fee. Your first year's monthly payment, which will be taken by your direct debit, will be £10.79. 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 14-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?
Customer: Okay, thank you.
Agent : 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 and 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.
Customer: Lumpkin.
Agent : Okay. Well, your husband is very lucky because he has a very kind wife. Like, to be very honest. Alright, and may I know his phone number?
Customer: It's the same as this.
Agent : Okay. Bear with me. Ending on 723, 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? 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, okay?
Customer: Right. Thank you for helping me.
Agent : That's lovely.
Customer: Thanks very much.
Agent : Thank you.
Customer: Bye-bye.
Agent : 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 polite greeting.
Did the agent mention the name of the company? Agent said: 24-7 Home Rescue, this is Imanis speaking. ✅ The agent mentioned the company name at the start of the call.
Did the agent give their name? Agent said: 24-7 Home Rescue, this is Imanis speaking. ✅ The agent gave their name in the opening statement.
Did the agent ask how they could help the customer? If inbound Agent said: How may I help you? ✅ The agent inquired 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? Customer confirmed they are the homeowner. ✅ The agent confirmed that the customer was the homeowner.
Did The Agent Confirm Marketing Preference From Customer? Customer said: Post. Agent said: Brilliant. ✅ The agent confirmed the customer's marketing preference.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? Customer authorized their husband with same contact number. ✅ The agent confirmed the name and contact number of an authorized person.
Did the Agent Confirm the type of Property? ❌ The agent did not confirm the type of property.
Did the agent confirm it was for domestic gas? Agent confirmed: Boiler is gas domestic. ✅ The agent confirmed the gas type as domestic.
Did the agent confirm the boiler was in full working order Agent confirmed the boiler is fully working. ✅ The agent confirmed the boiler's working condition.
Did the agent confirm what Is The Make And Model Of The Boiler? ❌ The agent did not inquire about the make and model.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? Agent asked if there were any issues with plumbing or electrics. ✅ The agent confirmed there were no issues.
Did the agent confirm where Is The Boiler Located? Customer specified it is a back boiler behind the fire. ✅ The agent confirmed the location of the boiler.
Did the agent confirm wall Mounted? Customer confirmed back boiler, not wall mounted. ❌ The boiler was identified as a back boiler.
Did the agent confirm age Of Boiler? ❌ The agent did not inquire about the boiler's age.
Did the agent informed 14 days Exclusion of period to customer? (if required) Customer informed about 14-day cooling-off period. ✅ The exclusion period information was provided.
Did the agent confirm confirm purchase year of appliance? Customer provided purchase years for appliances. ✅ The agent confirmed the appliance purchase years.
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? ❌ The agent did not confirm working order or origin of appliances.
Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? ❌ The agent did not confirm appliance values.
Did the agent confirm confirm the Brand of the Appliance? ❌ The agent did not confirm appliance brands.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? ❌ The agent did not confirm compliance with manufacturer's instructions.
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? ❌ Age of appliances confirmed but not matched to policy requirements.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? ❌ The agent did not confirm the usage setting of appliances.
Did the agent informed 30 days Exclusion of period to customer? (if required) ❌ The agent did not inform about a 30-day exclusion period.
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 not mentioned.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? N/A Car Breakdown Cover not mentioned.
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 not mentioned.
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 not mentioned.
Did the agent confirm is the vehicle under 15 years old? N/A Car Breakdown Cover not mentioned.
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 not mentioned.
Did the agent informed 48 hours Exclusion of period to customer? (if required) ❌ The agent did not inform about a 48-hour exclusion period.
Did the agent confirm do You Have Cover In Place? Customer confirmed existing cover with HomeServe. ✅ The agent confirmed existing cover.
Did the agent confirm who Is The Cover With? Customer mentioned HomeServe. ✅ The agent confirmed cover with another provider.
Did the agent confirm the Cost Of Cover? ❌ Cost of cover with other provider not confirmed by agent.
Did the agent confirm how Much Do You Currently/ Renewal Price? Customer mentioned HomeServe cost £24.39. ✅ The agent confirmed current cover cost.
Did the agent confirm scripts Read In Full Regarding The Product Sold? Agent explained terms and conditions, and cover details. ✅ Required scripts regarding product sold were read.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent explained excess options and related costs. ✅ Agent provided clear understanding of plans and costs.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Back boilers were identified as not covered. ✅ Agent informed customer about exclusions like back boilers.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Excess options and monthly premiums were detailed. ✅ Agent informed customer of monthly premium and excess.
Did the agent confirm inception Date? Coverage to start on 25th October. ✅ The agent confirmed the policy's inception date.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? Agent informed about automatic renewal. ✅ Agent confirmed policy would auto-renew.
Did the agent confirm dd Details Taken In Full? Sort code and account number were taken. ✅ Direct debit details were obtained.
Did the agent confirm dd Date Given (ask customer if multiple options)? Payment collection date confirmed as 1st November. ✅ Direct debit date was confirmed with the customer.
Did the agent confirm length Of Contract? 12-month contract confirmed. ✅ The agent confirmed the contract length.
Did the agent confirm excess? Agent explained excess fees. ✅ The agent confirmed excess options with the customer.
Did the agent confirm type Of Policy? Home essentials cover was confirmed. ✅ The agent confirmed the type of policy chosen.
Did the agent confirm the dd waeparate mentioned to t the customer ❌ The content and context of this rule are unclear.
Did the agent provide the policy reference number to the customer? Customer opted to receive the reference number by post. ❌ The agent did not provide a reference number over the call.
Did the agent offer the appropriate solution to meet the customers needs? Agent offered a policy meeting the customer's coverage needs. ✅ Solution aligned with customer's requirements for cover.
Did the agent answer any customer questions with a satisfactory response? The agent addressed customer questions about policy details. ✅ The agent provided satisfactory answers to queries.
Did the agent offer detailed explanations of the service/product being discussed? Agent detailed policy conditions and coverage. ✅ The agent explained the product and services thoroughly.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer expressed satisfaction at end of call. ✅ The customer was satisfied with the service provided.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A No hold procedure was observed in the call.
Did the agent follow the correct internal procedures for transferring the call? N/A No call transfer procedure was observed.
Did the agent add proper notes as per the communication with customer? N/A No evidence of note-taking process.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Creating a task was not addressed or required.
Did the agent avoid long pauses during the call? Steady conversational flow throughout. ✅ The agent maintained a consistent pace without long pauses.
Did the agent confirm was the agent professional throughout the call? Polite and professional interaction documented. ✅ The agent's behavior was consistently professional.
Did the agent confirm was the agent pro-active and confident throughout the call? The agent took initiative clarifying options. ✅ The agent was proactive in addressing issues.
Did the agent build a good rapport with the customer? Customer was engaged and satisfied. ✅ Good rapport was evident through positive exchanges.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Agent adjusted tone and volume respectfully. ✅ Agent maintained appropriate tone and volume.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent empathized with hearing issues. ✅ Empathy was shown in interactions about hearing challenges.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Plain language used throughout. ✅ Agent avoided jargon ensuring clarity.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? Hearing issues were acknowledged and addressed. ✅ The agent acknowledged and adapted to customer's hearing issue.
Did the agent confirm adherence to conduct policy and TCF? Professional and fair conduct observed. ✅ The agent adhered to policy standards.
Did the agent provide the clear accurate information, and the customer comprehended it? Excess and policy details accurately communicated. ✅ The customer understood the information given.
Did the agent reiterate any information that could be confusing to the customer? Agent reiterated excess options for clarity. ✅ Agent ensured clarity through reiteration.
Did the agent Inform customer of subject access request? (If needed) N/A No need for subject access request mentioned.
Did the agent speak clearly and was fully understood by the customer? Agent adjusted speech for customer's understanding. ✅ Customer was able to understand the agent clearly.
Did the agent demonstrate active listening skills? Agent responded appropriately to concerns. ✅ Agent listened and addressed customer queries effectively.
Did the agent ensure that they provided the customer with a service that suited them? Policy aligned with customer's stated needs. ✅ Service offered suited the customer's requirements.
Did the agent ensure that the customer understood any agreements or outcomes? Customer confirmed understanding of agreements. ✅ The agent confirmed customer understanding of agreements.
Did the agent confirm was all information provided to the customer accurate and relevant? Relevant policy and excess information given. ✅ The agent provided accurate and pertinent information.
Did the agent ask if there was any further help needed? Agent inquired about additional assistance. ✅ The agent asked if further help was needed at call end.
Did the agent ensure that the customer was happy with the service received? Customer expressed satisfaction with service. ✅ The customer was happy with the interaction.
Did the agent close the call in an appropriate manner? Agent closed the call politely. ✅ Call was closed in an appropriate manner.
Did the agent summaries the call discussion and any agreement? "I will send you everything by post." ✅ The agent summarized the agreement and details towards the end of the call.
Did the agent ask customers consent for the End of Call Survey? "Would you like to complete a quick automated survey?" ✅ The agent asked for the customer's consent for an end-of-call survey.
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