Call Details

ID10904
File20251130-155719_07854471973-all.mp3
DepartmentNEWBUS
UserSyed Muhammad Arsalan Siddiqui
Detected2025-11-30 15:57:19
Audio

Analysis Summary

Summary
The agent discussed various pricing and discount options for home rescue coverage with the customer. They reviewed the details for covering multiple properties and the potential cashback through a specific site. The customer agreed to discuss the offer with their family before proceeding.
QA Summary
Agent Sentiment 🙂 Satisfied
Customer Sentiment 🙂 Satisfied
Resolved ✖ No
Compliant ✖ No

Transcript

Agent : Hello. Hello, good day, I'm speaking with Miss Seema, Seema Gohil.
Customer: Yes, you are?
Agent : Alright. Ma'am, my name is Erslan, I'm from 24-7 Home Rescue. How are you doing, doing okay?
Customer: Yeah, not too bad, thanks.
Agent : That's really good to know. I just see here that you are on our website, and if I'm not mistaken, you're on our website.
Customer: Yes, I am.
Agent : That's really good to know. I just see here that you are on our website, and if I'm not wrong, you are browsing my heating cover with zero access, yeah?
Customer: Correct, yes, I am.
Agent : Yeah. Ma'am, you know what's the age of the boiler you have?
Customer: About six, seven years old.
Agent : Six, seven years old, yeah, you can go with the zero access, and it's Worcester Boys Boiler, yeah?
Customer: Correct, yes.
Agent : I got it. Ma'am, I'm just here to offer you a welcome gift, as we are offering a welcome gift to all of our news runners for today. As you can see, the price on the website is £20.99, yeah?
Customer: Yeah.
Agent : However, I can offer you this same cover in just £18.89 instead of £20.99. Would you like to go ahead with this price?
Customer: Yes, because I know you've got like a 20% off as well, isn't it?
Agent : Yeah. Are you getting a 20% off discount?
Customer: Yes, yeah.
Agent : Okay. Then after that, your price will be £16.79.
Agent : Right, okay. That's really good that you had said that.
Customer: Yeah.
Agent : Okay, so you want to go ahead with 20%, yeah?
Customer: Yeah, because I'm doing it through a cashback site, Top Cashback, so I'll be getting cashback on that as well, you see.
Agent : How much cashback you are getting?
Customer: I am getting, I will tell you. £25.20 or £63?
Customer: £63, yes.
Agent : Top Cashback, because I want to look at, because you have your full cover as well, isn't it?
Customer: Yeah, £24. Are you sure? Because we are not offering £63 cashback.
Customer: So if I do a home care, if I do the full one where it includes everything, that's what it says. But if I do a home care with zero access, it's saying £63.
Customer: So if I have a house, then it goes down.
Agent : My home plus with zero access, the price I can offer you is £20.79.
Agent : So basically, I believe that's an option if you are, like, you can put 20% discount or you can get a cashback.
Customer: Right.
Agent : Yeah. If you want to put a discount.
Customer: I do want to cover three properties as well, so it's just not mine. It's my mother-in-law's and my dad's as well. So I'm looking at three.
Agent : So what's the best deal that you can do for me then on three properties?
Customer: Okay, for the same cover? My home plus cover?
Customer: Yes.
Customer: So if I go for my home plus.
Agent : Which includes everything?
Customer: Yes, that includes everything.
Agent : So what's the best that you can do with that?
Agent : Well, let's see. Okay, so I can give you the price if you want to book three properties with us in £18.19.
Customer: Right, okay.
Agent : This is the best price I can offer you, ma'am.
Agent : Yeah, and I believe nobody else in the market can offer you this price.
Customer: Right.
Agent : So that's drainage, pest control and everything, isn't it?
Customer: Everything, like ember boiler service, boiler breakdown, central heating, drainage, home electrics, home security and pest control.
Agent : So that's what you're saying, £18.19.
Agent : But I want to ask one thing, ma'am. This property is owned by you, yeah?
Customer: Yes, but the others are owned by my mother-in-law and my dad. But I normally do the cover for these properties anyway.
Agent : Okay, so what I need to do, I need to speak with your mother-in-law and your father as well.
Customer: Yeah, okay. So I will get the authorization from them, then I can give you the cover in those properties.
Customer: So what if I can call you back, because I'm going to save this discount for tomorrow.
Customer: Yes.
Agent : I'm going to call you back tomorrow, okay? And I'm going to speak with your…
Customer: your father and your mother-in-law, I believe.
Customer: Yeah, yeah, yeah, that's right.
Agent : Yeah, so for all the three properties, I'm going to give you the cover with the same discount. I'm going to save this discount for today, okay?
Customer: Right, okay.
Agent : At the same time, because let's say if I give you this discount for this, just only one property, so I'm going to, you know, complete the whole procedure again for the other properties, okay?
Customer: So it's better if we can call you back tomorrow.
Customer: So at the same time, I'm going to give you the cover for all three properties at the same time.
Customer: What I was just going to say is, right, so if I just do my home, then how much is my home going to be?
Agent : If you go for just like my home, my home does not include the drainage and the pest control and home security.
Agent : So the my home cover, I can give you in, if you go, if you cover three properties with me, so I can give you my home cover in £16.79.
Customer: Okay, and then my heating?
Agent : My heating cover does not include the electric and plumbing as well.
Agent : If you go for my heating, so I can give you this cover in just £14.69.
Customer: And my boiler?
Agent : My boiler cover only includes just a boiler breakdown and a boiler service.
Agent : So my boiler cover, I can give you in £11.89.
Customer: Okay, my boiler doesn't cover central heating?
Agent : Yes.
Agent : Just a boiler, just a boiler, no central heating.
Customer: Right, okie dokie.
Customer: All right, let me go back to my husband and tell him that this is what you quoted me.
Customer: Exactly, my name is Arsalan, my extension number is 155.
Agent : I'm going to reach my office around 10 o'clock till 6 o'clock, okay? So you can call me in the meantime.
Agent : Or I can call you, you can tell me what's the best callback time for you.
Customer: Yes, what's your name, sorry?
Agent : Arsalan.
Agent : A is Alpha, A is an Alpha, R is a Romeo, S is a Sierra, L is Lima, A is an Alpha, N is Nancy.
Agent : It's Arsalan. And you can also write down my extension number, which is 155.
Customer: 155, right, brilliant.
Agent : And you're 10 to 6 then.
Customer: And the best number to call you is?
Agent : Well, the best number to reach you out, I'm going to send you that in the email, okay? Don't worry.
Customer: Alright, okay, all right then.
Customer: Okay, cool.
Customer: All right then, yeah, so I can discuss it then with my dad and my mother-in-law and then we can get this sorted out then.
Agent : Sure, the email I'm going to send you is without the discount because I can only approve these discounts on the calls, okay?
Agent : So the email is sent from my side.
Customer: Alright, okay, that's great.
Agent : No issues, ma'am, take care, bye-bye.
Customer: Bye.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? Hello. Hello, good day. ✅ Agent opened with a polite greeting.
Did the agent mention the name of the company? I'm from 24-7 Home Rescue. ✅ Agent mentioned the company name.
Did the agent give their name? My name is Erslan. ✅ Agent provided their name.
Did the agent ask how they could help the customer? If inbound N/A No explicit help request detected.
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? This property is owned by you, yeah? Yes. ✅ Customer confirmed ownership of the property.
Did The Agent Confirm Marketing Preference From Customer? N/A Marketing preferences were not discussed.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? ❌ Agent did not confirm authorized person details.
Did the Agent Confirm the type of Property? ❌ Property type was not explicitly confirmed.
Did the agent confirm it was for domestic gas? N/A Condition not present in transcript.
Did the agent confirm the boiler was in full working order N/A Condition not present in transcript.
Did the agent confirm what Is The Make And Model Of The Boiler? It's Worcester Boys Boiler, yeah? Correct, yes. ❌ Boiler make was discussed, but not explicitly confirmed.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Condition not present in transcript.
Did the agent confirm where Is The Boiler Located? N/A Condition not present in transcript.
Did the agent confirm wall Mounted? N/A Condition not present in transcript.
Did the agent confirm age Of Boiler? About six, seven years old. ❌ Boiler age mentioned but not confirmed.
Did the agent informed 14 days Exclusion of period to customer? (if required) N/A Condition not present in transcript.
Did the agent confirm confirm purchase year of appliance? N/A Condition not present in transcript.
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 Condition not present in transcript.
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 Condition not present in transcript.
Did the agent confirm confirm the Brand of the Appliance? N/A Condition not present in transcript.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Condition not present in transcript.
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 Condition not present in transcript.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A Condition not present in transcript.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Condition not present in transcript.
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 Condition not present in transcript.
Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? N/A Condition not present in transcript.
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 Exclusion period not discussed.
Did the agent confirm do You Have Cover In Place? Yeah, and I believe nobody else in the market can offer you this price. ✅ Agent discussed cover options and market comparisons.
Did the agent confirm who Is The Cover With? N/A Customer does not have existing cover with another provider in this call.
Did the agent confirm the Cost Of Cover? N/A Customer does not have existing cover with another provider in this call.
Did the agent confirm how Much Do You Currently/ Renewal Price? N/A Customer does not have existing cover with another provider in this call.
Did the agent confirm scripts Read In Full Regarding The Product Sold? ❌ Scripts not confirmed as read.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent offered multiple plans with clear pricing. ✅ Agent explained plan options and pricing clearly.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? ❌ Exclusions not discussed.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent discussed prices for various cover options. ✅ Monthly premiums explained.
Did the agent confirm inception Date? ❌ Inception date not mentioned.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? ❌ Auto-renewal not discussed.
Did the agent confirm dd Details Taken In Full? ❌ Direct debit details not mentioned.
Did the agent confirm dd Date Given (ask customer if multiple options)? ❌ Direct debit date not confirmed.
Did the agent confirm length Of Contract? ❌ Contract length not specified.
Did the agent confirm excess? N/A Excess details not discussed.
Did the agent confirm type Of Policy? Discussed my heating cover and my home plus cover options. ✅ Agent confirmed policy types.
Did the agent confirm the dd waeparate mentioned to t the customer ❌ Direct debit separate mention missing.
Did the agent provide the policy reference number to the customer? ❌ Policy reference number not provided.
Did the agent offer the appropriate solution to meet the customers needs? Multiple coverage options discussed based on needs. ✅ Agent tailored solutions to customer's requirements.
Did the agent answer any customer questions with a satisfactory response? Agent provided details on different plans upon request. ✅ Agent answered questions promptly.
Did the agent offer detailed explanations of the service/product being discussed? Explained differences between my home, my heating, my boiler covers. ✅ Agent gave thorough explanations.
Did the agent confirm was the customer satisfied with the agents responses & call handling? ❌ Satisfaction not explicitly confirmed.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A Customer hold not observed in transcript.
Did the agent follow the correct internal procedures for transferring the call? N/A Call transfer not observed in transcript.
Did the agent add proper notes as per the communication with customer? N/A Note-taking not mentioned in transcript.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A Task creation not observed in transcript.
Did the agent avoid long pauses during the call? No long pauses detected in dialogue. ✅ Agent maintained smooth conversation flow.
Did the agent confirm was the agent professional throughout the call? Agent communicated clearly and professionally. ✅ Professional demeanor maintained.
Did the agent confirm was the agent pro-active and confident throughout the call? Agent proactively offered discounts and solutions. ✅ Proactive engagement demonstrated confidence.
Did the agent build a good rapport with the customer? Agent addressed customer politely and clearly. ✅ Good rapport observed through positive interaction.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? Conversation tone was consistent and clear. ✅ Agent maintained appropriate speaking manner.
Did the agent show empathy towards the customer if required (EG- Apologizing?) N/A No situation requiring empathy was presented.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) Clear and jargon-free language used. ✅ Agent used customer-friendly language.
Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? N/A No customer vulnerability detected.
Did the agent confirm adherence to conduct policy and TCF? Agent interacted professionally and fairly. ✅ Adherence to conduct policy observed.
Did the agent provide the clear accurate information, and the customer comprehended it? Customer responded understanding the provided information. ✅ Customer comprehension confirmed through dialogue.
Did the agent reiterate any information that could be confusing to the customer? Agent clarified pricing and coverage details. ✅ Agent addressed potential confusion points.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access request not discussed.
Did the agent speak clearly and was fully understood by the customer? Customer replied accurately to agent's statements. ✅ Clear communication demonstrated.
Did the agent demonstrate active listening skills? Agent responded to customer's needs and queries. ✅ Active listening shown through response accuracy.
Did the agent ensure that they provided the customer with a service that suited them? Multiple plan options presented based on needs. ✅ Customized solutions offered.
Did the agent ensure that the customer understood any agreements or outcomes? Agent confirmed customer's understanding of offers. ✅ Ensured customer grasped outcomes.
Did the agent confirm was all information provided to the customer accurate and relevant? Information about coverage options was accurate. ✅ Relevant and accurate delivery of information.
Did the agent ask if there was any further help needed? ❌ Further assistance not explicitly offered.
Did the agent ensure that the customer was happy with the service received? ❌ Customer satisfaction not explicitly confirmed.
Did the agent close the call in an appropriate manner? No issues, ma'am, take care, bye-bye. ✅ Call closed appropriately.
Did the agent summaries the call discussion and any agreement? ❌ The agent did not provide a clear summary of the call discussion or agreements.
Did the agent ask customers consent for the End of Call Survey? ❌ The agent did not ask for the customer's consent for an end of call survey.
← Back