Call Details

ID10906
File20251130-154607_07763721432-all.mp3
DepartmentNEWBUS
UserSuhema
Detected2025-11-30 15:46:07
Audio

Analysis Summary

Summary
The agent contacted the customer regarding border breakdown cover, offering a promotional discount. The customer mentioned canceling their previous cover with British Gas and addressed a current issue with their hot water. The customer planned to resolve the immediate issue before contacting back to take a new policy.
QA Summary
Agent Sentiment 🙂 Satisfied
Customer Sentiment 🙂 Satisfied
Resolved ✔ Yes
Compliant ✖ No

Transcript

Agent : Hello. Hi, is that Aaron speaking?
Customer: Speaking.
Agent : Hello there, this is Suhaima from 247 Home Rescue. How are you today? You okay?
Customer: Yeah, I'm good, thank you. Yeah.
Agent : Awesome. I believe you visited our website looking for our border breakdown cover, so we're just calling you to offer some additional discounts due to a promotion we're running. Instead of £23.99, we can drop that down to £17.99 a month with no excess.
Customer: That's for my home policy, including border service, border breakdown.
Agent : Yes, sir.
Customer: Sorry, I was just looking because we was previously with British Gas Homecare and we cancelled with them literally two weeks ago because their price was just extortionate, to be honest, and I just went on there to look for a new company and because my hot water has actually broke down today and it wasn't until we looked and remembered that we'd cancelled as well as looking for someone else, but then I see on there that it says we can't do anything for the first 14 days anyway.
Agent : Correct, yes.
Customer: Right, so I would need to get this sorted first with like a local plumber and then I'll call back to take out a new policy?
Agent : Okay, that's fine. You can also do it that way. No worries.
Customer: Thank you very much.
Agent : Thank you. Bye.

Per-rule Checks

Check Name Evidence Passed Details
Did the agent open the call politely and with a welcome greeting? Agent said: Hello there, this is Suhaima from 247 Home Rescue. ✅ The agent opened the call with a polite greeting.
Did the agent mention the name of the company? Agent said: this is Suhaima from 247 Home Rescue. ✅ The agent mentioned the company's name.
Did the agent give their name? Agent said: this is Suhaima from 247 Home Rescue. ✅ The agent gave their name at the start of the call.
Did the agent ask how they could help the customer? If inbound ❌ The agent did not explicitly ask how they could help.
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? ❌ The agent did not confirm customer's homeowner status.
Did The Agent Confirm Marketing Preference From Customer? ❌ The agent did not confirm marketing preferences.
Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? ❌ The agent did not confirm name and contact number of 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? Customer mentioned border breakdown. ❌ Boiler cover was implied but not domestic gas.
Did the agent confirm the boiler was in full working order Customer mentioned hot water broke down. ❌ Boiler cover was discussed; working order not confirmed.
Did the agent confirm what Is The Make And Model Of The Boiler? N/A Condition Boiler Cover mentioned but make/model not discussed.
Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? N/A Condition Boiler Cover mentioned but issues not confirmed.
Did the agent confirm where Is The Boiler Located? N/A Condition Boiler Cover mentioned but location not confirmed.
Did the agent confirm wall Mounted? N/A Condition Boiler Cover mentioned but mounted status not confirmed.
Did the agent confirm age Of Boiler? N/A Condition Boiler Cover mentioned but age not confirmed.
Did the agent informed 14 days Exclusion of period to customer? (if required) Agent said: Correct, yes. ✅ Agent confirmed the 14 days exclusion period.
Did the agent confirm confirm purchase year of appliance? N/A Condition Appliance Cover not mentioned.
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 Appliance Cover not mentioned.
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 Appliance Cover not mentioned.
Did the agent confirm confirm the Brand of the Appliance? N/A Condition Appliance Cover not mentioned.
Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? N/A Condition Appliance Cover not mentioned.
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 Appliance Cover not mentioned.
Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? N/A Condition Appliance Cover not mentioned.
Did the agent informed 30 days Exclusion of period to customer? (if required) N/A Condition Appliance Cover not mentioned.
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 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 Condition 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 Condition 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 Condition Car Breakdown Cover not mentioned.
Did the agent confirm is the vehicle under 15 years old? N/A Condition 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 Condition Car Breakdown Cover not mentioned.
Did the agent informed 48 hours Exclusion of period to customer? (if required) ❌ No mention of 48 hours exclusion period.
Did the agent confirm do You Have Cover In Place? Customer said: we cancelled with them literally two weeks ago. ✅ The agent confirmed the customer had a previous cover.
Did the agent confirm who Is The Cover With? Customer said: we was previously with British Gas Homecare. ✅ The agent confirmed the cover was with another provider.
Did the agent confirm the Cost Of Cover? N/A Customer did not mention existing cost.
Did the agent confirm how Much Do You Currently/ Renewal Price? ❌ Agent discussed competitor pricing but not specifics.
Did the agent confirm scripts Read In Full Regarding The Product Sold? ✅ Product was introduced adequately.
Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? Agent offered discounts due to promotion. ✅ Agent offered a detailed and relevant solution.
Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? Agent confirmed the exclusion period. ✅ Agent covered the exclusion clause.
Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? Agent discussed reduction to £17.99 with no excess. ✅ Agent provided premium and excess details.
Did the agent confirm inception Date? N/A No policy inception date discussed.
Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? N/A Call not focused on detailed policy terms like auto-renewal.
Did the agent confirm dd Details Taken In Full? N/A No Direct Debit details discussed.
Did the agent confirm dd Date Given (ask customer if multiple options)? N/A No Direct Debit date discussed.
Did the agent confirm length Of Contract? N/A Contract length not discussed.
Did the agent confirm excess? Agent mentioned no excess. ✅ Agent confirmed the excess detail.
Did the agent confirm type Of Policy? ❌ Agent did not confirm type of policy explicitly.
Did the agent confirm the dd waeparate mentioned to t the customer N/A No Direct Debit was discussed.
Did the agent provide the policy reference number to the customer? N/A No reference number was given.
Did the agent offer the appropriate solution to meet the customers needs? Agent offered a discounted plan suitable to needs. ✅ Agent provided a fitting solution with discounts.
Did the agent answer any customer questions with a satisfactory response? Agent addressed customer query about local plumber and policy. ✅ Customer's questions were addressed openly.
Did the agent offer detailed explanations of the service/product being discussed? Agent explained the breakdown cover and discounts. ✅ Agent adequately explained product and terms.
Did the agent confirm was the customer satisfied with the agents responses & call handling? Customer said: Thank you very much. ✅ Positive customer response indicates satisfaction.
Did the agent follow the correct internal procedures for putting the customer on hold? N/A No hold procedure occurred during this call.
Did the agent follow the correct internal procedures for transferring the call? N/A No transfer procedure occurred during this call.
Did the agent add proper notes as per the communication with customer? N/A Internal notes not verified in transcript.
Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) N/A No task creation occurred during this call.
Did the agent avoid long pauses during the call? ✅ The conversation flowed without long pauses.
Did the agent confirm was the agent professional throughout the call? ✅ Professionalism was maintained throughout.
Did the agent confirm was the agent pro-active and confident throughout the call? ✅ The agent demonstrated confidence and initiative.
Did the agent build a good rapport with the customer? Agent engaged in positive small talk. ✅ Good rapport was observed through friendly interaction.
Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? ✅ The agent maintained appropriate speaking qualities.
Did the agent show empathy towards the customer if required (EG- Apologizing?) Agent acknowledged customer's situation. ✅ Empathy was shown through understanding.
Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) ✅ No jargon or slang used.
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 or discussed.
Did the agent confirm adherence to conduct policy and TCF? ✅ Agent adhered to professional standards.
Did the agent provide the clear accurate information, and the customer comprehended it? ✅ Information was clear and understood by customer.
Did the agent reiterate any information that could be confusing to the customer? ✅ Agent reiterated information when needed.
Did the agent Inform customer of subject access request? (If needed) N/A Subject access request not applicable.
Did the agent speak clearly and was fully understood by the customer? ✅ Clear communication throughout.
Did the agent demonstrate active listening skills? Agent responded accurately to customer's situation. ✅ Agent displayed active listening through engagement.
Did the agent ensure that they provided the customer with a service that suited them? Agent offered discounted cover. ✅ Service was tailored to customer's needs.
Did the agent ensure that the customer understood any agreements or outcomes? ✅ Customer understood policy conditions.
Did the agent confirm was all information provided to the customer accurate and relevant? ✅ Information was accurate and pertinent.
Did the agent ask if there was any further help needed? ❌ Agent did not ask if further help was needed.
Did the agent ensure that the customer was happy with the service received? Customer expressed gratitude. ✅ Customer satisfaction was observed.
Did the agent close the call in an appropriate manner? Agent said: Thank you. Bye. ✅ Call was closed appropriately.
Did the agent summaries the call discussion and any agreement? ❌ The agent did not provide a summary of the discussion or agreements at the end of the call.
Did the agent ask customers consent for the End of Call Survey? ❌ The agent did not ask for consent for an end of call survey.
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