| Did the agent add proper notes as per the communication with customer? |
|
Sales |
Yes |
Edit
|
| Did the agent advise the customer that they needed to do checks for security? (IF NO DPA) |
Only if Existing 24/7 Home Rescue Customer |
Sales |
No |
Edit
|
| Did the agent answer any customer questions with a satisfactory response? |
|
Sales |
No |
Edit
|
| Did the agent ask customers consent for the End of Call Survey? |
|
Sales |
Yes |
Edit
|
| Did the agent ask how they could help the customer? If inbound |
|
Sales |
No |
Edit
|
| Did the agent ask if there was any further help needed? |
|
Sales |
No |
Edit
|
| Did the agent avoid long pauses during the call? |
|
Sales |
No |
Edit
|
| Did the agent avoid using jargon and industry slang while customer was on call? (Foreign Language) |
|
Sales |
Yes |
Edit
|
| Did the agent build a good rapport with the customer? |
|
Sales |
No |
Edit
|
| Did the agent close the call in an appropriate manner? |
|
Sales |
No |
Edit
|
| Did the agent confirm adherence to conduct policy and TCF? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm age Of Boiler? |
Only if Boiler Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm can the vehicle be recovered by standard recovery equipment? ( so isn’t a caravan , trailer , minibus , limousine etc? |
Only if Car Breakdown Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm confirm purchase year of appliance? |
Only if Appliance Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm confirm the Brand of the Appliance? |
Only if Appliance Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm customers full name? |
Only if Existing 24/7 Home Rescue Customer |
Sales |
Yes |
Edit
|
| Did the agent confirm dd Date Given (ask customer if multiple options)? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm dd Details Taken In Full? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm did Agent Asked Customer Regarding Auto Renewal Of The Policy? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm did Agent Gave Clear Understanding On Plans Offered To Customer As Per They Needs? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm did Agent Informed Customer Regarding Exclusion Key Products? (If Required)? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm did Agent Informed Customer Monthly Premium And Excess Payable ? (If Required)? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm do You Have Cover In Place? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm excess? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm first line and postcode? |
Only if Existing 24/7 Home Rescue Customer |
Sales |
Yes |
Edit
|
| Did the agent confirm has the vehicle ever been used for motor racing, off road driving, rallies , track days , speed or duration tests? |
Only if Car Breakdown Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm how Much Do You Currently/ Renewal Price? |
Only if Existing Customer with Another Provider |
Sales |
No |
Edit
|
| Did the Agent Confirm if customer was the homeowner? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm inception Date? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm is the vehicle for non-commercial use , so for social , domestic , pleasure and commuting? |
Only if Car Breakdown Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm is the vehicle maintained in a roadworthy condition and meet all legal requirements (e.g. MOT , Insurance and Road Tax)? |
Only if Car Breakdown Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm is the vehicle ordinarily kept at your home address, within the territorial limits of mainland England, Scotland and Wales.? |
Only if Car Breakdown Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm is the vehicle under 15 years old? |
Only if Car Breakdown Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm it was for domestic gas? |
Only if Boiler Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm length Of Contract? |
|
Sales |
Yes |
Edit
|
| Did The Agent Confirm Marketing Preference From Customer? |
|
Sales |
Yes |
Edit
|
| Did The Agent Confirm Name and Contact number Of The Person Authorized On Account? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm please confirm Value of each appliance at the time of purchase? (make sure all appliance value are asked separately)? |
Only if Appliance Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm scripts Read In Full Regarding The Product Sold? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm the agent maintain proper tone, pitch, volume and pace throughout the call.? |
|
Sales |
No |
Edit
|
| Did the agent confirm the boiler was in full working order |
Only if Boiler Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm the Cost Of Cover? |
Only if Existing Customer with Another Provider |
Sales |
No |
Edit
|
| Did the agent confirm the dd waeparate mentioned to t the customer |
|
Sales |
Yes |
Edit
|
| Did the Agent Confirm the type of Property? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm type Of Policy? |
|
Sales |
Yes |
Edit
|
| Did the agent confirm wall Mounted? |
Only if Boiler Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm was all information provided to the customer accurate and relevant? |
|
Sales |
No |
Edit
|
| Did the agent confirm was the agent pro-active and confident throughout the call? |
|
Sales |
No |
Edit
|
| Did the agent confirm was the agent professional throughout the call? |
|
Sales |
No |
Edit
|
| Did the agent confirm was the customer satisfied with the agents responses & call handling? |
|
Sales |
No |
Edit
|
| Did the agent confirm what Is The Make And Model Of The Boiler? |
Only if Boiler Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm where Is The Boiler Located? |
Only if Boiler Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm who Is The Cover With? |
Only if Existing Customer with Another Provider |
Sales |
No |
Edit
|
| Did the agent confirm your appliance has been installed, maintained, and used in accordance with manufacturers’ instructions? |
Only if Appliance Cover was mentioned |
Sales |
Yes |
Edit
|
| 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? |
Only if Appliance Cover was mentioned |
Sales |
Yes |
Edit
|
| 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? |
Only if Appliance Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent confirm your appliance is used in a private home, solely occupied by a single household.? |
Only if Appliance Cover was mentioned |
Sales |
Yes |
Edit
|
| Did The Agent Confirmed Any Issues With Plumbing Drainage Or Electrics Of Customer ? |
Only if Boiler Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent demonstrate active listening skills? |
|
Sales |
No |
Edit
|
| Did the agent do verification? (For Inbound Calls) |
Only if Existing 24/7 Home Rescue Customer |
Sales |
Yes |
Edit
|
| Did the agent ensure that the customer understood any agreements or outcomes? |
|
Sales |
No |
Edit
|
| Did the agent ensure that the customer was happy with the service received? |
|
Sales |
No |
Edit
|
| Did the agent ensure that they provided the customer with a service that suited them? |
|
Sales |
No |
Edit
|
| Did the agent follow the correct internal procedures for putting the customer on hold? |
|
Sales |
No |
Edit
|
| Did the agent follow the correct internal procedures for transferring the call? |
|
Sales |
No |
Edit
|
| Did the agent follow the correct procedures for creating a task on system for releveant department? (if required) |
|
Sales |
Yes |
Edit
|
| Did the agent give their name? |
|
Sales |
No |
Edit
|
| Did the agent identify, recorded, addressed and act in accordance with company policy if the customer have any vulnerability? |
|
Sales |
Yes |
Edit
|
| Did the agent Inform customer of subject access request? (If needed) |
|
Sales |
Yes |
Edit
|
| Did the agent informed 14 days Exclusion of period to customer? (if required) |
Only if Boiler Cover or Home Emergency Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent informed 30 days Exclusion of period to customer? (if required) |
Only if Appliance Cover was mentioned |
Sales |
Yes |
Edit
|
| Did the agent informed 48 hours Exclusion of period to customer? (if required) |
|
Sales |
Yes |
Edit
|
| Did the agent mention the name of the company? |
|
Sales |
No |
Edit
|
| Did the agent offer detailed explanations of the service/product being discussed? |
|
Sales |
No |
Edit
|
| Did the agent offer the appropriate solution to meet the customers needs? |
|
Sales |
No |
Edit
|
| Did the agent open the call politely and with a welcome greeting? |
|
Sales |
No |
Edit
|
| Did the agent provide the clear accurate information, and the customer comprehended it? |
|
Sales |
Yes |
Edit
|
| Did the agent provide the policy reference number to the customer? |
|
Sales |
Yes |
Edit
|
| Did the agent reiterate any information that could be confusing to the customer? |
|
Sales |
No |
Edit
|
| Did the agent show empathy towards the customer if required (EG- Apologizing?) |
|
Sales |
No |
Edit
|
| Did the agent speak clearly and was fully understood by the customer? |
|
Sales |
No |
Edit
|
| Did the agent summaries the call discussion and any agreement? |
|
Sales |
No |
Edit
|