Call Information

07568150681

Inbound
SALES

6m 11s

Jul 29, 2025, 5:03 PM

Bath VW
No agent name set

VW Bath Autotrader

Other Calls TO or FROM 07568150681

Call Flag
Red

Red Flag

Significant issues - Requires attention

Customer has been added to EQM, But No follow up found in Zenboss.

Flag set 13 days ago

Manager Notes

No notes added - Click "Edit" to add manager notes

Original Call Recording

uploads/f417d752-4fe9-4a0f-a9c5-a310e49cde31.mp3

0:000:00

Call Type Classification

AI-Determined Type:
SALES
Reasoning:

The call focused on a potential vehicle purchase inquiry, specifically discussing a car listed for sale, delivery options, pricing, and vehicle details, which aligns with sales-related interactions.

Short Summary

The customer inquired about vehicle delivery options and costs for a VW car listed on AutoTrader, and the agent provided detailed information while gathering contact details for follow-up.

Concerns

• The call opening included an automated menu transcript which was unnecessary and confusing in the transcript. • Some minor clarity issues in the conversation, with occasional hesitations and filler words from both parties. • The agent could have proactively offered alternative solutions or incentives to encourage purchase despite delivery costs. • The customer was undecided and might need more engagement or follow-up to convert.

Detailed Summary

The caller, Sean, contacted Bath Volkswagen to ask if the dealership delivers cars and the associated costs. The agent, Andrew, confirmed delivery is available at £1.80 per mile and calculated an estimated delivery fee based on the customer's location in Saint Helens, Merseyside. They discussed the specific vehicle of interest, including its features and registration, and the customer expressed interest but wanted to explore cheaper transport options before deciding. The call ended with Andrew offering to keep the customer's details for follow-up and a polite closing.

Key Information

Customer name: Sean Madzondwe
Customer phone number: 07568150681
Inquiry about delivery service and cost (£1.80 per mile)
Delivery distance estimated at 193 miles, costing approximately £347
Vehicle of interest: VW Tiago 1.5 R-Line with pan roof, red, registration SB22KJX
Customer currently owns a VW T-Roc and has experience driving a Tiago abroad
Customer considering options for transport to avoid delivery fees
Agent confirmed vehicle preparation center and parts availability on-site
Agent offered to take customer details for follow-up

Call Performance Scores

Agent Professionalism
85/100

Professional behavior and approach

Agent Empathy
75/100

Understanding and care shown

Customer Happiness
80/100

Customer satisfaction during call

Customer Difficulty
76/100(inv)

Customer cooperation levelRaw: 25/100 → Display: 76/100

Customer Satisfaction
85/100

Overall service satisfaction

Performance Overview:

Excellent (71-100)
Good (41-70)
Needs Improvement (1-40)

Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer

Call Transcript

Confidence: 95%Generated by deepgram
Agent
Caller
Unidentified

Speaker identification not available - showing original transcript

Thank you for calling Bath Volkswagen, part of the Mon Motors Group. All calls are recorded for training and quality purposes. Any information captured is processed in line with our privacy notice available on our website. To direct your call, please choose from the following options. For the service department, press 1. For sales, press 2. For parts, press 3. To inquire about a new vehicle, press 1. To Hello. My name is Andrew. I work in the sales department. How can I help? Yeah. Hello. I'm just ringing because I see a car on your, on on AutoTrader, but I wanted to know if you guys deliver cars or not, please. We can. There is a charge of £1.80 per mile. Is there any chance you'd be able to live? I'm in Sales Helens, which is, like, in Merseyside. Okay. Do you know how roughly how much that would charge, please? So it's Sales Helens. Let me have a look on Google Maps for you. It's in the near Liverpool. Yeah. Yeah. I've heard of Saint Helens. Yeah. Yeah. Well, which car was it you're interested in, sir? I was looking at the, Volks, the VW, Taygo, Tiago Taygo. I don't know. I forgot the last name. Yeah. Yeah. It's you like if you buy it. That's fine. Yes. It's it's the, it's it's the 1.5RLine1TheD, with the pan roof. K. I'll just do this, right, give you a rough look. So Sales Helen's Saint Heavens, Merseyside. Directions from my location. So it says 193 sales. One nine three times 100. So that'd be £347 to be, delivered. Okay. If I was to get the where is it, 300 or what? Sorry? 3300 and well, it's about 350 to be delivered. Okay. What where how far are you from King's Cross? Well, I mean, from from, coming down from Saint Helen's, we're we're nowhere near King's Cross. You come straight down. You go, you go down to Birmingham then down to Bristol and across to us. Oh, okay. Bath. Yeah. Yeah. You wouldn't have to go to London. Sorry. So I I didn't know where is that. I'm losing my my No. No. No. It's fine. Yeah. You you just come straight down on the, because we're not that far away from now. Let's have a look. Hey, I'm just trying to think if I was to get the, trained up. But it's funny enough. I was actually near you guys, like, literally last week because I went to to drove to in I was in Gloucester, but it is what it is. Yeah. Yeah. Yeah. Yeah. Well, Gloucester's yeah. Very yeah. Very yeah. Gloucester's very close to us. Yeah. So what just South of Gloucester. I'm just kidding. Let me just see if I was to but, obviously, like, if I was to come and get a car, so I'd have to come up and have a transport because I can't drive there with my own car. I drive back with another car. Yeah. Yeah. Okay. Okay. I'll drop it there. The is it the one that's SB22KJXIn, red? I it's in red. And on your website, it didn't show the, the plate. Yeah. Yeah. KJX. So just checking it on-site. Do you know about our preparation center? Just double check for you. Yeah. The parts here on-site. So, yeah, that will be, will be good. Okay. Okay. Okay. What I'll do is, I'm gonna see, obviously, how okay. So now all I've got to do now is figure out, obviously, whether it's, how I can make a way myself because, obviously, that would be cheaper than getting you guys to do the thing. So once I've had a look into all that kind of stuff, then I will, then give you guys a callback. Okay. Well, do you want me to take your name and number? I'll let you know if it sales in the interim. Yeah. Yeah. Yeah. My name my name is Sean, s e a n. And I my number is 07568150681. Wow. Wow. Hang on. Sorry. 0075681. 50681. Okay. 07568150681. Yeah. And what's your surname, Sean? It's, Madzondwe, which is m a d zed o n g w e. Okay. That's lovely. My sales Andrew. Okay? And you've seen all the photos of the car and everything? Yeah. Yeah. Yeah. I've seen everything on the, on the auto trailer, but you guys got a lot of a lot of pictures, which is which is fantastic. Yeah. It's a nice it's a nice car to take. No. It it at at at the moment, I've got the T Roc, but I I have driven one of these ones before when I was abroad as a rental car. So I I'm aware it's it is a nice drive. You know? Yeah. So, I'm just kinda just looking around to just make a decision, obviously, what I wanna do. But, obviously, because of the distance, I parts to make sure that, well, I wanted to find out, of course, obviously, if you guys did it or not and then also just see what my options are, basically. Yeah. Yeah. Yeah. Sure. Yeah. No problem. No problem. Uh-huh. Okay, Sean. Well, hopefully, I'll hear from you soon then. Okay? Alright then. Thank you so much for your time. My my name is Andrew. Okay? Yeah. Thank you, Andrew. Yeah. Thanks for your call. Cheers, Sean. Bye now. Bye. Bye. Bye.

913 words • 4700 charactersSingle segment

Analysis Details

Generated using gpt-4.1-miniProcessing time: 9.31sCompleted 13 days ago
Uploaded 13 days ago7568150681_2025-07-29_17_03_00_VW_Bath_Autotrader.mp3 (2.84 MB)