Call Information

07791068831

Inbound
SALES

8m 36s

Jul 29, 2025, 11:10 AM

Bath VW
No agent name set

VW Bath Mon Motors VW

Other Calls TO or FROM 07791068831

Call Flag

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Manager Notes

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Original Call Recording

uploads/e1e59cf6-889c-4f53-9b49-28898bbc2558.mp3

0:000:00

Call Type Classification

AI-Determined Type:
SALES
Reasoning:

The call focused on providing detailed information about vehicle financing options and discussing potential purchase/leasing terms, which aligns with sales activities rather than service or parts inquiries.

Short Summary

The customer called to inquire about leasing options for a Volkswagen vehicle, and the agent provided detailed explanations comparing leasing and PCP options, promising to send a quote later.

Concerns

The initial transfer to the requested person was delayed, causing the customer to be on hold for nearly two minutes, which could impact customer experience. The agent occasionally used filler words and slightly repetitive phrasing, which could be streamlined for clarity. There was a minor inconsistency in the customer's name being referred to as both Matt and Alex towards the end, which could cause confusion.

Detailed Summary

The call began with the customer requesting to speak to a specific person, Alastair, but was connected to Oscar, a sales agent. Oscar patiently explained the differences between leasing (PCH) and PCP financing options, highlighting flexibility, costs, and potential penalties. The customer expressed interest in understanding leasing costs and mileage limits, and the agent offered to provide a detailed quote based on the discussed parameters. The call ended positively with confirmation of the customer's contact details and a commitment to follow up with the requested information.

Key Information

Customer is Matt Jacobs, interested in leasing options for a Volkswagen vehicle.
Customer previously visited the dealership and spoke to Alastair.
Agent explained the difference between leasing (PCH) and PCP financing.
Leasing described as less flexible with penalties for early termination.
PCP offers equity build-up and early settlement options.
Customer interested in a Golf GTI with 8,000 miles per year on a 4-year term.
Agent will send a detailed quote including options for servicing and tires.
Agent confirmed customer email and contact details for follow-up.

Sales Call Quality Analysis

Detailed analysis of sales performance and techniques used in this call

Sales Call Quality Analysis

Detailed checklist evaluation for sales call performance (5/8 items completed - 63%)

63%
Completion Rate
3
Positive Sentiments
0
Negative Sentiments

Sales Process Checklist

Initial Enquiry
First-time caller exploring vehicle purchase
Agent Introduction
Agent stated name/dealership early in conversation
Name Captured
Agent explicitly confirmed customer name
Name: Matt Jacobs
Phone Captured
Agent explicitly confirmed phone number
Email Captured
Agent explicitly confirmed email address
Email: Claire Matt twenty seventeen
Test Drive Scheduled
Secured agreed time for visit/test drive
Next Steps Discussed
Explained follow-up actions after call
Professional Close
Thanked caller and ended courteously

Customer Sentiment Analysis

3 Positive
0 Negative

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
81/100(inv)

Customer cooperation levelRaw: 20/100 → Display: 81/100

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
Agent
00:24

To inquire about a new vehicle, press 1.

Agent
00:28

To inquire about one of our pre

Agent
00:49

Good morning. My name is Oscar, part of the sales team here at Bath Volkswagen. How can I help? Hi. Is it possible to speak to Alastair, please?

Agent
00:56

Oh, yeah. Most certainly. Let me see if he's around. I know that he's not at his desk at the moment, but I will see if he's free for you. What was your name?

Agent
01:06

Matt Jacobs. Right. I saw him on on Sunday.

Agent
01:09

Okay. If he if he's not free, can always give me a callback a little later.

Agent
01:12

No. That's alright. Let me just go find out for you. What I'll do, let me pop you on hold for just a moment. Alright? Yeah. No worries. Thanks.

Agent
02:56

Hello?

Agent
02:58

Hi. Alan Smith?

Agent
03:00

Yeah. Speaking.

Agent
03:01

Hi. It's Matt Jacobs. I we we came to you on Sunday about the the GPS. Hi, Matt. Yeah. Hi. How doing? You alright?

Agent
03:08

Yeah. I'm good. I'm good.

Agent
03:10

Good. Good.

Agent
03:11

Just had

Agent
03:13

a question hoping you can help me with.

Agent
03:15

Yeah. So we're kind of looking at all

Agent
03:19

the available options to us, you know, to be we'd like to make sure we got all the information before making our our decision.

Agent
03:25

Sure.

Agent
03:27

When we're when we're looking

Agent
03:29

on the Volkswagen site around

Agent
03:32

paying for the car, obviously, it mentions around

Agent
03:35

leasing being an option, but it doesn't really have much detail. But I didn't know whether you got, like is that something you offer through

Agent
03:41

your

Agent
03:42

through through your company or, know

Agent
03:46

Yeah. I mean, when you say leasing,

Agent
03:48

do you mean like a contract hire?

Agent
03:51

Yes.

Agent
03:52

So it's literally, like, a long term rental. So,

Agent
03:56

you know, you agree a term of maybe three or four years

Agent
04:01

and an annual mileage.

Agent
04:03

You you pay a monthly rental for the car. You use the car as normal, and at the end of the term,

Agent
04:09

you just hand it back and walk away.

Agent
04:13

Yeah. Yeah. I think we we sort of, like, wanna understand like, we know, you know,

Agent
04:18

TCP or the higher purchase options there. We and that's we've got Yeah. There's obviously a lot of information about that available to us, but it's the the leasing side we weren't we didn't know what the cost would be, how that would work out. I wonder whether that's something we can talk about.

Agent
04:32

Yeah. I mean, I can get I can get a figure for you.

Agent
04:36

We always what we find is most and it, you know, it doesn't mean all customers is better for, but what we find most customers

Agent
04:43

prefer about PCP

Agent
04:46

is that you've got the same

Agent
04:48

return

Agent
04:49

ability at the end of the agreement. So with the PCP,

Agent
04:53

once you've got to the end of the term, if you didn't want to do anything with a car other than return it, you could, and you would own nothing and, you know, you just walk away without any liability.

Agent
05:05

Yeah. But what most people find is that they've built up some equity in the car. So at the end of the agreement, even if they wanted to walk away from a a Volkswagen,

Agent
05:14

swap to a different brand, buy a completely different sort of car, they will probably have built some equity up,

Agent
05:21

which they then can use into their next agreement.

Agent
05:25

Right. Okay.

Agent
05:27

And you can also

Agent
05:28

change early.

Agent
05:30

So, you know, you won't be penalized.

Agent
05:33

You'd only ever pay interest and charges up to the point that you settled. So if you settled after three years, you'd only have paid three years in interest and charges.

Agent
05:43

With a lease, you are very

Agent
05:46

it's very less

Agent
05:47

flexible.

Agent
05:48

So if you had a change of lifestyle, change of needs,

Agent
05:53

then you're sort of locked into the agreement till the end of term.

Agent
05:58

The only way you could ever change that is to negotiate with them to buy yourself out of that contract,

Agent
06:04

which Right. Normally normally carries penalties. So Yeah. Because none of us are certain about life and what what the next three or four years is gonna bring,

Agent
06:15

it's always,

Agent
06:16

I suppose, in the back of people's minds, you know, a downside.

Agent
06:20

But there's absolutely no problem. I can get you some figures,

Agent
06:23

and we can work on, you know, any term that you want. Most

Agent
06:28

most

Agent
06:29

PCH,

Agent
06:30

personal contract hires, are done on four years, so forty eight months.

Agent
06:35

And, normally, people put something like three months

Agent
06:39

rental in advance.

Agent
06:41

So you would have three plus forty five,

Agent
06:46

and you can include or exclude

Agent
06:49

service

Agent
06:51

and

Agent
06:52

tires or just service

Agent
06:54

or nothing at all, whichever you prefer.

Agent
06:58

Yes, sir.

Agent
06:59

So annual mileage, I think we talked about

Agent
07:03

10, didn't we? If I remember correctly. Probably

Agent
07:07

be well, I think $88,000

Agent
07:09

would so it pay obviously, depending on how it affects the price. 8,000 would be Yeah. Reasonable for us. You know? Okay. Yeah. Well, let's let's work on eight.

Agent
07:18

So if I do a a standard Golf GTI,

Agent
07:21

no options, just the standard car on a PCH,

Agent
07:26

four years, three plus 45 at 8,000 miles a year,

Agent
07:30

It will show you if you want to add servicing and tires. It will give you a breakdown,

Agent
07:35

which tells you what that would cost you monthly.

Agent
07:38

Okay. Yep.

Agent
07:41

Now we've got no

Agent
07:44

control over what what the rentals are because it's

Agent
07:48

it comes direct from Volkswagen.

Agent
07:50

So they set that.

Agent
07:52

Whichever dealership you went to, it'd always be the same.

Agent
07:55

Right. But it it it's a good a good way to look at a comparable

Agent
07:59

to what the PCP would cost. And if you look at them side by side, which I can do for you,

Agent
08:07

you know, you'll you'll have an idea of whether

Agent
08:11

which, you know, which which is better for you.

Agent
08:14

Yeah. Okay.

Agent
08:16

That's good to me.

Agent
08:17

Alright. Well, I shall get that over to you later today.

Agent
08:20

Alright. Cool. Have you got our email address? Yeah. You have. We gave it Claire Matt twenty seventeen. Yes. Yeah. I've got all that. Yeah. That's all on all on file for you. Lovely. Alright. Great. Thanks, Alex. Thanks, Matt, and thanks for calling.

Agent
08:32

Alright. Speak to you later. Bye.

Agent
08:34

Bye.

1142 words • 6990 characters97 segments identified

Analysis Details

Generated using gpt-4.1-miniProcessing time: 11.40sCompleted 12 days ago
Uploaded 12 days ago7791068831_2025-07-29_11_10_00_VW_Bath_Mon_Motors_VW.mp3 (3.94 MB)