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Completed

Call Information

07595024354

Inbound
SALES

6m 39s

Jul 29, 2025, 9:13 AM

Bath VW
No agent name set

VW Bath VW UK

Other Calls TO or FROM 07595024354

Call Flag
Green

Green Flag

Excellent call - Best practices followed

Test Flag

Flag set 12 days ago

Manager Notes

Test Managers Notes

Original Call Recording

uploads/2b623ad1-16eb-4737-9198-ada4656e04d0.mp3

0:000:00

Call Type Classification

AI-Determined Type:
SALES
Reasoning:

The call focused on vehicle inquiries, test drive bookings, and helping the customer decide between manual and automatic Polo models, which are typical sales-related activities.

Short Summary

The customer called to clarify dealership affiliations and to confirm a test drive booking for an automatic Polo, seeking advice and assistance with their vehicle choice.

Concerns

There was some initial confusion about dealership identity which could cause customer uncertainty. The agent’s initial scripted IVR prompts were included in the transcript but seemed out of place, possibly causing slight confusion. The agent could have been more proactive in confirming details earlier to reduce customer uncertainty.

Detailed Summary

The customer was initially confused about the relationship between Bath Volkswagen and Mum Motors Group and sought clarification. They had already booked a manual Polo test drive but were interested in trying an automatic Polo after seeing one on the lot. The agent confirmed the booking details, transferred the call to the appropriate colleague, and provided helpful information about the dealership and vehicle options. The conversation was friendly and informative, with the agent addressing the customer's concerns and confirming the appointment time.

Key Information

Customer confused about dealership affiliation between Bath Volkswagen and Mum Motors Group
Customer booked a manual Polo test drive but interested in trying an automatic Polo
Customer's test drive appointment scheduled for around 2:00-2:30 PM
Customer has visited multiple dealerships including Gloucester and Bath
Customer has not bought a car for 18 years and is unfamiliar with current options
Agent transferred call to colleague Andy who handles the test drive
Customer inquired about SEAT vehicles, but Bath Volkswagen only stocks Volkswagen

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
1
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: Sita Cox
Phone Captured
Agent explicitly confirmed phone number
Email Captured
Agent explicitly confirmed email address
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
1 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
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
Agent
00:22

To inquire about a new vehicle, press 1.

Agent
00:26

To inquire about one of our pre owned vehicles,

Agent
00:28

press 2.

Agent
00:30

For anything else

Agent
00:43

Yeah. Good morning. Bath Volkswagen. George speaking. How can I help?

Agent
00:46

Oh, hi.

Agent
00:48

I was just I got a bit confused. I came there on Sunday,

Agent
00:52

and that's you seem to be different from the Mum Motors Group. Are you the same or different?

Agent
00:59

No. We're definitely Mum Motors.

Agent
01:01

Oh, okay.

Agent
01:03

So I've already booked a test drive for this afternoon, about 02:00, I think,

Agent
01:09

for a Polo

Agent
01:10

manual.

Agent
01:11

But, on Sunday, I saw

Agent
01:15

a sat in an automatic

Agent
01:17

Polo. It was black. I think it was '18 thousand something.

Agent
01:21

Okay.

Agent
01:23

And I just thought maybe I should try driving a automatic

Agent
01:28

because

Agent
01:29

I'm a bit faster than on the manual.

Agent
01:32

But somebody pointed out on the on the automatic. You haven't got a clutch to go wrong,

Agent
01:40

or have you? Correct.

Agent
01:41

No. No. No. Much much yes.

Agent
01:44

What if you wanna try a different car, that's fine. I'll just pass it on to who you booked in with. Do you do you know who it is you're due to come in and see later today?

Agent
01:53

No. I can't remember.

Agent
01:56

Can't remember. Even

Agent
01:58

if I knew, I can't I'm not sure if I knew. That's alright. What was your name?

Agent
02:03

It's Sita, zed I t a, Cox, c o x.

Agent
02:07

Yeah. I think you booked in with my colleague, Andy. So

Agent
02:10

what I'll do, I'll transfer you over to him because

Agent
02:14

he'll be able to get that car ready for you and go through it with you. So I'll Okay. Yeah. Let me let me let me put you through to Andy, and then he'll be able to help you. Alright? Alright. Yeah. Great. Thanks.

Agent
02:47

Hello. Hello. It is Sandra. I spoke to you yesterday.

Agent
02:51

Yes. That's right. So Hello. I came in on Sunday, but I don't know if it was to Mon Motors or is there another VW showroom?

Agent
03:01

Or

Agent
03:03

are you the owner?

Agent
03:04

Are you expecting to come into Bath? Because when I put your name into our system,

Agent
03:10

I can see you've been into branches in Gloucester.

Agent
03:14

Yeah. No. I was expecting to come into Bath because I'm coming in with somebody

Agent
03:18

who lives in Bath. Okay.

Agent
03:20

He's trying to help me buy a car. So we came Yeah. Yeah. I I don't know. I wasn't here on I wasn't here on Sunday.

Agent
03:28

I could just see that you'd been into

Agent
03:31

Gloucester, some say, out in Gloucester Volkswagen or something in the last few days.

Agent
03:37

Yeah. No. I went in yesterday. Well, yeah, I've been in twice, I think, and I'm going in tomorrow. So

Agent
03:43

but I it was just confusing because I thought we drove past Mon Motors and then went to a Volkswagen dealership,

Agent
03:50

but it's all the same thing, isn't it? Yeah. We we are the Volkswagen dealership, but we're owned

Agent
03:56

by Mon Motors just just as the p you know, the Bristol one is, the Gloucester one is, all this area sort of Mon Motors,

Agent
04:04

who run the franchises

Agent
04:05

for Volkswagen

Agent
04:06

and Seiat and Skoda.

Agent
04:09

Is it that there's a car in Gloucester that you like and you just want your friend to see what, like, a Polo's like? Or is there a particular car? I haven't picked

Agent
04:18

a particular car. But when I came into Bath

Agent
04:21

on Sunday Yeah.

Agent
04:23

There wasn't a there wasn't a salesperson available. So this guy showed us

Agent
04:28

just opened a car for us so we could sit in it. Yeah. And it was a black

Agent
04:33

Polo,

Agent
04:35

around 18,000

Agent
04:36

pounds. It was about 9,000 on the clock, and it was automatic.

Agent
04:40

Okay. Automatic. Right. Okay. So I just thought I've been a bit kind of don't want an automatic, but I was thinking maybe I should try an automatic.

Agent
04:50

Okay.

Agent
04:51

Because I've already tried a polo

Agent
04:55

yesterday in Duster, so or manual.

Agent
04:58

So I thought maybe I shouldn't be so

Agent
05:02

Okay. Against automatic.

Agent
05:06

Well, people won't once they try, they normally, like, do like them, to be fair. But Yeah. Everybody keeps telling me that.

Agent
05:12

Yeah.

Agent
05:13

I mean, we are Do you know the car I'm talking about?

Agent
05:17

Well, let me go back to our stop list.

Agent
05:21

I mean, it doesn't have to be the same car, but I I No. No. But okay. But you want to try an automatic pony when you come in, and that's fine. Yeah.

Agent
05:31

Yeah.

Agent
05:32

Yeah. No. That's absolutely fine. I I think you're coming in at

Agent
05:35

02:30.

Agent
05:36

Yeah. And do you have any SEAT in your on your show on your in your place? No.

Agent
05:43

No. We're we're just Volkswagen here, I'm afraid.

Agent
05:46

No. That's fine. I've booked to drive a Fiat in Duster tomorrow.

Agent
05:51

Okay.

Agent
05:52

So I'll try to make my very busy trying lots of cars, aren't you?

Agent
05:57

Well, I haven't bought a car for eighteen years because

Agent
06:00

Yeah. Yeah. I bought a car eighteen years ago, it's only just started to go wrong, which is pretty remarkable really.

Agent
06:08

So I so I'm a bit behind in what things are like, really.

Agent
06:15

Okay. I didn't have to keep

Agent
06:17

spending all that money. It was a bit cheaper eighteen years ago.

Agent
06:22

Yeah. Yeah. Okay. No. That's fine. We'll we'll see you thirty.

Agent
06:28

02:30.

Agent
06:28

South. Okay. And what was your name, Andy?

Agent
06:31

Andrew. That's it. Yeah. Andrew. Okay. Alright. Thanks, Andrew. Alright. Cheers. Yeah. All the best. Okay. Cheerio. Bye. Thank you. Bye. Bye.

1002 words • 6048 characters85 segments identified

Analysis Details

Generated using gpt-4.1-miniProcessing time: 15.24sCompleted 12 days ago
Uploaded 12 days ago7595024354_2025-07-29_09_13_00_VW_Bath_VW_UK.mp3 (3.05 MB)