Call Information
07976157368
6m 8s
Jul 28, 2025, 10:38 AM
VW Bath Mon Motors VW
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Original Call Recording
uploads/04329f76-62ed-45fb-8fa0-1b9c4f95060e.mp3
Call Type Classification
The call focused on scheduling a vehicle MOT service appointment, confirming vehicle and customer details, and providing available dates, which aligns with a service-related interaction rather than sales or parts inquiries.
Short Summary
The customer called Bath VW to book an MOT appointment for their leased Volkswagen Golf, which was successfully scheduled for August 6 at 08:00.
Concerns
There were minor hesitations and slight confusion around the registration and postcode details, but these were resolved without impacting the booking. The agent occasionally used filler phrases and could improve clarity and confidence in communication. No major issues or complaints were raised by the customer.
Detailed Summary
The agent greeted the customer professionally and confirmed the vehicle registration and details. The customer confirmed previous visits and provided personal and vehicle information, including lease details. The agent checked available appointment dates and times, offering options and confirming the booking for August 6 at 08:00 as a waiting appointment. The call ended positively with the customer expressing thanks and the agent confirming the appointment details.
Key Information
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 30/100 → Display: 71/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
Good
morning. You're through to Bath VW. Sharon speaking. How may I help? Hi. Is it possible to book my car in for an MOT, please? Yeah. Of course. Is. What was the registration?
It's VictorUniform18,
WhiskeyTangoPapa.
VictorUniform18?
WTP.
Sorry. Just bear a
Okay. So just double check that. Have you been to us before? I have. Yes. Yeah. So it's Victor uniform eighteen.
Yep. Whiskey, tango, papa.
Alright.
Okay.
Volkswagen Golf?
That's the one.
Just confirm your name, postcode, telephone number, please. Yeah. It's Andy Denning.
Not sure what postcode you have you got VS375NA
still on there? Yeah.
Is that the wrong one? That's just it's our old company.
Alright. Do you want me to change it? No. It's fine. That'd be okay.
Yeah.
Okay. And tell us the phone number? It's 07976157368.
Lovely. Is it a leased vehicle? It is. Yeah. Yeah. Do you know who leases it?
Is it Lloyd? Or
Yeah. That's alright. I'll have a look.
It's the same one. It's still on that branch. Yeah. That's fine.
Quite logged in to our program. A minute. Just bear me a sec. Alright? Yeah. No worries.
Yeah. Lex. Lex it is. That's it. Lex, that was the one. Yeah.
That's fine.
Alright. Let's have a look.
Again, it began with l, so you're fine. That's right. Not far off.
So does it come up on the dashboard to say you need a service? No. It's an m e t it needs. Oh, it's fine.
It's me at then. Alright. MHC.
Yeah, please.
Are you waiting with it or just dropping off? How's your time? Is it Yeah.
Yeah. Can, please. Yeah.
So MST is due the August 14.
Yep.
So we got the August 4, the sixth,
the ninth, the thirteenth.
Oh, so it's ninth or thirteenth.
I can't do the thirteenth, definitely. What day is the ninth? Is that Friday?
Saturday.
That's Saturday.
And the sixth is?
Wednesday.
Wednesday.
What time can we do on Wednesday?
Do it first thing or
Yeah. Was it 08:00 on the that Wednesday?
Yeah. Can we do that, please? Yep.
Perfect.
Thank you. Wednesday, August 6, 08:00, and that's on the waiting appointment. Alright? That's excellent stuff.
Alright? Okay. Brilliant. Thanks for your help. Alright. We'll see you then. Thank you. Bye bye. Bye.