Call Information
01179142351
3m 30s
Jul 28, 2025, 1:00 PM
VW Bath Mon Motors VW
Other Calls TO or FROM 01179142351
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Original Call Recording
uploads/db63d944-d736-4317-8c93-dc93d67708b4.mp3
Call Type Classification
Although the caller mentioned the sales department, the nature of the call was to coordinate a vehicle collection related to a repair estimate, which aligns more with a service-related inquiry rather than a direct sales or parts request.
Short Summary
The caller from SJ Curtis Repair Center contacted the Volkswagen sales department to arrange the collection of a Volkswagen Golf for a customer, but was unable to reach sales directly and requested a callback.
Concerns
The agent was unable to connect the caller directly to the sales department, which caused some delay. The agent could have confirmed the callback details more clearly and ensured the caller felt fully supported. The initial IVR prompts were read by the agent, which may indicate a recording or automated system rather than a live agent, potentially causing confusion.
Detailed Summary
The caller identified themselves as Anne from SJ Curtis Repair Center and explained they needed to coordinate the collection of a Volkswagen Golf for a customer named Martin Joseph. The agent attempted to transfer the call to the sales department but was unable to reach anyone. The agent offered to take a message or arrange a callback, and the caller requested a callback within half an hour. The call ended with the agent confirming the callback and thanking the caller.
Key Information
Call Performance Scores
Professional behavior and approach
Understanding and care shown
Customer satisfaction during call
Customer cooperation levelRaw: 20/100 → Display: 81/100
Overall service satisfaction
Performance Overview:
Customer Difficulty scores are inverted for clarity:high display scores = cooperative customer
Call Transcript
press 1.
To inquire about one of our pre owned vehicles,
press 2.
For anything else,
please hold.
Call is being transferred.
Please hold.
Your call is important to us. Please continue to hold, and an agent will be with you shortly.
Good morning. Volkswagen.
Anne speaking. How may I direct your call? Oh, hello. My name is Anne. I'm calling from SJ Curtis Repair Center.
We have been asked to collect a Volkswagen Golf tomorrow for mister Martin Joseph.
I think it's with your sales department, actually.
But because they've done an estimate for him.
If I gave you a registration number, is there anyone in sales? Yeah. So it's Yankee sales, sir. Yeah. So it's Yankee kilo 25
whiskey Lima Lima.
Okay. No problem at all. Bear with me. Let me try sales now. Thank you. Thank you.
No. I'm sitting there lying in sales at the moment. Do you want me to leave a message or somebody give you a callback?
Yeah.
If they could call me back then.
If not, should I just is it are they likely to be there if I held on? Is it give an Yeah.
I'll call back in a minute. I was just gonna say if you give us a callback about, like, half an hour. Half an hour. Yeah. Yes. Alright. Okay. And and just after sales. Yeah. Okeydoke. Yeah. Thank you. Thank you. Bye. Bye bye.