Call Information
07414957361
3m 10s
Jul 31, 2025, 5:17 PM
VW Bath VW UK
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Original Call Recording
uploads/44b01fdc-451f-4e6b-aad9-138d7012254e.mp3
Call Type Classification
The call focused on processing a deposit payment and confirming a vehicle reservation, which are typical sales activities rather than service or parts inquiries.
Short Summary
The agent assisted the customer with processing a deposit payment for a vehicle reservation and confirmed details for the upcoming appointment.
Concerns
The agent asked the customer to provide sensitive card details over the phone without explicitly confirming PCI compliance or data security protocols. The agent’s language was sometimes hesitant and included filler words, which could reduce perceived professionalism. There was a slight lack of clarity when the agent said 'press 1' and 'to inquire about pre-owned vehicles' at the start, which seemed out of place given the customer was calling back.
Detailed Summary
The customer called back to provide bank card details for a deposit on a pre-owned vehicle. The agent verified payment methods, collected card information, and confirmed the reservation. The agent also informed the customer about bringing a driving license for insurance purposes and clarified who would be driving the vehicle. The call ended with the agent promising to send a confirmation email and confirming the appointment for Sunday.
Key Information
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%)
Sales Process Checklist
Customer Sentiment Analysis
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,
Good afternoon. You're through to Steve in sales. How can I help? Hi, Steve.
Hello? It's it's Melissa.
I'm just calling back about my
bank details for the deposit.
Okay. Alright. Let me just get your details up again. Bear with me. Alright.
Okay.
Fine. Okay. Bear with me a sec. I say just need to turn off recording setting once you give me that information.
So give me a few seconds. Thanks.
Can we do it by bank transfer, or does it have to be bank card?
Bank card or debit debit or credit card. Okay. Yeah. That's fine. Is that alright? Okay. Bear with Okay.
Yeah.
Okay. I'm back with you now. That's all done.
Okay.
Okay.
So first of all, I need just the long number across the card, please. Yep. 46594659.
22132213.
61696169.
2039.
2039.
Lovely. And the expiry date, please?
That would be
05/28.
05/28.
And the last three digits on the rear, please?
Oh, that would be
the
I think 042.
042.
Fantastic.
Okay. I'll get that all processed for you and get the car taken off and reserved.
And I'll ping you to an email just to say I've done that. Okay? Cool. And we will then obviously look out for you first thing on Sunday.
Fabulous. Please bring your driving license with you because I need to put you on insurance so you can take the car out safely. Will you be coming on your own or with family members? Just with my dad.
Okay. Fantastic. Does dad wanna drive as well?
No.
He's alright.
He's alright. Okay. Alright. Fine. Good. Okay. I'll get that all sorted out. Thank you ever so much for your reservation deposit.
I'll ping you an email, and have a good couple of days, and we'll see you on Sunday morning.
Amazing. See you Sunday morning, please. Alright. Take care. Have a nice evening. You too. Bye bye. Bye bye. Bye.