Call Information
07443461718
2m 26s
Jul 29, 2025, 9:53 AM
VW Bath Mon Motors VW
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Original Call Recording
uploads/9c108899-cd43-49b3-b2fd-bc12210400db.mp3
Call Type Classification
The primary purpose of the call was to discuss parts related to the customer's vehicle and to pass a message to the relevant person about parts inquiries, fitting the PARTS category rather than SALES or SERVICE.
Short Summary
A customer called to speak with Justin about car parts but was unable to reach him; the agent took a message and reassured the caller that Justin would be informed upon his return.
Concerns
The agent's initial greeting was abrupt and somewhat unprofessional, potentially causing confusion. The agent's language was informal and occasionally unclear, which could reduce customer confidence. There was a lack of proactive reassurance or alternative solutions offered to the caller. The agent did not confirm contact details or offer a callback option, which could improve customer experience.
Detailed Summary
The caller, Dominic Ballston, contacted the agent to discuss parts related to his car, which had previously been serviced. The agent was initially unsure who was calling and appeared somewhat informal and hesitant in communication. Dominic expressed frustration about not being able to reach Justin despite previous attempts and was concerned about pestering him. The agent acknowledged Justin's busyness, promised to pass on the message, and maintained a polite tone throughout the call.
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
Hello?
Oh, hello. Is is Justin there, please?
He's not currently. Sorry. Who's who's calling?
My name is Dominic Ballston. I just wanted to chat to him about some parts and stuff.
Lovely. Sorry. I assumed it was going to be the call center the way I answer them, Justin. The way you answer is, like, I I I thought I knew you, but that's not how I'm not know. We have spoke before if that makes you hear you there. I've been. I'm I'm just wondering.
I've had your car while it's been in with us before. Oh. Is it judgering from brakes or something or after
locking while driving?
I can't remember. Maybe.
But, no, I will let Justin know as soon as he's back that you've phoned in about the parts. I say, sorry. A bit upset at rang up. Yeah. I still back. So rang up yesterday to speak to him about something, and he said he'd ring me back. But I know he's horrifically
busy.
And you know when you think, I don't wanna ring him back because it feels con pestering. So I waited a whole day, and I thought, do I ring him again today? I I do know when you get that
point, you're thinking, I don't wanna ring him again because I'm he's I know he's busy, but I can't pop banks. He's too far away. So when you do speak to him, say, I'm sorry to ring again, but I need to speak to him.
Yeah. I will do. I said I wasn't in yesterday, so I expect he probably got caught up in sorting out some of stuff where I've not been in, where I've been on a holiday.
But
now I'm back. He's got no excuse not to ring you, so I'll pass the message on. He's of having a tea right now. You know he is.
I'm busy. But he he do a lot, does he?
No worries, mister Bulls. Then I'll let you know that he I'll let him know as soon as he's back that you've called. Splendid. Thank you so much.
A problem at all. Alright. Bye. Cheers. Bye.