Notes

http://asterisk2.big4.local/recordings/yorkshireloftladders/20241030-130518-19196655-7783062878.gsm


http://asterisk2.big4.local/recordings/everlast/20241031-121236-16565716-2030867723.gsm

General Call.
Please always advise the caller anytime you need to go quiet on the line
The PA provided the greeting correctly and sounded appropriate.
The caller was advised when the PA would be quiet on the line. Please continue to do so every time.
The caller’s name was not spelt out.
The contact number was confirmed.
Please use your please and thank yous more frequently.
The PA showed brilliant active listening skills and noted all information given by the caller.
The PA attempted to transfer the call.
The caller was thanked for holding or similar.
The PA was polite and professional.
The call was closed nicely.

Incorrect Page option
The PA provided the greeting and sounded appropriate for the call.
The incorrect page option has been selected.
The PA should have used their initiative and should have asked the caller if it was a sales/cold call.
The caller's name was confirmed.
The company name has been noted incorrectly, it should be Take Payments.
Please ensure you are actively listening as the caller had to repeat himself.
Please use your full stops where needed.
The PA has selected the incorrect option on the widget.
The caller hung up so the PA was unable to contact details or close the call.
Please note "Caller hung up" when the caller hangs up and you are unable to take the details.
The PA submitted the message for this call after 40 minutes.
Please submit the message as soon as you can.


http://asterisk.ifl.local/recordings/babtac/20241105-163635-441614640734-4731777.gsm

Investigation due to client concerns over a large number of calls with 'Caller Left No Details'.
Greeting- 1
Incorrect field option- 1
Lack of Details- 1
Call Flow- 1
Active Listening-1
Call close-1

Topaz Digital
http://asterisk2.big4.local/recordings/topazdigital/20241108-111317-19096869-2039581709.gsm
The appropriate greeting was not provided by the agent.
The agent did struggle with noting down the accurate telephone number provided by the caller.
The caller specifically asked to speak with James Willard and this field was completed incorrectly.
The company name field was completed incorrectly. The caller did provide the name of the company as Widner but this was not confirmed nor noted.
Please ensure you are allowing the caller to give their details in full before confirming this back to them. Not doing so disrupts the call flow.
Please ensure you are noting down ALL details provided to you by the caller. Sarah from Widner called to speak with James Willard regarding a quote that he had sent to them and requested a callback regarding this.
Please ensure you are actively listening on all calls as the caller had to repeat themselves severally.


Northfoxproperty

The PA did not confirm the name of the caller back to them. Please ensure you are confirming the names of callers back to the caller, phonetically.
The caller's name should be Marie Edkonseri.
Please ensure you are noting ALL the details provided to you by the caller.
The caller was calling to get more details about investing in a property going for 9,950 which she had received in her email. She was unable to provide further details about the property and then requested to get a brochure.
The caller provided a 10-digit telephone number as 0780499094 and you noted down 07804994094 incorrectly as well.

Cloudy2clear
Shahrukh khan
http://asterisk2.big4.local/recordings/cloudy2clearesales/20241111-141354-19206008-7791871754.gsm
The caller provided her postcode as CM12 ONJ but the PA noted down CN12 ONJ

Lamirah Dore
http://asterisk.ifl.local/recordings/cloudy2clearesales/20241111-141122-19206008-1206241642.gsm
The caller provided their contact number as 07794427869 but the PA read it back as 07794477869 and the caller confirmed it.


Agents that have forgotten to note down contact details



Agents that have not confirmed contact details


Agents that have not submitted a message



http://asterisk2.big4.local/recordings/simplypsychotherapy/20241011-141119-19221209-7446367696.gsm

Investigation due to client concerns over the quality of calls
Floorsandblinds
1st November
PA- Samuel Combes
http://asterisk2.big4.local/recordings/floorsandblinds/20241101-100336-441618201768-1618148302.gsm
The name of the caller was not confirmed back to them.
*Should be a sales call instead.

Precious Okuonghae
http://asterisk.ifl.local/recordings/floorsandblinds/20241101-101852-441618201768-4412064.gsm
This was an existing enquiry, the caller was calling for the ''third'' time. Please ensure you are choosing the right options.
The caller's surname should be Bayliss and not Dayliss.
Please ensure you are confirming numbers back to the callers in the way they have provided it to you
Please ensure you are noting down the relevant response to if the caller is calling from a company or calling for themselves if you ask them.
Please ensure you are noting down ALL details provided by the caller.

Henry Wilson
http://asterisk.ifl.local/recordings/floorsandblinds/20241101-112618-441618201768-4412064.gsm
Please ensure you are noting down ALL details provided to you by the caller.
The caller's name was not confirmed phonetically

Ibrahim Musse
http://asterisk.ifl.local/recordings/floorsandblinds/20241101-161420-441618201768-4874989.gsm
Please ensure you are noting down the FULL details of the client's query and writing in full sentences.
The caller's name was not spelt out or confirmed back to them.
The caller's telephone number was not requested but it was noted down. Please ensure you are requesting the relevant details from the caller.
Please ensure you are closing the call with the relevant instructions on the script. The caller was to receive a callback within 24 hours and not the next morning.

2nd November
Temi Ige
http://asterisk2.big4.local/recordings/floorsandblinds/20241102-093722-441618201768-1454414575.gsm
Well done for confirming all the details back to the caller and noting them down correctly.
The PA showed brilliant active listening.
The PA chose the right option in the script.
Well done for noting down ALL details provided to you by the caller
The call was closed nicely.
100%

4th November
Emmy Kawe
http://asterisk.ifl.local/recordings/floorsandblinds/20241104-092552-441618201768-7958668.gsm
Caller hung up- Message submitted
100%

Susan Hurst
http://asterisk.ifl.local/recordings/floorsandblinds/20241104-110126-441618201768-0422818.gsm
Well done for confirming all the details back to the caller and noting them down correctly.
The PA showed brilliant active listening.
The PA chose the right option in the script.
Please ensure you are noting down ALL the details provided to you by the caller.
The call was closed nicely.
97%

Humayra Mahmood
http://asterisk2.big4.local/recordings/floorsandblinds/20241104-155504-441618201768-7557958668.gsm
The PA failed to request the email address of the caller. Please ensure you are requesting all relevant details from the caller.
Well done for confirming all the requested details back to the caller and noting them down correctly.
The PA showed brilliant active listening.
The PA chose the right option in the script.
The call was closed nicely.

Humayra Mahmood
http://asterisk2.big4.local/recordings/floorsandblinds/20241104-161800-441618201768-2077006000.gsm
No message was submitted for this call.
The caller requested to speak with Jordan and the PA advised the caller that the office had closed at 2 pm and attempted to take a message but the caller declined to provide further details.
Please always submit a message for all calls as instructed in the script.

5th November
Kafeel Naeem
http://asterisk.ifl.local/recordings/floorsandblinds/20241105-104839-441618201768-2417304.gsm
Caller hung up- No message was submitted for this call.
Please always submit a message for all calls as instructed in the script.

Kafeel Naeem
http://asterisk.ifl.local/recordings/floorsandblinds/20241105-110916-441618201768-4874989.gsm
Caller hung up- No message was submitted for this call.
Please always submit a message for all calls as instructed in the script.

Temi Ige
http://asterisk2.big4.local/recordings/floorsandblinds/20241105-115812-441618201768-3453075071.gsm
Caller hung up- No message was submitted for this call.
Please always submit a message for all calls as instructed in the script.

Humayra Mahmood
http://asterisk2.big4.local/recordings/floorsandblinds/20241105-130253-441618201768-7855325373.gsm
The caller's name was spelt out and noted correctly.
The PA failed to request the email address of the caller. Please ensure you are requesting all relevant details from the caller.
The PA showed brilliant active listening.
The PA chose the right option in the script.
The call was closed nicely.

Susan Hurst
http://asterisk.ifl.local/recordings/floorsandblinds/20241105-134609-441618201768-3897281.gsm
The wrong company name was provided in the greeting but was corrected immediately by the PA.
Well done for confirming all the details back to the caller and noting them down correctly.
The PA showed brilliant active listening.
The PA chose the right option in the script.
Please ensure you are noting down ALL the details provided to you by the caller.
The call was closed nicely.


Danyal Shah
http://asterisk.ifl.local/recordings/floorsandblinds/20241105-161427-441618201768-9733568.gsm
The PA sounded polite but could have sounded more upbeat and confident on the line.
The caller declined to provide his contact details however he provided some other details to you. Please ensure you are using the relevant option on the ''caller left no details'' page.
The caller called to speak with Jordan regarding a quote that he had received from him as he had some questions about the nobs of the blind. He was looking to speak with him urgently regarding this as he was currently out of the country.

Adeyinka Abass
http://asterisk2.big4.local/recordings/floorsandblinds/20241105-163720-441618201768-3334439299.gsm
This was a cold call and the caller should have been advised as per the script.
The wrong field option was chosen.

6th November
Precious Okuonghae
http://asterisk2.big4.local/recordings/floorsandblinds/20241106-100017-441618201768-1454414575.gsm
The caller's email address was not confirmed phonetically.
Please ensure you are actively listening on calls as the caller had to repeat themself.
This was an existing enquiry as the caller advised that she was responding to a message Jordan had left for her regarding some measurements to be done.
Please ensure you are choosing the right options.

Jessica Lau
http://asterisk2.big4.local/recordings/floorsandblinds/20241106-121218-441618201768-1179565896.gsm
Silent Call- Message Submitted
100%

Sonia Bibi
http://asterisk.ifl.local/recordings/floorsandblinds/20241106-132902-441618201768-5583743.gsm
Well done for confirming all the details back to the caller and noting them down correctly.
The PA showed brilliant active listening.
The PA chose the right option in the script.
Well done for noting down ALL details provided to you by the caller
The call was closed nicely.
100%

Scarlett Hulme
http://asterisk2.big4.local/recordings/floorsandblinds/20241106-162221-441618201768-7814757893.gsm
Silent Call- Message Submitted
100%

Tajwar Allslam
http://asterisk.ifl.local/recordings/floorsandblinds/20241106-164420-441618201768-4757893.gsm
The PA showed brilliant active listening.
The PA chose the right option in the script.
The email address was not confirmed. Please ensure you are confirming all details provided to you.
The script did advise that the call would be returned within 24 hours. Please do not promise callsbacks outside what is in the script.

Louis Allen
http://asterisk2.big4.local/recordings/floorsandblinds/20241106-171405-441618201768-7443501508.gsm
Please only attempt to transfer the call if the script advises so. Not doing so disrupts the call flow.
The PA failed to request the email address of the caller. Please ensure you are requesting all relevant details from the caller.
Please make sure you are actively listening on the call and noting down the correct details.
The caller called to speak with Jordan regarding some queries he had following the quotes he received.

7th November
Emmy Kawe
http://asterisk.ifl.local/recordings/floorsandblinds/20241107-114334-441618201768-4571625.gsm
Sales Call- Message submitted
The PA was polite on the call but could have sounded more upbeat and audible.

8th November
Humayra Mahmood
http://asterisk.ifl.local/recordings/floorsandblinds/20241108-115658-441618201768-7958668.gsm
The caller's name was spelt out and noted correctly.
The PA failed to request the email address of the caller. Please ensure you are requesting all relevant details from the caller.
The PA showed brilliant active listening.
The PA chose the right option in the script.
The call was closed nicely.

11th November
Shahrukh Khan
http://asterisk.ifl.local/recordings/floorsandblinds/20241111-101717-441618201768-4416948.gsms
The caller's surname was not confirmed back to the caller
The PA showed brilliant active listening.
The PA chose the wrong field option in the script as this was an existing enquiry.
The email address was not spelt out nor confirmed phonetically
The call was closed nicely.

Mordochee Inelus
http://asterisk2.big4.local/recordings/floorsandblinds/20241111-104837-441618201768-7775329718.gsm
The caller's first name was not confirmed and the last name was not requested.
The PA chose the wrong field option as this was a new enquiry. Please ensure you are choosing the right option in the script.
A failed to request the email address of the caller. Please ensure you are requesting all relevant details from the caller.
The call was closed nicely.

12th November
Lily-Mae Tevlin
http://asterisk.ifl.local/recordings/floorsandblinds/20241112-154601-441618201768-6816074.gsm
The caller's name was not confirmed.
The caller's telephone number was not confirmed
The company's name was not noted or confirmed by the PA.
The email address was not requested from the caller.
The PA chose the right option in the script.
Please ensure you are using full sentences and noting ALL details provided by the caller.
13th November
Shamis Abdalle
http://asterisk2.big4.local/recordings/floorsandblinds/20241113-160110-441618201768-1388224992.gsm
Caller hung up- No message was submitted for this call.
Please always submit a message for all calls as instructed in the script.

14th November
Alhassi
http://asterisk2.big4.local/recordings/mypropertyhost/20241114-181137-441614643329-2085448099.gsm
PA provided the greeting incorrectly
Th caller's names were not confirmed phonetically.
The PA failed to request the caller's email address.
The postcode was confirmed phonetically.
The phone number was confirmed.
The message lacked details. Thank God was calling to report that his roof had been leaking nonstop and was pouring like it was raining. He fears that it might collapse as a result and has had to empty his trash bin to contain the water in the living room. He already sent an email regarding this and requires urgent attendance.
T
call clsoe- 2

Winston Solicitors
Ayeesha
http://asterisk2.big4.local/recordings/winstonsolicitors/20241116-113956-16565785-7779750000.gsm
Please ensure you are not rushing the call and actively listening to the caller.
The PA chose the wrong enquiry type. Ensure you are asking for help from the supervisor or team leader If you are unsure of anything on the script.
The caller requested to get a quote for the Right to Buy scheme to complete a flat purchase from the council. This would have been for Conveyancing- New Purchase.