Ügyfélszolgálat
Call Analysis
Full call quality overview — sentiment, compliance, churn risk, and cross-sell signals.
Total calls today
142
Avg sentiment
61/100
Churn at risk
4
Cross-sell signals
9
Avg handle time
07:22
CSAT
74%
Sentiment vs Churn Score — all calls
6 calls
Kovács Péter
Claim status enquiry
FrustratedChurn: High
2024-05-14 09:12
08:34
Agent: Németh Balázs
Sentiment
28
Compliance
91
Churn Score
74
Call quality radar
AI Summary
Customer called to follow up on a pending vehicle claim filed three weeks ago. Expressed significant frustration at the lack of proactive communication. Used the phrase "considering switching providers" — a clear churn signal. Agent handled professionally but failed to escalate to a case manager within policy SLA. Compliance score high; sentiment very low. Immediate follow-up from a senior claims handler is recommended.
Action Required
Escalate claim to senior handler and send proactive status update within 24h.
Key Phrases
“waiting three weeks”“no update”“considering switching”“very disappointed”