Acme Life Insurance

Operations · Quality Manager — Scorecard deep-dive · IRDA/DPDP compliance

Agent
WATCH5 calls today · English · Tamil

Score

67/83

%

80.7%

Recording disclosure stated

100% compliant. Read verbatim on every call.

4/4

T&C disclosure complete & accurate

Missed grace-period mention on 1 call. Non-fatal, but flagged.

4/5

No unauthorised promises (discounts/waivers)

Zero breaches. Stays within approved offer matrix.

5/5

DND / consent verified before pitch

Verified on 4/5. One call proceeded without explicit consent — coachable.

5/6

Summarized next steps

Weakest area. Next steps left vague on 4/5 calls. 'Aap WhatsApp pe link dekh lijiye' is not a plan.

1/4

Confirmed payment method & timing

Skipped on 4/5. Customers later called back asking how to pay.

1/4

Closed with thanks & branding

Trails off without sign-off. Sounds like the call dropped, not ended.

1/3

Set callback expectation (where applicable)

Default callbacks scheduled without customer input. Reduces show-rate.

1/4

Compliance Trend — This Week

20 agents × 7 days · IRDA / DND / DPDP exposure

Fatal errors
2-5

vs 7 last wk

Non-fatal errors
23-8

vs 31 last wk

Compliance flags per agent · per day

Mon
Tue
Wed
Thu
Fri
Sat
Sun
Anita Sharma
Priya Menon
Rohit Kulkarni
Vikram Iyer
Neha Reddy
Arjun Pillai
Sanya Kapoor
Kunal Bhattacharya
Meera Nair
Rahul Verma
Pooja Joshi
Aditya Rao
Sneha Pillai
Karan Mehta
Divya Ramesh
Sameer Gupta
Manish Saxena
Riya Banerjee
Faisal Khan
Deepak Tiwari
Flags / day:
0
1
2
3
5+

Compliance flags down 57% week-on-week. Driven by Evitar's pre-call disclosure prompts on the WhatsApp lane. Two RED ALERT agents (Faisal, Deepak) account for 68% of remaining flags.

AI-Generated Coaching Feedback

Synthesised from 5 reviewed calls · written for Sneha's TL

Strengths
  • Compliance score 18/20 — top decile on the floor for disclosure adherence.
  • Active listening (Section D) is exemplary — pair Sneha with COACH-tier agents to model this.
  • Strong, warm openings — customers stay on the line 22% longer than floor median.
Areas for improvement
  • Closing technique (4/15) is the single biggest gap — 73% of lost conversions trace here.
  • Defaults to discount on every objection — missing emotional/reassurance plays.
  • Energy drops in final 90 seconds of call — costs the close even when pitch was strong.
Action plan
  • 1Tomorrow 10:00 AM · 30-min Closing Techniques drill with Priya Menon
  • 2Wed afternoon · Roleplay 5 common objections without offering discount
  • 3Listen-back: 3 STAR-tagged calls from Anita Sharma — focus on closing 90 seconds
  • 4Next QA review in 5 days — target Section G score of 9/15
Synthesis: Sneha has strong fundamentals (compliance, listening) but a single dominant gap — closing technique. 73% of her lost conversions trace to Section G. A focused 2-week intervention on closing should lift her to STAR-tier.