Call intake

01 / Intake

Ingest agent–customer recordings, attach the SOP and QA checklist, then let AI transcribe and evaluate.

Manual upload

Live · audio or video (MP3 / WAV / MP4)

Avaya telephony

Deployment-ready · not live

Najm CMS

Deployment-ready · not live

NajmNet

Deployment-ready · not live

1 · Call recording

Transcription · sentiment · SOP compliance · coaching · handoff

2 · SOP

NJM-CC-SOP-014 · Accident reporting SOP v3.2 (seeded)

# Najm Contact Centre — Inbound Accident Reporting & Customer Care SOP
NJM-CC-SOP-014 · Version 3.2 · Effective 01 Sep 2026

This Standard Operating Procedure (SOP) defines how Najm for Insurance Services contact-centre representatives handle inbound calls from drivers involved in motor accidents, callers following up on existing reports, and callers raising complaints about Najm services. It applies to all inbound channels routed through the Avaya telephony platform, including the 920000560 hotline, the Najm app call-back queue and escalated WhatsApp voice notes.
The SOP exists to ensure that every caller is kept safe, that accident information is captured accurately and completely the first time, that surveyor dispatch is triggered without avoidable delay, and that every interaction reflects Najm's service values: safety, accuracy, empathy, transparency and accountability.
Compliance with this SOP is measured by the Conversation Intelligence platform and by human Quality Assurance reviewers. Every numbered step below is an auditable control. Representatives are expected to follow the steps in order unless a safety exception in Section 4 applies.

## 1. Scope and definitions
- Caller: any person contacting Najm by voice. The caller may be the driver, a passenger, the vehicle owner, a relative, a fleet manager or a witness.
- Complainant / reporting party: the caller who is reporting the accident or raising the complaint. Where two parties are on the line, the party who initiated the call is the reporting party and the other is the counter-party.
- Counter-party: the other driver(s) involved in the accident.
- Representative (Agent): the Najm contact-centre employee handling the call.
- Surveyor (المباشر): the Najm field officer dispatched to the accident scene.
- Report reference: the Najm case number generated in Najm CMS once mandatory fields are captured.
- Najm Self-Report (تقدير ذاتي): the app-based process for minor accidents without injuries where both parties agree.
- Out of scope: claims payment disputes handled by insurers, traffic violations handled by Muroor, and accidents involving fatalities, which are handed to Red Crescent and Muroor immediately.

## 2. Roles and responsibilities
- Representative: follows this SOP, captures data in Najm CMS in real time, communicates honestly about ETAs, and escalates when required.
- Team Leader: monitors queue health, approves escalations, handles caller requests to speak to a supervisor within 3 minutes.
- Dispatch Desk: assigns surveyors, maintains live ETA data visible to representatives.
- Quality Assurance: samples calls weekly, reviews AI-flagged calls, delivers coaching within 5 working days.
- Compliance Officer: owns alignment of this SOP with SAMA, Muroor, PDPL and Najm regulations described in NJM-CMP-REG-007.

## 3. Call opening (Steps 1–3)
- Step 1 — Branded greeting. Answer within 3 rings after the IVR handover. Use the approved greeting in the caller's language: "أهلاً وسهلاً، نجم لخدمات التأمين، معك [الاسم]، كيف أقدر أخدمك؟" or "Welcome to Najm Insurance Services, this is [name], how may I help you?". The representative's first name must be stated.
- Step 2 — Language and dialect alignment. Mirror the caller's language. For Saudi dialect callers respond in clear white-dialect Arabic; avoid heavy formal MSA that may feel distant. Switch to English, Urdu or Hindi via the language line if needed within 30 seconds.
- Step 3 — Purpose identification. Within the first 30 seconds determine whether the call is (a) a new accident, (b) a follow-up on an existing report, (c) a complaint, or (d) a general enquiry. Repeat the purpose back to the caller to confirm.

## 4. Safety first (Steps 4–5)
- Step 4 — Injury check. Before collecting any other information on a new accident, ask whether anyone is injured: "الحمد لله على السلامة، هل فيه أي إصابات؟". If yes, instruct the caller to call 997 (Red Crescent) and transfer via warm conference if the caller cannot. Log 'Injury reported' in CMS. Do not continue routine intake until emergency help is confirmed.
- Step 5 — Scene safety. Ask whether the vehicles are in a safe place and whether the hazard lights are on. Advise moving vehicles to the shoulder only if there are no injuries and vehicles are drivable, after photographing their positions. Remind the caller to stand behind the barrier, not between vehicles.
- Safety exception: if the caller reports fire, fuel leak, a trapped person, a child alone in a vehicle or a hostile counter-party, escalate to 911/999 immediately and inform the Team Leader. Normal step order is suspended.

## 5. Identity verification (Step 6)
- Step 6 — Verify the caller. Capture full name, mobile number (confirm it is the number calling), and the last 4 digits of the National ID or Iqama. For follow-up calls also capture the report reference. Never read personal data back in full; confirm only the last 4 digits.
- If the caller refuses identification, explain that verification protects their data under the Personal Data Protection Law, and offer to continue with general information only.
- If the caller is not the driver, capture their relationship to the driver and the driver's name.

## 6. Accident intake (Steps 7–11)
- Step 7 — Location. Capture city, road name, direction of travel, nearest exit or landmark, and whether the caller can share live location via the Najm app SMS link. Example: Riyadh, King Fahd Road northbound, near Al Urubah exit.
- Step 8 — Time. Capture the approximate time of the accident and how long the caller has been waiting.
- Step 9 — Vehicles and parties. For each vehicle capture make, model, colour, plate number (Arabic letters and digits), and insurer if known. Confirm whether the counter-party is present at the scene and cooperative.
- Step 10 — Accident description. Ask an open question: "ممكن توصف لي كيف صار الحادث؟". Then clarify: movement of each vehicle, traffic signal state, lane, points of impact, visible damage. Record the caller's words neutrally; do not suggest fault.
- Step 11 — Evidence. Ask the caller to photograph both vehicles, plates, the road and any dashcam footage, and to upload through the Najm app link. Do not promise any liability outcome based on evidence.

## 7. Report creation and dispatch (Steps 12–13)
- Step 12 — Create the report in Najm CMS while on the call. Mandatory fields: caller identity, location, time, both plates, injury status, description. The system will generate a report reference; read it to the caller slowly and send it by SMS.
- Step 13 — Dispatch and ETA. Request surveyor dispatch and read the live ETA from the dispatch panel. State the ETA as a range (e.g. 25–35 minutes). If no ETA is available, say so transparently, explain why, and commit to an SMS update within 10 minutes. Never say 'soon' without a time range.
- Self-Report eligibility: if there are no injuries, both vehicles are drivable and both parties agree, offer Najm Self-Report via the app as a faster alternative, explaining it is optional.

## 8. Follow-up calls and delay handling (Steps 14–15)
- Step 14 — Status check. For callers asking 'when will the surveyor arrive', retrieve the report using the reference or mobile number, read the current status and live ETA, and state the reason for any delay (traffic, high volume, weather).
- Step 15 — Delay escalation. If the caller has waited more than 30 minutes beyond the original ETA, raise a priority escalation to Dispatch Desk, tell the caller the escalation number, and give a new ETA range. Offer a call-back. Apologise sincerely using the caller's name.
- Do not close a delay call with only 'you will receive a notification' — the caller must leave with a time range or a defined next update time.

## 9. Complaint handling (Steps 16–17)
- Step 16 — Acknowledge and log. Let the caller finish without interruption. Acknowledge feelings: "أعتذر منك على الإزعاج، وأفهم إن الانتظار متعب". Log the complaint category (delay, surveyor conduct, report error, app issue, other) and a neutral summary.
- Step 17 — Resolve or route. Resolve on the call if possible. Otherwise create a complaint ticket, give the ticket number and the SLA (initial response 24 hours, resolution 5 working days), and explain that the caller may escalate to SAMA Consumer Protection if unsatisfied after the SLA.

## 10. Call closing (Steps 18–20)
- Step 18 — Recap. Summarise the key details: report reference, location, plates, injury status, ETA or next update time, and any actions the caller must take.
- Step 19 — Check understanding. Ask: "هل فيه شيء ثاني أقدر أخدمك فيه؟" and confirm the caller has no outstanding questions.
- Step 20 — Closing and survey. Close warmly with the Najm closing line and inform the caller of the post-call satisfaction survey by SMS: "شكراً لتواصلك مع نجم، راح يوصلك استبيان قصير نتمنى تقييمك، ونتمنى لك السلامة".

## 11. Hold, transfer and silence rules
- Ask permission before any hold and state the expected duration. Holds must not exceed 30 seconds without returning to the caller; total hold time must not exceed 2 minutes per call.
- Use warm transfers only: introduce the caller and the reason to the receiving team before connecting.
- Dead air longer than 10 seconds should be avoided; narrate what you are doing in CMS ("لحظة أسجل البيانات").

## 12. Language, tone and prohibited behaviour
- Use the caller's name at least twice. Use empathy statements at the start of the accident description and on any delay.
- Prohibited: assigning or hinting at fault, quoting liability percentages, promising compensation amounts, criticising insurers or Muroor, using slang that may be disrespectful, arguing with the caller, ending a call while the caller is still speaking.
- Gender-sensitive service: address female callers as 'أخت [الاسم]' or 'أستاذة' and male callers as 'أخ [الاسم]' or 'أستاذ'; never comment on the caller's driving based on gender or nationality.

## 13. Data protection during the call
- Only collect data required for the report. Do not ask for full ID numbers verbally if the app link can capture them.
- Do not record personal data in free-text notes beyond what the field requires. Recordings are retained for 24 months per NJM-CMP-REG-007 Section 6.

## 14. Performance targets
- Average speed of answer ≤ 20 seconds; first-call resolution ≥ 85%; average handle time for new accidents 4–6 minutes; QA score ≥ 85; CSAT ≥ 4.3/5; surveyor dispatch within 2 minutes of report creation.

## 15. Document control
- Owner: Head of Customer Care. Reviewer: Compliance Officer. Review cycle: every 6 months or after any regulatory change. Related documents: NJM-QA-CHK-009 (QA checklist), NJM-CMP-REG-007 (Regulations & compliance).

## Appendix A — Approved phrase bank (Saudi dialect / English)
Moment | Arabic (Saudi white dialect) | English
Greeting | أهلاً وسهلاً، نجم لخدمات التأمين، معك [الاسم]، كيف أقدر أخدمك؟ | Welcome to Najm Insurance Services, this is [name], how can I help?
Empathy on accident | الحمد لله على السلامة، لا تشيل هم، بنخدمك إن شاء الله | Thank God you are safe, don't worry, we will help you.
Injury check | أول شيء طمني، هل فيه أي إصابات؟ | First, is anyone injured?
Scene safety | هل السيارات في مكان آمن؟ شغّل الإشارات التحذيرية لو سمحت | Are the vehicles safe? Please switch on hazard lights.
Identity | ممكن آخر أربع أرقام من الهوية أو الإقامة؟ | May I have the last four digits of your ID or Iqama?
Location | وين موقع الحادث بالضبط؟ أي طريق وأي اتجاه وأقرب مخرج؟ | Where exactly is the accident: road, direction, nearest exit?
Description | ممكن توصف لي كيف صار الحادث؟ | Could you describe how the accident happened?
Plates | ممكن رقم اللوحة لسيارتك وسيارة الطرف الثاني؟ | May I have your plate and the other party's plate?
Evidence | صوّر السيارتين واللوحات والطريق وارفعها على الرابط اللي بيوصلك | Photograph both cars, plates and road and upload via the link.
ETA | المباشر بيوصلك خلال ٢٥ إلى ٣٥ دقيقة تقريباً | The surveyor will arrive in about 25–35 minutes.
No ETA available | ما عندي وقت دقيق الحين بسبب ضغط البلاغات، بيوصلك تحديث برسالة خلال ١٠ دقايق | I don't have an exact time due to high volume; you'll get an SMS update within 10 minutes.
Delay apology | أعتذر منك أخت [الاسم] على التأخير، رفعت تصعيد برقم [رقم] وبتابع بنفسي | I'm sorry for the delay, I've raised escalation [no.] and will follow up personally.
Hold | تسمح لي أحطك على الانتظار ٣٠ ثانية أتأكد من حالة البلاغ؟ | May I place you on hold for 30 seconds to check the report?
Recap | خلني أأكد معك: رقم البلاغ [..]، الموقع [..]، اللوحات [..]، والمباشر خلال [..] | Let me confirm: report [..], location [..], plates [..], surveyor within [..].
Further help | هل فيه شيء ثاني أقدر أخدمك فيه؟ | Is there anything else I can help with?
Closing + survey | شكراً لتواصلك مع نجم، بيوصلك استبيان قصير، ونتمنى لك السلامة | Thank you for contacting Najm; a short survey will follow. Stay safe.

3 · QA checklist

NJM-QA-CHK-009 · QA checklist v4.1 (seeded)

# Najm Inbound Call QA Checklist (NJM-QA-CHK-009 v4.1)

This checklist is the scoring instrument used by Najm Quality Assurance and the Conversation Intelligence platform to evaluate every inbound accident-reporting, follow-up and complaint call. It operationalises SOP NJM-CC-SOP-014 and the regulatory controls in NJM-CMP-REG-007.
Each item has a weight. An item may be scored Met (full weight), Partial (half weight), Missed (zero) or N/A (removed from the denominator). The final QA score is the sum of earned weights divided by the sum of applicable weights, multiplied by 100.
Items marked Critical are auto-fail controls: if any Critical item is Missed, the call is capped at 60/100 regardless of other scores and is routed to the Team Leader for same-week coaching.
Evidence must be a short verbatim quote or timestamp from the transcript. Reviewers must not infer behaviour that is not audible in the recording.

## A. Opening
- [A1] Answered within 3 rings after IVR (weight 2) — evidence: Timestamp of first agent utterance ≤ 6s — Critical if > 20s
- [A2] Branded Najm greeting used (weight 4) — evidence: Mentions 'نجم' / 'Najm' in first utterance — 0 if brand missing
- [A3] Agent stated own first name (weight 3) — evidence: Name appears in greeting — 0 if missing
- [A4] Offer of help / open question (weight 2) — evidence: 'كيف أقدر أخدمك' or equivalent
- [A5] Language/dialect matched caller (weight 3) — evidence: Agent replies in caller's dialect — Partial if formal MSA only
- [A6] Call purpose identified within 30s (weight 3) — evidence: Agent confirms purpose

## B. Safety
- [B1] Injury question asked before intake (weight 8) — evidence: Explicit injury question before location — Critical control
- [B2] Correct emergency routing if injury (weight 8) — evidence: 997 / transfer offered — N/A if no injury
- [B3] Scene safety checked (weight 5) — evidence: Asked if vehicles are in a safe place
- [B4] Hazard lights / barrier advice (weight 2) — evidence: Safety advice given — Partial if only asked
- [B5] Safety exceptions escalated (weight 5) — evidence: Fire/fuel/trapped person escalated — N/A if none

## C. Identity & data protection
- [C1] Caller full name captured (weight 3) — evidence: Name requested or confirmed — Partial if addressed but not confirmed
- [C2] Mobile number confirmed (weight 2) — evidence: Number confirmed
- [C3] National ID / Iqama last-4 verified (weight 5) — evidence: Last 4 digits captured — Critical for report creation
- [C4] Relationship captured if caller not driver (weight 2) — evidence: Relationship recorded — N/A if driver
- [C5] No full personal data read aloud (weight 3) — evidence: Only last-4 confirmed — 0 if full ID read
- [C6] PDPL explanation if caller hesitant (weight 2) — evidence: Reason for verification explained — N/A if not hesitant

## D. Accident intake
- [D1] Location: city, road, direction, landmark (weight 5) — evidence: All four elements — Partial if 2–3
- [D2] Live location link offered (weight 2) — evidence: SMS / app link offered
- [D3] Time of accident captured (weight 3) — evidence: Approximate time recorded
- [D4] Waiting duration captured (weight 2) — evidence: Agent knows how long caller waited
- [D5] Caller plate captured (weight 5) — evidence: Plate letters + digits — Critical
- [D6] Counter-party plate captured (weight 5) — evidence: Plate letters + digits — Critical
- [D7] Make/model/colour for both vehicles (weight 3) — evidence: Vehicle descriptors — Partial if one vehicle
- [D8] Counter-party presence confirmed (weight 2) — evidence: Asked whether other party is at scene
- [D9] Open question on how accident happened (weight 4) — evidence: 'كيف صار الحادث' or equivalent
- [D10] Clarifying questions on movement/signal/lane (weight 3) — evidence: At least two clarifications
- [D11] Damage location captured (weight 2) — evidence: Points of impact recorded
- [D12] Neutral language — no fault suggested (weight 6) — evidence: No fault language — Critical: 0 if fault suggested
- [D13] Evidence upload requested (weight 3) — evidence: Photos / dashcam requested

## E. Report & dispatch
- [E1] Report created during call (weight 5) — evidence: Reference generated — Critical
- [E2] Report reference read to caller (weight 4) — evidence: Reference stated
- [E3] Reference sent by SMS (weight 2) — evidence: SMS confirmed
- [E4] Surveyor dispatch requested (weight 5) — evidence: Dispatch confirmed — Critical
- [E5] ETA given as a time range (weight 5) — evidence: e.g. 25–35 minutes — 0 if 'soon' only
- [E6] Transparent explanation if no ETA (weight 4) — evidence: Reason + next update time
- [E7] Self-Report offered when eligible (weight 2) — evidence: Offer made — N/A if not eligible

## F. Follow-up & delay
- [F1] Existing report retrieved (weight 3) — evidence: Reference/mobile lookup — N/A for new reports
- [F2] Current status stated (weight 3) — evidence: Status read to caller
- [F3] Reason for delay explained (weight 3) — evidence: Traffic/volume/weather
- [F4] Escalation raised when > 30 min late (weight 5) — evidence: Escalation number given
- [F5] New ETA or next update time committed (weight 5) — evidence: Concrete time — 0 if only 'notification'
- [F6] Call-back offered (weight 2) — evidence: Offer made
- [F7] Sincere apology using caller's name (weight 3) — evidence: Apology + name — Partial if no name

## G. Complaint handling
- [G1] Caller allowed to finish uninterrupted (weight 3) — evidence: No interruption
- [G2] Feelings acknowledged (weight 3) — evidence: Empathy phrase
- [G3] Complaint categorised (weight 2) — evidence: Category recorded
- [G4] Ticket number and SLA given (weight 4) — evidence: 24h / 5 working days
- [G5] SAMA escalation right explained when relevant (weight 2) — evidence: Mentioned — N/A if resolved

## H. Closing
- [H1] Recap of key details (weight 6) — evidence: Reference, location, plates, ETA — Partial if incomplete
- [H2] Further help offered (weight 2) — evidence: 'شيء ثاني أقدر أخدمك فيه'
- [H3] Najm closing line (weight 2) — evidence: 'شكراً لتواصلك مع نجم'
- [H4] Survey informed (weight 3) — evidence: Survey mentioned
- [H5] Caller not cut off (weight 3) — evidence: Caller finished speaking

## I. Soft skills
- [I1] Empathy statement at accident description (weight 4) — evidence: 'الحمد لله على السلامة' etc.
- [I2] Caller's name used ≥ 2 times (weight 2) — evidence: Count of name use — Partial if once
- [I3] Professional, calm tone throughout (weight 4) — evidence: No irritation
- [I4] Active listening — no repeated questions (weight 3) — evidence: No re-asking
- [I5] Clear, jargon-free explanations (weight 2) — evidence: Plain language
- [I6] Respectful gender-appropriate address (weight 2) — evidence: 'أخت / أخ / أستاذ'

## J. Hold & transfer
- [J1] Permission asked before hold (weight 2) — evidence: Asked — N/A if no hold
- [J2] No hold > 30s without check-in (weight 3) — evidence: Max hold duration
- [J3] Dead air < 10s (weight 2) — evidence: Silence gaps
- [J4] Warm transfer only (weight 3) — evidence: Introduction given — N/A if no transfer

## K. Accuracy & CMS
- [K1] CMS fields match conversation (weight 5) — evidence: Extraction vs CMS
- [K2] Notes neutral and minimal (weight 2) — evidence: No opinions
- [K3] Correct terminology (مباشر، بلاغ، تقدير ذاتي) (weight 2) — evidence: Terms used

## Scoring bands
- 90–100: Exemplary — share as best practice.
- 80–89: Meets standard — routine feedback.
- 70–79: Needs improvement — coaching within 5 working days.
- 60–69: Below standard — coaching plan and re-evaluation of 5 calls.
- < 60 or any Critical miss: Unsatisfactory — Team Leader review, refresher training within 10 days.

## Calibration
- QA reviewers calibrate weekly on 5 shared calls; inter-rater variance must stay within ±5 points.
- AI scores are compared to human scores on a 10% sample; variance above ±8 points triggers prompt and rubric review.

## Coaching guidance
- Lead coaching with strengths, then the top two improvement items by weight.
- Use the exact transcript quote as the coaching example and model the ideal phrase in Saudi dialect.
- Agree one measurable behaviour change and re-check on the next 5 calls.

## Sentiment and customer effort
- Record caller sentiment at start and end of call (−1 to +1).
- Flag calls where sentiment drops by more than 0.4 or ends negative.
- Customer effort indicators: repeated requests, long waits mentioned, 'طوّلت', 'كم مرة اتصلت', threats to complain to SAMA.

4 · Regulations & compliance

NJM-CMP-REG-007 · Regulations & compliance v2.4 (seeded)

# Regulations & Compliance Framework for Najm Contact-Centre Operations
NJM-CMP-REG-007 · Version 2.4 · Effective 01 Jul 2026

This document summarises the regulatory, legal and internal compliance obligations that govern Najm contact-centre interactions. It is an operational reference for representatives, QA reviewers and the Conversation Intelligence platform. It is not legal advice; where a conflict exists, the official regulation text prevails.
Each obligation is mapped to a control and to the SOP step or checklist item that evidences it, so that every call can be audited end-to-end.

## 1. Regulatory landscape
- Saudi Central Bank (SAMA): supervises insurance and insurance-related service providers, including consumer protection principles, complaint handling and outsourcing.
- Insurance Authority (IA): oversees motor insurance market conduct and the unified compulsory motor insurance policy.
- General Department of Traffic (Muroor): traffic law, accident regulations and coordination with Najm on accident scene management.
- Saudi Data & AI Authority (SDAIA) / National Data Management Office: Personal Data Protection Law (PDPL) and its implementing regulations.
- Communications, Space & Technology Commission (CST): call recording and telecommunications consumer rights.
- Najm internal policies: Code of Conduct, Information Security Policy, Records Retention Policy, AI Governance Policy.

## 2. Consumer protection principles
- Fair treatment: customers must be treated fairly, honestly and professionally at every stage of the relationship. Control: neutral, respectful language; no fault assignment by representatives (Checklist D12, I3).
- Disclosure and transparency: customers must receive clear, accurate information, including timeframes. Control: ETA stated as a range; transparent explanation if unavailable (Checklist E5, E6, F5).
- Protection against fraud and misuse: identity must be verified before disclosing report information (Checklist C3).
- Complaints handling: every complaint must be logged, acknowledged, given a reference and SLA, and customers informed of their right to escalate to SAMA (Checklist G3–G5).
- Vulnerable customers: elderly, injured, distressed or non-Arabic-speaking customers must receive additional support, including language assistance and call-back offers.

## 3. Motor accident regulations
- Accident reporting: drivers involved in a traffic accident must report it to Najm (in Najm-covered cities) or Muroor. Representatives must not discourage reporting.
- Injuries and fatalities: any injury requires Red Crescent (997) notification; fatalities and serious injuries are handled by Muroor. Najm representatives must route immediately (SOP Step 4, Checklist B1–B2).
- Moving vehicles: vehicles may be moved from the travel lane in minor, injury-free accidents to reduce secondary collisions, after documentation (SOP Step 5).
- Liability determination: liability percentages are determined by the authorised surveyor or Muroor officer using the approved liability tables, not by contact-centre staff. Representatives must not speculate about fault or percentages.
- Self-Report: minor accidents meeting eligibility criteria can be reported via the Najm app with mutual agreement; it must be presented as optional.

## 4. Personal Data Protection Law (PDPL)
- Lawful basis: personal data is processed to perform the accident-reporting service and to comply with legal obligations.
- Data minimisation: collect only what is necessary. Representatives confirm only the last 4 digits of ID/Iqama verbally (Checklist C5).
- Purpose limitation: data collected for accident reporting must not be used for marketing without consent.
- Data subject rights: callers may request access, correction or deletion; route such requests to the Data Protection Office within 2 working days.
- Sensitive data: health information (injuries) is sensitive; record only what is necessary for safety and the report.
- Cross-border transfer: call recordings and transcripts must remain in KSA-hosted infrastructure unless an approved transfer mechanism exists.
- Breach notification: suspected data breaches must be reported to the Information Security team immediately; regulatory notification within 72 hours where required.

## 5. Call recording and monitoring
- The IVR announces that calls are recorded for quality and training. Representatives must confirm this if asked.
- Recordings and transcripts are used for quality assurance, dispute resolution, training and regulatory audit only.
- Access to recordings is role-based and logged.

## 6. Records retention
- Call recordings: 24 months. Transcripts and AI analyses: 24 months. Complaint tickets: 5 years after closure. Accident reports: per Najm records policy and regulatory requirements.
- Legal hold overrides retention schedules for any call under dispute or investigation.

## 7. Anti-fraud obligations
- Representatives must record red flags neutrally: inconsistent descriptions, reluctance to share plates, pressure to avoid surveyor, mismatched caller identity, repeated reports from the same mobile number.
- Representatives must never accuse a caller of fraud; flags are routed to the Fraud Investigation Unit through CMS.

## 8. AI governance for Conversation Intelligence
- Human accountability: AI-generated transcripts, sentiment and QA scores are decision support; coaching actions and disciplinary outcomes require human review.
- Transparency: QA reports must indicate that scores are AI-assisted and show evidence quotes.
- Accuracy and bias: speaker diarisation and dialect transcription quality are monitored monthly; models are evaluated across Saudi dialects (Najdi, Hijazi, Eastern, Southern) and gender to avoid bias.
- Data use: recordings must not be used to train external models without approval under the AI Governance Policy and PDPL.
- Explainability: each SOP and checklist determination must cite transcript evidence.

## 9. Service level obligations
- Average speed of answer ≤ 20s; abandonment rate ≤ 5%; surveyor dispatch ≤ 2 minutes after report creation; complaint acknowledgment ≤ 24h; complaint resolution ≤ 5 working days.
- SLA breaches must be explained to the caller transparently and logged.

## 10. Conduct and ethics
- No gifts, inducements or private arrangements with callers, workshops or surveyors.
- Conflicts of interest (e.g. the caller is a relative) must be declared and the call transferred.
- Respectful, non-discriminatory service regardless of nationality, gender, age or religion.

## 11. Compliance monitoring and breaches
- Monitoring: 100% of calls are analysed by Conversation Intelligence; 5% are reviewed by human QA.
- Breach categories: Critical (safety, data protection, fault assignment), Major (missing dispatch/ETA transparency, complaint not logged), Minor (greeting, closing, soft skills).
- Consequences: Critical breaches are escalated to the Compliance Officer within 24 hours. Repeated Major breaches trigger a formal performance plan.

## 12. Control mapping summary
- Safety → SOP 4–5 → Checklist B1–B5. Identity & PDPL → SOP 6 → C1–C6. Transparency → SOP 13–15 → E5, E6, F3–F5. Fault neutrality → SOP 10, Section 12 → D12. Complaints → SOP 16–17 → G1–G5. Recording & retention → Sections 5–6 → K1–K2. AI governance → Section 8 → all AI-assisted QA reports.

Reference library

Seeded · used in every analysis

Standard Operating Procedure

NJM-CC-SOP-014 · Inbound accident reporting

PDF · 10 pages

QA checklist

NJM-QA-CHK-009 · 67 weighted items

PDF · 8 pages

Regulations & compliance

NJM-CMP-REG-007 · SAMA, PDPL, Muroor, AI governance

PDF · 8 pages

Recent calls

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