Call detail

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Unassigned · inbound

Aug 10, 2026 3:09 PM EDT · 1:38 · Dallas Hiram · Ext — · Imported · answered

+1770555imported → +17707637179

Yellow · fine-tuneImport calls

Recording

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Transcript

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Manager follow-up

open · normal priority

Start the call with a proper greeting: 'Hello, may I speak with Ms. Wilma?' to personalize the interaction. · Introduce yourself clearly: 'Hi, this is Wyatt from Chloe's Auto Repair & Tire. Is now a good time to discuss your vehicle?' to establish credibility. · Before discussing the repairs, reassure the customer about the overall condition of their vehicle, mentioning any positive findings from the inspection.

Rubric score

60

Outbound DVI / Estimate

Classified as DVI / estimate (90%) — The conversation involves discussing a quote for tire installation and approval of services, indicating it is related to inspection findings and repair recommendations.

importedDVI / estimate

Rubric breakdown

SERVICE ADVISOR0/100 · 12%

No proper greeting or introduction was provided.

> "Hello, may I speak with **Mr./Ms. (Customer Name)**?"0/100 · 12%

Failed to ask for the customer's name at the beginning.

> "Hi, this is **(Your Name)** from Chloe's Auto Repair & Tire. Is now a good time to go over the results of your vehicle inspection?"0/100 · 12%

Did not introduce himself or confirm if it was a good time to talk.

> "Absolutely, I understand. What would be a better time for me to call you back today?"0/100 · 12%

Did not offer to call back if the customer was unavailable.

> "Great! Our ASE Certified Technician, **(Technician Name),** and I have completed a thorough inspection of your vehicle, including a Digital Vehicle Inspection with photos and videos."0/100 · 12%

Did not mention the technician or the Digital Vehicle Inspection.

> "We inspected the concern you brought your vehicle in for, and I'd like to go over what we found."0/100 · 12%

Did not reference the inspection findings clearly.

Before discussing the repair, reassure the customer.0/100 · 16%

Did not reassure the customer about the vehicle's condition before discussing repairs.

Summary & coaching

The Service Advisor, Wyatt, demonstrated some knowledge of the services but failed to follow the training script effectively. Key elements such as greeting, building credibility, and reassuring the customer were missing, which impacted the overall customer experience.

  • Start the call with a proper greeting: 'Hello, may I speak with Ms. Wilma?' to personalize the interaction.
  • Introduce yourself clearly: 'Hi, this is Wyatt from Chloe's Auto Repair & Tire. Is now a good time to discuss your vehicle?' to establish credibility.
  • Before discussing the repairs, reassure the customer about the overall condition of their vehicle, mentioning any positive findings from the inspection.
  • Clearly explain the details of the services and the rationale behind them, using simple language to ensure understanding.
  • When discussing optional services like road hazard protection, frame it positively and explain the benefits before asking if they want to remove it.

Call flow timeline

  1. 3:09:14

    answer

    inbound call captured (imported recording/transcript)