Call detail

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Unassigned · inbound

Aug 10, 2026 3:09 PM EDT · 1:07 · Dallas Hiram · Ext — · Imported · answered

+1770555imported → +17707637179

Red · coach nowImport calls

Recording

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Transcript

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Manager follow-up

open · high priority

Start the call with a proper greeting: 'Hello, may I speak with Ms. Walma?' to personalize the interaction. · Introduce yourself clearly: 'Hi, this is Janay from Chloe's Auto Repair & Tire. Is now a good time to discuss your vehicle?' · When transferring the call, provide context to the next advisor: 'I'm transferring you to Wyatt, who can assist you with your quote for the tires.'

Rubric score

20

Outbound DVI / Estimate

Classified as DVI / estimate (90%) — The service advisor (Janay) is discussing a quote and the need for approval, indicating a repair estimate context.

importedDVI / estimateunhappy customer

Rubric breakdown

SERVICE ADVISOR0/100 · 12%

No proper greeting or identification was made.

Greeting Customer by Name0/100 · 12%

Did not greet the customer by name.

Identifying Yourself0/100 · 12%

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

Document Callback Time0/100 · 12%

No documentation of customer needs or callback.

Building Credibility0/100 · 12%

Failed to build credibility before transferring the call.

Reassuring Customer0/100 · 16%

Did not reassure the customer about their inquiry.

Summary & coaching

The Service Advisor failed to follow the required greeting and identification steps, did not build credibility or confidence, and did not address the customer's inquiry effectively. The call was handed off without proper context or reassurance.

  • Start the call with a proper greeting: 'Hello, may I speak with Ms. Walma?' to personalize the interaction.
  • Introduce yourself clearly: 'Hi, this is Janay from Chloe's Auto Repair & Tire. Is now a good time to discuss your vehicle?'
  • When transferring the call, provide context to the next advisor: 'I'm transferring you to Wyatt, who can assist you with your quote for the tires.'
  • Reassure the customer about their inquiry regarding the road wear insurance before transferring: 'I understand you have questions about the road wear insurance; let me connect you with Wyatt who can clarify that for you.'
  • Ensure to document any callback requests or customer inquiries for follow-up.
  • Use a friendly and professional tone throughout the call to enhance customer experience.

Call flow timeline

  1. 3:09:30

    answer

    inbound call captured (imported recording/transcript)