Dealership call tracking and conversation intelligence

What to check before you decide

For coaching, ask how scoring works. What does the system look for: a greeting, a name, an appointment offer, a next step?

Can you change the criteria? Who checks a sample of scored calls against a human judgment?

A score that nobody trusts will not change behavior. Look at how managers get the results.

A weekly list of the five calls to listen to beats a dashboard.

For missed opportunities, ask about alerts. Can the system flag an unanswered call or a caller who asked for an appointment and did not get one, soon enough for someone to call back? Check what happens to calls to the service department, which are often the largest source of lost revenue.

Recording has legal weight. Most states allow recording with one party's consent, and about eleven require all parties' consent.

When calls cross state lines, the stricter rule usually applies. Ask how the product announces recording and handles a caller who objects, and how long recordings are kept.

Measure with outcomes: appointments set from calls, answer rate by hour and calls recovered after a miss. Run a trial on your phones, not a demo.

Plan how managers will use the output before buying, because call scoring that produces a long list nobody reads changes nothing, while a short weekly routine, such as listening to five flagged calls with each advisor and agreeing on one thing to change, builds the habit that makes the software worth paying for and gives your people feedback they can trust.

Ask what the vendor does with the recordings and transcripts it holds, including how long it keeps them, whether it trains models on them and how a customer's deletion request reaches its servers.