How to Turn Call Recordings Into Coaching, Conversions, and Customers [THA 505]

What if the phone is ringing, but your team is unknowingly turning customers away?

David Boyd, owner of Call Inbound, and Rich Oppitz, Director of Operations at Telle Tire, overseeing 95 stores, explore how call recording and AI analysis can uncover missed opportunities at the service counter and turn everyday customer conversations into powerful coaching moments.

The challenge isn’t always getting the phone to ring. It’s understanding what happens after someone answers it.

Rich shares how Telle Tire discovered that service advisors weren’t intentionally turning business away, but their language sometimes communicated “no” without actually saying the word. By establishing clear expectations, analyzing calls, and consistently coaching the team, their appointment capture score improved from approximately 58% to 72% in just three to four months. 

What You’ll Learn

Why a car count problem may actually be a call conversion problem
How service advisors can unintentionally communicate “no” by focusing on what the shop can’t do
Why communicating what you CAN do can change the customer conversation
How AI analysis can uncover coaching opportunities across thousands of calls
Why expectations need to be established before calls are graded
How “Champion Calls” and “Coachable Calls” create continuous learning
Why call reviews should be positioned as coaching, not punishment
How self-assessment can help service advisors recognize their own opportunities for improvement
Why empathy, courtesy, personalization, patience, tone, and follow-up matter to the customer experience
How a focused call review can become a valuable coaching conversation in only 5 to 7 minutes 

Don’t just record the call. Learn from it.

Call recordings give shop leaders the opportunity to replace assumptions with actual conversations. When those conversations become part of consistent coaching, the goal isn’t to catch someone doing something wrong. It’s to help the team communicate better, ask for the appointment, improve the customer experience, and convert more of the opportunities already coming into the shop.

Before spending more money making the phone ring, listen to what happens when it does.

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