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.

Cover your communication needs and revolutionize your auto repair business with AI-driven call analytics from InBound. https://callinbound.com/

David Boyd, CEO, Inbound, Listen to David’s previous episodes HERE

Rich Oppits, Director of Operations at Telle Tire, 95 stores

Thanks to our Partners: NAPA TRACS, Today’s Class, KUKUI, and Pit Crew Loyalty

NAPA TRACS will move your shop into the SMS fast lane with onsite training, six days a week of support, and local representation. http://napatracs.com/

Optimize training with Today’s Class: In just 5 minutes daily, boost knowledge retention and improve team performance. https://www.todaysclass.com/

Stop juggling multiple marketing tools. KUKUI’s integrated platform delivers 4x better website conversions, automated follow-up, and real-time ROI tracking. https://www.kukui.com/

You’re probably tired of chasing new customers who never return. Pit Crew Loyalty ends the one-and-done cycle, turning first visits into lasting, reliable revenue at https://www.pitcrewloyalty.com/