Challenge
What was slowing the business down?
Managers could review only a handful of calls each week. Missed callbacks, repeat callers and coaching needs were found late, usually after a customer complained.
Built for East End Installers
Call Recording Analytics and Agent Coaching
Automatic transcription, grading and reporting for a home improvement company's service and sales calls.
Solution
What we built or automated
- Ingestion of every call recording from the phone system, with transcription and enrichment
- Grading of service-line answering against a clear rubric, plus AI coaching notes on live conversations
- Weekly scoreboards and manager PDFs, with Discord updates during the week
- Callback monitor that checks missed calls and voicemails against call activity and reminds staff
- Weekly repeat-caller audit that traces each caller's history and delivers a verified report to management
Outcomes
Business impact
- Every gradable call is reviewed, not a small sample
- Managers get coaching points and scoreboards without listening to hours of recordings
- Missed callbacks are caught while the customer is still waiting
Tools
Tech stack
Call quality management that covers every call, with the results delivered to managers on a fixed schedule.
Free, no-obligation call
Want results like these?
Walk us through it on a 30-minute call. We’ll suggest what to tackle first, then send a written proposal with a price.
We will cover
- What your staff spend the most hours on
- Which of those jobs we could take on or automate
- Where we’d suggest starting
Prefer email? Write to contact@silvertonguecontracting.com