Score every call at every location the same way, and give managers clear coaching priorities and compliance flags.
Compass by Chordia scores every customer call across your tire and auto service locations for quality and compliance, so managers can see how each store performs and what to coach.
A 130-location automotive services chain started with one pilot store. The manager used Compass to find the calls worth coaching on, and 30 days later the store had gone from 6th to 1st in its district, with monthly sales up 20% on the same staff and inventory. The chain has since rolled Compass out to every location.
Most auto service networks score a handful of calls per advisor per month. The rest goes unreviewed. Managers coach from memory. Patterns that compound across thousands of calls, phrasing that converts a quote into a booked appointment, hesitation on a product recommendation, and a compliance disclosure skipped, never surface.
Compass closes the gap by scoring 100% of conversations against the same scorecard at every location. Managers see what each store does well, where it lags, and which specific practices to coach next.
Every inbound and outbound customer call is captured, transcribed, and scored against your network's standard. The output is not a dashboard of averages. It is a structured record of what happened in each conversation, with quotes and timestamps, rolled up by store, district, and region.
Call scoring built for how tire and auto service actually sells. Not a generic contact center scorecard retrofitted to automotive. The scoring framework reflects the moments that move the numbers in your service locations:
A store manager has a team to coach and no time to sit through recordings. Each week, Compass pulls out the few calls worth talking about: an advisor who quoted a price before asking what was wrong with the car, a customer who mentioned a second problem that never got booked, a call that ended with “let us know if you want to come in.” The manager opens the call, hears the moment, and takes it to the next huddle.
Advisors get the same call, with the transcript next to the audio, so the conversation starts from what was actually said.
District managers see every store scored the same way, so when one location pulls ahead, they can see why.
A customer calling a franchise location expects the same experience as at any other store with that name. Corporate can't listen to calls at every franchise, and a franchisee has no way to see how their store compares.
Corporate sees which stores are slipping on call quality or compliance. When the same problem shows up at several stores, Compass reports it as one finding, with the calls behind it, the cause, and who should act on it. Franchisees see their own store's calls and scores, plus the few worth coaching on. Every score links back to the call itself.
Sales Technology Manager, 130-location automotive services chain
Compliance in auto service is not an afterthought. Required disclosures, estimate approvals, warranty terms, and promises made on the phone all need to be verifiable after the fact. Compass flags compliance gaps automatically and surfaces the exact moment in the call where the gap occurred.
No sampling. Every call checked. When an audit or a customer dispute shows up, the evidence is already structured and searchable.
Compass works with the telephony and recording platforms you already use. No rip and replace. Calls flow in, scoring runs automatically, managers access results through a workflow built for their day. Integrations with common contact center and store management systems are available; new integrations are quick to add.
How is Compass different from call tracking?
Call tracking tells you a call happened and where it came from. Compass tells you what was said on the call, how it was handled, and which calls are worth coaching on.
How is scoring every call different from mystery shopping or spot checks?
Mystery shoppers and spot checks show you a few calls, and the rest go unreviewed. Compass scores every call against the same scorecard, so you can compare stores and find patterns a sample would miss.
Can we use our own scorecard?
Yes. Compass can score against your playbook, or you can use Compass’s dynamic scorecard.
What compliance issues can Compass flag?
It checks calls for things like required disclosures, estimate approvals, and warranty terms, and shows the moment in the call where something was missing.
Which phone and recording systems does Compass work with?
Compass connects to CCaaS, VoIP, CRM, email, and video conferencing systems. See all existing integrations.
How do we get started?
Most chains start with a pilot at one store, the way the chain in the case study did, and expand once they've seen the results. Learn how a Compass pilot works.
What results can we expect?
In the pilot store, monthly sales rose 20% within 30 days. Results vary by location and depend on how managers use Compass.
