FOR THE OFFICE MANAGER
Call Guard
Post-call QA dashboard that screens every call.
The Office Manager can get to work with every call already screened. The few calls that need their attention are flagged and waiting.
- Time back
- 4 min
- per call
- Cost
- 12¢
- 24 Rivets per call
How it works.
5 steps, and your team only touches the ones that need a person.
- 1.
The call finishes
When a call ends, Call Guard picks it up automatically from a connected phone or field service system. With no system connected, the manager uploads the audio from the dashboard.
- 2.
Call Guard checks it
It checks the call against the manager's checklist, reads the customer's sentiment, and scans for banned words and topics.
- 3.
The calls that matter get flagged
Every call lands on the dashboard. The ones that miss a step, leave a customer unhappy, or hit a flagged term are marked, and the manager is notified the same day.
- 4.
The manager acts on it
They leave a coaching mark, write a note, escalate the call, or open a follow-up, and Call Guard tracks the follow-up until it is resolved.
- 5.
The week rolls up
Each CSR's adherence, sentiment, and flags gather into a weekly view the manager coaches from.
Try it.
A small working model of Call Guard. Nothing here touches a real customer.
Build a manager's checklist, then see how one recorded call scores against it, line by line.
A day for the Office Manager.
- 8:00 AM
The Office Manager pulls three call recordings from last week and scrubs through them. They find a missed address confirmation and an off-script close. The calls are four days old.
- 1:00 PM
A customer calls to complain that a CSR quoted the wrong price yesterday. They have no record of the call and cannot tell what was actually said.
- 3:30 PM
They want to coach a newer CSR but only have two sampled calls and their own memory to go on. They jot a note to follow up and move on to the bounced renewals.
- 4:30 PM
The coaching conversation happens, but it leans on impressions. The follow-up note gets lost in the shuffle by Thursday.
- 8:00 AM
They open the dashboard. Yesterday's calls are already screened. Three are flagged: one low-sentiment call and two that missed the address step. They review them before the huddle.
- 1:00 PM
The complaint comes in. They open the call record, read the transcript, see the sentiment dip at the price discussion, and know in seconds what happened.
- 3:30 PM
They open the newer CSR's weekly view. Adherence and sentiment are right there. They leave a coaching mark on the two flagged calls and open a follow-up.
- 4:30 PM
The coaching conversation starts from the week's real calls. The follow-up is tracked in the dashboard and shows resolved once it is handled.
What it won't do.
So nobody's surprised later.
- Reviews calls after they end, not live while they are happening.
- Plays no audio in the dashboard at launch; the transcript and call details are there to read.
- Handles English transcripts at launch.
- Generates no automatic coaching plans; the manager decides what each flagged call needs.
- About 220,000 calls a month analyzed across 31 shops
- 139 shops use Graphite Lab tools
- 108 ServiceTitan data types synced, including for multi-location operators
- 66 to 93 mobile PageSpeed, from a contractor's old site to the preview we built in under 10 days
Let’s talk about your shop.
No slide deck. Tell us how your team runs today and we'll show you what we'd build first. If it's a fit, we send you a quote.
