Call recording and scoring for diesel shops Know which calls went sideways.
Every call on MetaFleet's built-in phone lines is recorded, transcribed, summarized and scored after it ends. The ones that went sideways are flagged for you.
- Highline Freight · driver7:42 AM · 3:12
Flat on a trailer at the yard. Tech booked for 10 AM.
- Cortez Aggregates8:15 AM · 5:48
Loader down on site. Caller upset about a late tech last week.
Flagged for review - Sunbelt Produce Lines9:03 AM · 2:05
Reefer unit PM moved to Thursday.
- New caller9:37 AM · 4:21
Asked for a quote on a DOT annual inspection.
Every call on record
What the caller said about the truck, the problem and where they are stays on record for whoever picks up the job next.
- A recording and a full transcript
- A short summary of what the customer needed
- No more relying on memory or sticky notes
Driver stopped on the I-8 westbound shoulder past mile 42 with a coolant leak on a 2019 Freightliner, unit 88. Needs a tech on site; driver is safe off the road.
Ten scores on every call
Eight scores cover how the call was handled, from helpfulness to how it was closed. Two cover the caller, so you can tell a tough call from a rough answer.
- Helpfulness, politeness, response time and resolution
- Empathy, clarity, closing and customer satisfaction
- Caller clarity and caller behavior
Coach from real calls
Each call comes with suggestions for next time, like giving a stranded driver an ETA window before hanging up. Open a few of one person's calls and coach from real examples, not guesswork.
- Suggestions on every call
- Who answered, and how they handled it
- Calls that went sideways flagged for review
- Give the driver an ETA window before ending the call.
- Confirm the direction of travel along with the mile marker.
- When no tech is free right away, offer the next open slot instead of a callback.
Coming in Q4: a phone system that dispatches, filling in the caller, the vehicle and the complaint while the call is still going.
Call analysis questions shops ask
Does it work with our existing phone system?+
Call analysis runs on MetaFleet's built-in phone system, which includes a phone menu, extensions, call groups, hold and outbound calling. Calls on those lines are recorded, transcribed and scored. Calls on an outside phone system aren't analyzed, so we'll talk through your phone setup during onboarding.
Does it analyze calls in real time?+
No. The analysis runs after the call ends. The recording, transcript, summary and scores then show up in your call log, so you can review calls whenever you have a minute.
What does each call score cover?+
Eight scores cover how the call was handled: helpfulness, politeness, response time, issue resolution, empathy, clarity, how the call was closed and customer satisfaction. Two cover the caller: how clearly they described the problem and how they behaved. You also get a written summary and suggestions for next time.
Can it catch calls with angry or frustrated customers?+
The scores include empathy and customer satisfaction, and calls that need a closer look are marked Flagged for Review. A manager can listen back and follow up with the customer.
Can we review how individual team members handle calls?+
Yes. The call log shows who answered each call, and each call's scores show how they handled it. Open a few of one person's calls and coach from real examples.
See a call scored.
We'll walk you through a call in MetaFleet: the recording, the transcript, the summary, the 10 scores and the coaching suggestions.
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