The earlier conversation
Gatestone sampled interactions by enquiry type, including repeat contacts and escalations. Reviews examined the accuracy of the answer, the next step promised to the customer and the information available to the advisor.
Why good call scores were not fixing repeat enquiries
Gatestone connected quality findings with coaching, guidance changes and operational owners for an automotive service network.
Client profileAutomotive service network
Service scopeBooking and repair-status support
Delivery modelManaged customer operations ↗
The challenge
A score without the full story
An automotive service network reviewed contact-team calls against a quality scorecard. Advisors met the checklist, yet customers still returned with questions about booking details, repair updates and unclear next steps.
Feedback reached individual advisors, while recurring problems in guidance and handoffs with local service locations remained unresolved. The network needed a quality process that connected what reviewers found to changes in the service itself.
Gatestone's work focused on identifying the cause behind the finding and keeping the resulting action open through follow-up.
Gatestone’s work
Looking at the information behind the answer
The available information
Regular calibration aligned reviewers on how those interactions were assessed. The review distinguished an advisor's skill gap from unclear knowledge, system limitations or a broken handoff.
The recurring cause
That distinction determined the action. Behaviour changes went into targeted coaching. Guidance and workflow issues followed a controlled update process. Each issue received an owner with responsibility for the relevant change.
How the work changed
Connecting the contact team with network owners
Quality and coaching
Gatestone managed quality sampling, reviewer calibration, coaching and the improvement action log. Its service lead connected recurring findings with training and daily delivery priorities.
Client decisions
The client retained service policy, local operating commitments and approval of changes to its systems or public guidance. Network owners handled issues requiring action at service locations.
These responsibilities connected call-review findings to the people able to address them. A booking or repair-status issue did not have to end with feedback to the advisor when its cause sat elsewhere in the network.
What changed
Following the action into subsequent enquiries
01The next enquiry
After an action was completed, the team revisited the affected enquiry type. Reviews checked for recurrence and examined whether customers received a clear result. Unresolved causes stayed in the improvement log.
02Recorded actions
The review forum considered completed actions and their effect, with a baseline for the recurring issue. Coaching delivery and document updates were visible, alongside evidence from later calls and case reviews.
03Service evidence
The network gained a quality process that linked assessment, ownership and follow-through. The scorecard remained part of that process, supported by a record of what action had been taken and what the next review showed.
Start the conversation