In sales, the way you talk to a client can make or break the deal. Deviating from the script, poor product knowledge or weak communication skills result in lost leads before they ever had a chance.
For high-ticket items like cars, even one bad call can cost thousands. That’s why having a grip on your call quality is more than “nice to have” — it’s critical.
But in big companies, manually reviewing every call just doesn’t scale. That’s where AI steps in. And for Toyota’s Royal Cars dealership in Almaty, Kazakhstan, it was a game changer.
About the Company
Royal Cars is Toyota’s official dealership in Almaty, Kazakhstan. The company has been operating since 2014 and now has a team of 180 members. Among 2,500 Toyota dealerships worldwide, Royal Cars was ranked among the top 47.
The sales directions are new and used cars, service and trade-ins with all requests routed to a single contact center.
Challenge
The 12-person digital team is the first point of contact – managing calls, WhatsApp, Instagram messages and website leads.
The main goal of the department is to bring the customer into the showroom, where the sales reps can take over. To achieve this, the digital team needs to clearly explain the benefits, promote test drives and highlight special offers.
At first, the digital team leader could stay on top of quality checks by reviewing a handful of calls each month. But as the team grew and call volume went up, that became impossible. Soon, not even 20% of calls were getting reviewed — nowhere near enough to catch recurring issues or spot weak points in communication.
Hiring someone to review calls was too expensive. Plus, no one person could keep up or stay fully objective.
So the team needed a smarter way to understand what was happening on calls. It should be an instrument which could transcribe calls so the leader could review text instead of listening to each record in full.
Solution
Since the dealership was already using CallGear for phone systems, teaming up with them to build an AI-powered solution made perfect sense.
Off-the-shelf options on the market weren’t cutting it: some struggled to transcribe audio clearly, while others completely missed the important stuff in the conversation.
Over 3 months, the CallGear team built out a custom AI Call Assessment tool. During the pilot, four managers processed around 100 calls a day, all using the same sales script.
“We received clear setup instructions and had the tool running in 10–15 minutes. Any technical issues were quickly resolved by CallGear not later than by the next business day. The tool was super intuitive, and even when I was on vacation, my team could hop in and use it on their own.— Renata, Head of Digital, Royal Cars
Key features:
- Call transcription and summary
In just 20 seconds, the instrument generates a brief summary of the call. It is way faster to read conversations than to listen to them. - Script compliance tracking
It shows whether an agent stuck to the script — asking the right questions, gathering the right info, picking up on the client’s needs or if the operator is simply dropping the ball. - Call tagging
You can set up your own tags like “problem client”, “complaint”, or “strong language”. AI flags calls automatically so you can jump straight to the most important or unusual cases and respond in time.
Real Impact: How AI Call Assessment Helped Identify an Issue
Inbound calls are the dealership’s lifeblood. It turned out, one manager had been quietly turning away hot leads for over a year. While the operator seemed to be doing everything right, the AI flagged unusual patterns in the calls – going off script, missing key points and saying things that didn’t quite fit right.
A deeper dive revealed the problem: the manager didn’t fully understand how the company worked and was saying “no” to things like remote car purchases — even though the team could easily support them.
As a result, three high-intent clients walked away, each worth $10–15k. After a round of coaching didn’t help, management had to let the employee go.
Results:
- The call review time dropped 5x.
- AI assistant ceased the human factor: no more mistakes due to fatigue caused by a high flow of records.
- The platform made it possible to get a clear high-level score of each operator and jump straight to the moments in calls that matter.
- The operators showed better results. Error rates were cut in half, and managers followed the script 30% better.
- At least three deals (worth $10–15K each) were saved.
“AI Call Assessment is a game-changer for quality control in the call center. I can zoom in on problem calls, coach my team faster, and fix mistakes in a day — not a month.— Renata, Head of Digital, Royal Cars
