Beyond the transcript, TripWorks scores and classifies every call — so you can measure your phone the way you measure your bookings, and coach your team from real examples instead of hunches.

You already measure your bookings — conversion, revenue, cancellations. Your phone has been the one channel you couldn't measure, because nobody had time to listen to and grade every call. TripWorks does exactly that, on every call, automatically: it classifies what the call was about, scores how satisfied the caller was, and writes down what could have gone better. Your phone becomes a measurable, coachable channel like everything else.

Call intent

Each call is tagged with its intent — what it was really about — so you can filter, count, and report on your calls the way you do your bookings. Intents include:

• Sale intent — the caller asked about pricing or availability, or signaled they want to book. These are your opportunities.
• Completed sale — a booking was made on the call.
• Booking change — a reschedule, cancellation, or change to an existing trip.
• Complaint — the caller raised a problem.
• Info — a general question.
• Voicemail / unanswered — no live conversation happened.
• Operations and other — everything else.

Suddenly the phone answers real questions: How many sale-intent calls did we get last weekend — and how many did we actually convert? How many complaints came in this month? How much of our volume is just people asking things the website should answer? Filter the Calls list by intent and the answers are right there.

CSAT score

Every call gets a CSAT (customer satisfaction) score, estimated from how the conversation actually went — the tone, whether the caller's need was resolved, and how it ended. It's the read you'd normally only get by mailing out a survey almost nobody fills in, except here it lands on every single call, consistently, with nothing to send.

That consistency is the point. Because the same yardstick is applied to every call, the scores are comparable: you can sort your worst calls to the top for follow-up, watch the trend over a busy season, and see whether a change you made actually improved how guests feel on the phone.

AI coaching & business tips

This is where it goes from measurement to improvement. TripWorks turns each call into a short, specific lesson — two audiences, two kinds of advice:

• Coaching tips speak to the agent: concrete, per-call suggestions for what to do differently next time — offer an alternative sooner, confirm the details back, slow down on the price.
• Business tips speak to you, the operator: patterns worth acting on that are bigger than any one agent — add a second morning departure, put availability on the website, clarify the weather policy.

Because it runs on every call, this is a quality-assurance program that used to require a dedicated person with headphones and a scorecard — now handled automatically, for the whole team, all the time. Together with sentiment and the questions callers ask, you get a complete picture: what the call was about, how it felt, what the guest wanted to know, and how to do it better.

Turn it into a routine

• Daily: skim new low-CSAT and complaint calls; follow up with anyone who left unhappy.
• Weekly: look at coaching tips across the team for recurring themes worth a quick huddle.
• Monthly: review business tips and intent counts to decide what to change about the product, the schedule, or the website.

Frequently asked questions

Related

• Sentiment & the moments that matter
• Browse & filter your calls