Call tracking and call scoring for hospitality

You can’t coach a call you never heard. So now you’ve heard all of them.

ApexOS transcribes every answered call, scores it against a checklist you write, and links it to the booking it produced. A month of calls becomes something you can coach from this week.

A booking call, live and then scoredCalls

A call on the Reservations queue. Megan Alvarez rings; her number matches a contact, so her card pops up with two past stays, including Cedar Lake Cabin last July, and no open quotes. Dana Brooks answers and the transcript streams live. Megan asks whether Cedar Lake Cabin is open July 12 to 19 for four people. A booking intent is spotted, with a one-click action: Book it and send quote. Dana’s manager, Priya Shah, types a coaching note that appears in Dana’s transcript: mention the new hot tub. Dana does, Megan says book it, and Dana clicks the action; the $2,840 reservation is booked and linked to the call. The call ends after 6 minutes 12 seconds. The AI summary shows the disposition New Reservation, sentiment Positive, converted $2,840, the linked reservation and a next step. About a minute later the AI score arrives: 94, from four checklist items each graded with a one-sentence reason. Greeting by name scores 50, because Dana used Megan’s name only in her second line; confirming the dates, mentioning the hot tub and asking for the booking each score 100.

Call scoring and coaching software for hospitality teams

Somebody should listen to these calls. Done.

Coaching, without the clipboard.

Write the checklist once: greet by name, confirm the dates, mention the hot tub, ask for the booking. AI grades every answered call against it, item by item, with a one-sentence reason.

  • Your checklist, weighted your way
  • Every answered call, graded
  • Coaching notes during the call

The Score templates screen. A template called Booking calls, marked AI graded, has four weighted checklist items: did the agent greet the caller by name, weight 10; confirm the dates, weight 25; mention the hot tub, weight 15; and ask for the booking, weight 30. Beside it, an answered call from Owen Pratt, taken by Dana Brooks, is graded about a minute after it ended, item by item, each with a one-sentence reason. Greeting, dates and asking for the booking score 100. The hot tub scores 0: it never came up, though the caller asked what the cabin has. The weighted total is 81. A message reads: one thing to coach on this call, the hot tub.

Somebody saw your ad and called. Now you know who.

Give each campaign or listing its own number. Bookings made on a call are linked to it, so you see which numbers brought calls that booked, and what those bookings were worth.

  • A tracking number per campaign
  • Bookings linked to the call
  • A dollar value on every booked call

A photo of a smiling woman on the phone by a window, a book open on her lap. Over it, her call comes in on the tracking number named Summer lake ads, and Jordan Hale answers. She books Cedar Lake Cabin for August 2 to 6, worth $1,960, and the booking is linked to the call and its number. Then the Campaign Conversions report for the last 30 days: Summer lake ads goes from 11 bookings worth $29,400 to 12 bookings worth $31,360, ahead of the listing site number and the local radio number. A note reads: Now you know which ad rang.

Someone hung up. It’s on the board.

The live board shows calls waiting, the longest wait, who’s available, conversion rate and abandon rate. Every call, missed ones too, gets a summary with an outcome and next steps.

  • Conversion and abandon rate, live
  • Missed calls summarized, not lost
  • Conversions per agent and per number

The live board. Six tiles: Active 2, In queue, Max wait today 2:41, Available 1 with 2 on call and 1 away, Conversion 31% up 4% on last week, and Abandon. Below, the live calls: Ben Carter, tagged lead, waiting in the Reservations queue; Ana Ruiz ringing; Megan Alvarez with Dana Brooks; and Ray Duncan, tagged owner, with Jordan Hale. Ben hangs up after waiting 2 minutes 41 seconds. His row leaves the board, In queue drops to 1 and Abandon rises from 4.1% to 5.2%. His call still gets an AI summary: abandoned, disposition Missed / Voicemail, sentiment Neutral, and the next step, call Ben back, since he is a new lead. It was never answered, so there is no transcript and no score.

What they said on the phone. Documented.

Guests say useful things on calls: the dog is coming again, it’s an anniversary, last time the site was too tight for the rig. The transcript stays with the call, the call sits in their thread, and your team saves what matters to their record.

  • A transcript with every answered call
  • Calls in the guest’s thread
  • Save what matters as a memory

A photo of a couple wrapped in a blanket on a beach at sunset, their camper van parked behind them and their dog lying in front. Over it, the transcript of an answered call from Rob Keller. He says they are bringing Juniper, their dog, again, and that last time site 14 was too tight for the rig. Sam Ortiz says she will put them on a pull-through site. The call is kept with its transcript, in the Kellers’ conversation. Then Sam saves two guest memories from the call, both marked Preference: travels with their dog, Juniper; and needs a roomy pull-through site, since site 14 was too tight for the rig. A note reads: Nobody has to ask twice.

Call intelligence features for vacation rentals, RV parks, hotels and marinas

Recorded, transcribed and graded. Politely.

Calls are transcribed from the moment an agent connects and kept with the call, next to the recording when you’ve switched recording on for the account or the queue.

Live transcripts

Call tracking and call intelligence FAQs

Reasonable questions.

What is call intelligence?

Call intelligence turns phone calls into something you can measure and coach from. In ApexOS that means answered calls transcribed and scored against your own checklist, a summary for every call, and bookings linked back to the call and number that produced them.

How do we know which marketing drove a phone booking?

Give each campaign or listing its own tracking number. Bookings made during a call are linked to that call, and the Campaign Conversions report shows which numbers produced them.

Do we have to tell callers their call is recorded?

It depends on where you and your callers are, since some states require everyone on the call to consent. Settle it with your own counsel. In ApexOS, recording stays off until you switch it on for the account or a queue, and the queue greeting is where a recording notice goes.

Will our staff feel like they are being monitored?

They’ll notice, so say so. Used badly, call scoring is surveillance. Used well, it’s the first time an agent gets specific feedback from their own calls instead of the two a manager overheard. Tell your team what the checklist measures, and coach with it. It protects good staff too, because a difficult call is on the record.

How is call intelligence different from a phone system?

The phone system is the line: numbers, call routes, queues, voicemail and the softphone your team answers on. Call intelligence is what happens to the calls on it: transcripts, scores, summaries and attribution. In ApexOS they run on the same system, so there’s nothing to connect.

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He’s calling about July. You’ll want the transcript.