Case Study: National Car Service Company achieves 25% appointment increase at lowest-performing locations with Marchex Agent Script Tracking

How a national franchise boosted appointments 25% across its lowest-performing locations with Agent Script Tracking

National Car Service Company, a national franchise that depends heavily on inbound phone calls to set service appointments, struggled with low appointment rates at its weakest locations. To address this, the company implemented Marchex’s Agent Script Tracking within Marchex Call Analytics Conversation Edition to automatically score and monitor agent adherence to scripted call behaviors across more than 800 stores.

Marchex delivered store-level scorecards and dashboards that highlighted specific call-handling gaps and guided coaching; the bottom 25 stores raised their appointment-setting rate from 8% to 10% (a 25% increase) and improved average AST scores from 33 to 40, while overall script adherence and call handling improved companywide. Marchex’s analysis also showed that a 1-point appointment-rate lift across a 1,000-store brand could yield roughly 24,000 additional appointments per year—an estimated $3M in extra sales (Marchex Institute estimate).