Case Study: Leading Automotive Dealership Management Software Company achieves major call center performance gains and $23K savings with Tethr

How a leading automotive DMS (Dealership Management Software) technology solution uses Tethr to go beyond traditional QA methods to improve call center performance

Leading Automotive Dealership Management Software Company engaged Tethr to automate and improve its call center quality assurance and overall performance. After ingesting call data into Tethr, the customer used Tethr’s benchmarking and dashboarding to reveal gaps not covered by existing QA scorecards and set out to target those specific issues.

Using Tethr’s insights, leaders ran month-long focused sprints on high-priority behaviors (reducing “Powerless to Help” language, boosting Advocacy, and improving Expectation Setting). Within the first 90 days and three sprints they saw measurable gains: 28% reduction in Powerless to Help language, a 132% increase in Advocacy on difficult calls, and a 300% increase in Expectation Setting on unresolved calls. Tethr-driven changes also cut handle time on difficult calls by 5.8% (~32 seconds), saved about $0.54 per call, and delivered roughly $23,000 in savings in the first five months.