PR-2034 · Live

Call Guard

When a customer call wraps up, Call Guard has already reviewed it. It checks the call against the steps the Office Manager expects on every call, reads the customer's tone, and watches for the words and topics they have flagged. Any call that misses a step or leaves a customer unhappy shows up on their dashboard the same day. They can leave a coaching note on it, flag it for follow-up, or escalate it, and Call Guard keeps track until it is handled. Every CSR's calls roll up into a single weekly view they can coach from.

Built for

Office Manager

the person it works for

Processes

Call

one unit of work

Priced

24 rivets

per call

Returns

4 min

back to the office manager

4 min × $18/hr

$1.20

Returned Each Run

The promise

The Office Manager can get to work with every call already screened. The few calls that need their attention are flagged and waiting. Issues surface the same day that they happen, and the coaching they give is grounded in what was actually said. Their notes, their follow-ups, and the weekly picture of each CSR are all in one place, without needing to track several spreadsheets or scrub through every call.

How it works

The path from input to value.

The call finishes

When a call ends, Call Guard picks it up automatically from a connected phone or field service system. With no system connected, the manager uploads the audio from the dashboard.

Call Guard checks it

It checks the call against the manager's checklist, reads the customer's sentiment, and scans for banned words and topics.

The calls that matter get flagged

Every call lands on the dashboard. The ones that miss a step, leave a customer unhappy, or hit a flagged term are marked, and the manager is notified the same day.

The manager acts on it

They leave a coaching mark, write a note, escalate the call, or open a follow-up, and Call Guard tracks the follow-up until it is resolved.

The week rolls up

Each CSR's adherence, sentiment, and flags gather into a weekly view the manager coaches from.

The day before. The day after.

Same moments. Lived differently.

Before

After

The Office Manager pulls three call recordings from last week and scrubs through them. They find a missed address confirmation and an off-script close. The calls are four days old.
8:00 AM
They open the dashboard. Yesterday's calls are already screened. Three are flagged: one low-sentiment call and two that missed the address step. They review them before the huddle.
8:00 AM
Before
The Office Manager pulls three call recordings from last week and scrubs through them. They find a missed address confirmation and an off-script close. The calls are four days old.
After
They open the dashboard. Yesterday's calls are already screened. Three are flagged: one low-sentiment call and two that missed the address step. They review them before the huddle.
A customer calls to complain that a CSR quoted the wrong price yesterday. They have no record of the call and cannot tell what was actually said.
1:00 PM
The complaint comes in. They open the call record, read the transcript, see the sentiment dip at the price discussion, and know in seconds what happened.
1:00 PM
Before
A customer calls to complain that a CSR quoted the wrong price yesterday. They have no record of the call and cannot tell what was actually said.
After
The complaint comes in. They open the call record, read the transcript, see the sentiment dip at the price discussion, and know in seconds what happened.
They want to coach a newer CSR but only have two sampled calls and their own memory to go on. They jot a note to follow up and move on to the bounced renewals.
3:30 PM
They open the newer CSR's weekly view. Adherence and sentiment are right there. They leave a coaching mark on the two flagged calls and open a follow-up.
3:30 PM
Before
They want to coach a newer CSR but only have two sampled calls and their own memory to go on. They jot a note to follow up and move on to the bounced renewals.
After
They open the newer CSR's weekly view. Adherence and sentiment are right there. They leave a coaching mark on the two flagged calls and open a follow-up.
The coaching conversation happens, but it leans on impressions. The follow-up note gets lost in the shuffle by Thursday.
4:30 PM
The coaching conversation starts from the week's real calls. The follow-up is tracked in the dashboard and shows resolved once it is handled.
4:30 PM
Before
The coaching conversation happens, but it leans on impressions. The follow-up note gets lost in the shuffle by Thursday.
After
The coaching conversation starts from the week's real calls. The follow-up is tracked in the dashboard and shows resolved once it is handled.

What it doesn’t do

The edges we drew on purpose.

A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.

×Reviews calls after they end, not live while they are happening.
×Plays no audio in the dashboard at launch; the transcript and call details are there to read.
×Handles English transcripts at launch.
×Generates no automatic coaching plans; the manager decides what each flagged call needs.