Mark Mentor scores your team's calls against your brand's playbook and shows exactly where to improve — without anyone listening to hours of recordings. One standard, every rep, every location.
Mark Mentor reviews each call after it's handled, grades it against the standards that matter for your brand, and turns it into coaching your managers can act on in seconds.
Every call is graded on objection handling, empathy, discovery, pricing framing, brand adherence, holds and dead air, and turn-taking — for one overall score that reflects how the call actually went.
See every rep ranked by average score, with a per-dimension breakdown and the one area to focus on for each person. Strong closers and reps who need help are obvious at a glance.
Open any call to see the coaching tip, what the rep did well, and the exact coachable moments — with the real quotes and a severity flag. No guessing what to bring to the one-on-one.
Whether a call booked is taken from the real job in your CRM — not inferred from what was said. The booking number on the scorecard matches the booking number on your board.
Wrong numbers, vendors, and out-of-area calls are kept out of the denominator, so the booking rate reflects real opportunities — and a missed bookable lead can't hide as a "not interested."
The rubric isn't a generic call-quality score. It's set to your jobs, your pricing conversation, and your membership pitch — so a great call by your standard scores like one.
A customer calls and one of your reps answers. The call is recorded in ServiceTitan the same way it already is today — nothing changes about how your team works.
After the call, Mark reviews the conversation against your rubric, scores all seven dimensions, pulls the real booking outcome from ServiceTitan, and writes a coaching tip with the specific moments to work on.
Scores roll up into the leaderboard and a recent-calls feed. A manager sees who's strong, who needs help, and the one thing to fix per rep — without listening to a single recording.
The leaderboard ranks every rep by average score and breaks down each dimension, so the gaps are obvious. A rep can book at a great rate and still have a clear thing to work on — and a rep with a decent score but a low book rate tells you something's off before it costs you jobs.
The "focus on" column does the manager's homework: it surfaces each rep's single weakest area, so every one-on-one starts with the one change that moves the number.
| Rep | Avg | Book | Focus on |
|---|---|---|---|
| 1Tanya | 8.7 | 75% | Holds |
| 2Carlos | 7.6 | 91% | Turn-taking |
| 3Maria | 6.7 | 45% | Objections |
| 4Derek | 6.7 | 33% | Pricing |
| 5Priya | 5.8 | 38% | Brand |
A great CSR is the difference between a booked job and a lost lead. Mentor makes that coachable across the whole network — without anyone living in the call recordings.
Managers get the score, the moments, and the fix — instead of spending their week scrubbing recordings.
One weak area per rep, named clearly, so coaching time goes to the change that actually converts more calls.
Every rep, at every franchise, is held to the same rubric — so quality doesn't depend on who's managing that office.
The warm lead nobody asked for the booking, the price stated apologetically — the misses that never show up on a report, surfaced.
Call-scoring tools exist. Here's what sets Mentor apart from the standalone options.
| Mark AIMark Mentor | Other call-coaching tools | |
|---|---|---|
| Built for your brand | ✓Tuned to your franchise's jobs, pricing, and membership plans | –Generic across trades, configured per customer |
| Part of your office system | ✓The same system books the call, runs campaigns, and manages memberships | –A standalone tool bolted on alongside the rest |
| Booking outcome | ✓Pulled straight from ServiceTitan, never guessed from the transcript | –Often inferred from what was said on the call |
| Coaching rubric | ✓Seven dimensions, including pricing framing and membership offers | –Usually general call-quality scoring |
| Pricing | ✓Transparent and tiered, set for the network | –Demo-and-quote, priced for enterprise |
| Who built it | ✓Built by an operator who runs a live franchise | –Built by software vendors |
We'll walk through the leaderboard, open a scored call end to end, and show how it would run across your locations.