What We Do

Phone training and call coaching for every team that lives on the phone

12 ways C&M Coaching turns your calls into booked appointments and recovered revenue. Most clients combine two or three — mix and match to fit your team.

Our Services

One method, every phone-facing role

C&M Coaching is a call-quality coaching company that scores your team's real recorded calls against an objective rubric and coaches each rep one-on-one. The method is the same whether we're training a car salesperson, a BDC agent, a service advisor, a receptionist, or a collections rep — pull real calls, score them, and coach the person taking them.

Below are the specific programs we run. They all share the same DNA: real calls instead of roleplay, natural WordTracks instead of stiff scripts, and accountability through call scoring instead of a one-time seminar that fades by Friday.

Phone Sales Training

Inbound and outbound call coaching for any team that sells on the phone — turn more conversations into sales and appointments.

Automotive Phone Training

Convert more inbound and outbound calls into showroom visits and booked appointments with real-call coaching for your Sales team.

Service & Parts Phone Training

Book more service appointments and sell more parts — for dealership fixed ops and standalone service, repair, and quick-lube shops.

Powersports & Marine Phone Training

Phone training for motorcycle, ATV, UTV, personal watercraft, and boat dealers — win the fast, seasonal buying cycle on the phone.

BDC & Internet Lead Training

Speed-to-lead, follow-up cadence, and appointment-setting for your Business Development Center — the team that turns web leads and phone ups into shows.

Service Call Training

Help service advisors and service BDC agents book more appointments, capture declined work, and protect customer retention.

Collections Call Training

FDCPA-compliant, conversion-focused collections training for BHPH dealers, finance companies, and collection agencies. Recover payments and protect the relationship.

Internet Mystery Shops

A 72-hour test of how your team really handles a new inbound lead — by phone, email, and text — from the customer's perspective.

Quality Assurance & Call Monitoring

Every call scored against an objective rubric. QA and call monitoring that ground coaching in what actually happened on the phone — for any industry.

Receptionist & Phone Skills Training

Make sure the first voice every customer hears reflects the business you want to be. Greeting, transfer, and message-taking done right.

Call Recording & Scoring

Record, score, and review every call so coaching decisions are based on real data — not guesses. Scorecards, tracking, and trend reporting.

Industries We Serve

We primarily coach automotive, finance, and collections teams — but our call-quality method works for any business that lives on the phone.
Maggie Pugesek, C&M Coaching

Programs led by

Maggie Pugesek

30+ years in automotive, leading C&M Coaching's training design across Sales, BDC, Service, and Collections. About C&M Coaching

Questions

Frequently asked questions about our services

What services does C&M Coaching offer?
C&M Coaching offers phone training and call coaching across every phone-dependent role: automotive sales, BDC and internet-lead handling, service department calls, receptionist and front-desk phone skills training, FDCPA-compliant collections training, internet mystery shops, and quality-assurance call monitoring and scoring. Everything is built on the same method — we score your team's real recorded calls and coach each person one-on-one.
Do you only work with car dealerships?
No. Car dealerships are our primary focus, but our call-quality method works for any business whose revenue depends on the phone. We also coach finance companies, buy-here-pay-here operations, and collection agencies, and we have worked with retail businesses, doctor and dental offices, veterinarians, rental car companies, and healthcare teams. If your people are on the phone and need quality-assurance training, we can help.
What is the difference between phone training and call coaching?
Phone training teaches the skills — greeting, rapport, discovery, objection handling, and the appointment ask. Call coaching applies those skills to your team's actual calls: we score real recorded conversations against a rubric and give each rep personalized feedback on what to do differently next time. We deliver both together, because training without call-by-call accountability rarely sticks.
How do I choose which service is right for my team?
Start with where you're losing opportunities. If inbound calls aren't becoming appointments, start with automotive phone training. If web leads go cold, start with BDC and internet-lead training. If you're not sure, a free mystery shop shows you exactly where your process breaks — then we scope a program around it. Most clients combine two or three services.
Do you offer bilingual (English and Spanish) coaching?
Yes. We deliver coaching in both English and Spanish, provided by coaches who work in both languages every day. This is especially valuable for collections and finance teams managing diverse customer bases.

Call For A Free Evaluation

877-900-9461
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