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NCM Event Conversations feat. Eric Glass from CallReview

Car Guy Coffee May 27, 2026 10 min

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About this episode

Eric Glass of CallReview joins the Car Guy Coffee crew at NCM’s client and friends event to talk about how dealerships can improve training, accountability, and performance without adding more complexity. He introduces the expanded Test Track Learning Lab, which combines AI role-play, course creation, certifications, and live call coaching recommendations. The conversation also covers real-time call monitoring, morning action reports, and case-study results showing fewer broken promises and more appointments. The big theme: using data and coaching to turn every call into a better outcome.

Topics: call coaching ai role-play learning management system real-time call monitoring dealer training appointment setting accountability morning reports call analytics ncm event

NCM Event Conversations feat. Eric Glass from CallReview

In this special Series NCM Event Conversations we grabbed a few of our favorite guest to talk about their experiences and whats happening in our Industry. In this interview Lou Ramirez and Fred Lennartz speak with Eric Glass from CallReview to discuss why the event’s intimate, education-focused setting helps dealers share best practices. Glass explains CallReview’s evolution from Test Track, an AI simulation role-play tool, into the Test Track Learning Lab with full LMS capabilities for courses, learning paths, and certifications, and how Call Coach listens to live calls to recommend training and simulations in real time.

NCM Fixed Ops Summit, an experience built for leaders ready to elevate performance, profitability, and the customer journey through modern systems and by utilizing AI-driven innovation.

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Hello and welcome to the CarGuy Coffee Podcast.

You are listening to the interbrews at the NCM client and friends event.

Enjoy these conversations.

Let's brew!

What's going on, Car Guys and Car Gals?

We're brewing solutions in Kansas City, having some fun,

and we are excited to be brewing with this guy from Core Review.

The one, the only, Eric Glass is in the building.

Welcome to the party, brother.

How we doing?

Doing great, my friend.

Excited to be here.

Excited to have some fun with you, brother.

You are a versatile individual.

We absolutely love spending some time with you,

getting to learn from you, seeing you on stage in the shark tank.

That was awesome.

You had a great presentation.

How much fun are you actually having at this event?

Be real.

Look, I love coming to all of the events to see just not only what the

dealers are doing and brewing up, but it's energizing, right?

We're a completely remote first company.

So, getting able to get out in the field and talk with people is fantastic.

But then being able to hang out with you guys and feed off your energy is awesome.

And we're learning a lot.

We learn so much of every one of these, right?

And this one, I think, is really cool because the dealers are,

it's different NADAs, an amazing conference, right?

But I feel like the dealers here are having much more intimate conversations

and they're really wanting to learn not only what the vendors are doing,

but best practices from their peers, how they're interacting,

how they're using the technology to be better in every way.

So, it's really been an amazing job.

I agree.

And I love that they did it in Kansas City because I think that even Lexington,

when we were in Lexington doing these clients and friends events,

what's so great is that you won't think of this town as a place that dealers are

going to come to, let's go party in that town, right?

They're here to think, to come get some education.

One thing that this is is the headquarters at NCM.

So, when dealers do come here, normally they're here to go to classes to get some education.

So, it's really awesome that that's what they're doing here,

but yet they're bringing the fun in it too, right?

And having things, you talked about learning things while you're here.

We've learned a lot of things with call review inside of our client base, right?

As working with our stores, we've been able to utilize y'all's tool

to be able to communicate better, be able to train better, right?

And you guys are just evolving that more and more and more.

And now you guys are coming out with tools that help.

And you talked about that during the Shark Tank.

Tools that are helping people be able to train better,

be able to communicate and practice and get some repetition in.

Tell people a little bit about that.

Yeah. So, it's actually funny you bring that up.

The press release literally just went out.

Oh, sweet. Perfect timing.

That's right.

Yeah, it was perfect timing.

It's like I signed up exactly what I knew.

Anyway, so we started with Test Track, right?

It was an AI simulation role-play tool.

So build the batting cage for your people.

We've evolved that over the last year.

This product's only been on the market for a year.

Now it is the Test Track Learning Lab.

So now not only is it Test Track, that AI simulation tool,

that's now been enhanced as a full LMS, right?

So now you have the ability to create courses,

create learning paths, create certifications,

bring that fun and that hope like you guys always talk about into the tool.

But then now what it's doing with the product that we've brought

into the actual call analytics like Call Coach,

is it's listening to the live calls and now in real time

making recommendations of courses and these AI simulations

you can go take in Test Track to continually get better.

So think about that.

You're a dealer, right?

And Recruit Track, like we talked about in Shark Tank,

you use Recruit Track.

You know where that's employees' strengths are.

You know where their weaknesses are before they set in the door.

Now they set down in the door.

You have the learning paths there to reinforce their strengths,

to build on their weaknesses.

And then while their calls are happening,

you're giving them, you're building the batting cage in real time

for them to go get it even better.

I love that.

And not only that, but we have the ability for other content creators

coming soon to come in and build inside of the environment.

Stay tuned.

I wonder who.

Maybe, maybe, maybe, maybe, right?

And that is exciting for everyone.

I'm excited for my clients that are currently using Call Review.

It's a really big, big, big deal.

Even before all the cool extra stuff,

it was a really cool tool to be able to see,

go back and check if they're saying key words,

go back and make sure that certain things are happening.

And it really is.

But then you take that same data,

which you guys have been building up over time,

inside every one of their databases.

There's a lot of information about what they've said.

Now we're taking that and then you're showing them

how to become better at it.

And ultimately, having an LMS like that for your team

is the only way that your team's going to grow.

If we keep assuming that their current skills are good enough,

we're going to keep falling apart.

We're going to keep wondering why we're not getting the numbers

or the results that these other companies are selling,

these links to us.

We're saying, oh, you should be doing this, but yet we're not.

Now we can actually probably be even better than that

because we're getting real-time results.

Hey, you just got off this call.

Go back and review these things

because if you get better at this the next time you do it,

you'll set the appointment.

So, love it.

Love it.

And we're starting to see like we had a recent case study just come out

where 90 days, they had a 20% uplift or sorry,

20% down take in broken promises, right?

And they were able to uplift appointments

at a rate by 14%, which is 14% in 90 days for your entirety

of your group.

That's a massive chunk of revenue that you're getting.

That's a great opportunity.

More people inside your doors, more opportunities,

more car deals, all that.

The onus is, and we talked about it a lot on stage.

We're going to talk about it in our presentation

in just a minute, right?

We're getting the calls.

There's no lack of engagement from the buyer right now.

No, heck no.

There's a, what we're seeing, what we're starting to see,

at least in our data, is there's a lack of accountability

and a lack of scalability.

And how do you build the same team

without bringing on more staff and without adding more calls?

Not to say something, let me just say this real quick.

To his point, and I was thinking this earlier,

it's like that tool was created, and I'm going to be honest,

because us managers, you managers out there,

you're not being accountable enough, right?

So the tool sitting there, and it's a great tool,

but no one's checking it.

So now we have a tool that gives you a report, ultimately, right?

So now there's really no excuse anymore.

And as an owner, that gives me some relief, right?

That's awesome.

Really, really awesome.

It is really cool.

Being able to have irrefutable evidence

of what is happening and what's not happening.

How did the call go?

How did it not go?

To actually have true coaching points.

There's nothing like a coach being able to grab a player

and watch their film tape with them and say,

do you see where it is that you missed this?

Now go onto the field and execute.

The same thing in our profession.

They need to be able to have that data

and something that's helping to consolidate it in a way

that makes coaching easier.

But then if the coaches aren't even available,

you guys are evolving a way to be able to make sure

that they can get the coaching, they can get the training,

they can get buffered up and ready for the day.

I heard you describing what a couple of stores are like

inside of getting their day started

to be able to make sure that they're prepared

and that their people are primed and ready

to jump into the day making calls.

Describe a little bit more about that.

Yeah, so we've got a whole set of reports inside the platform.

My favorite one that I always talk to the owners

and managers and GMs about is what we call it the day.

I call it the morning coffee report.

It's our...

We love it.

Smells delicious.

I know.

It's our daily action report, right?

And basically you filter this report

and we add it since the last time we guys talked.

We actually now have the ability to save these reports

with the filters and have them delivered.

So now it really is a morning coffee report.

You're standing in line at Starbucks.

You're over at the coffee area.

You check that email and you get a report that just says,

here's how many alerts open today.

Here's how many appointments we set.

Did I have any CSI warnings?

Did I have any of these things

that the platform could report on?

Click on that list.

You maybe have three or four CSI warnings from the day.

You as the GM can follow up with them

or you can set them on one of your sales directors

and say, hey, we need to follow up with these people.

Make sure we write these wrongs or whatever happened

on this call and get to the bottom of it.

Making it too easy for us, man.

Thank you.

The other really cool thing that we've rolled out

since last week we talked to is

you talked about this moment and coaching and after the fact.

Now it's point in time.

So on the call, you're getting this feedback.

You're getting alerted in real time.

And now we have the ability to live monitor the call.

So as the GM, if you get this real-time alert,

you can punch up the call and you can whisper it.

You can dial in right there on the phone.

You can be the voice in the thing

or you can just join the call and say, hey guys, I'm here.

Just wanted to jump in.

Fred brought me in.

So you're having a problem.

Let's see what we can do to get to the bottom of it.

So we're really taking that work.

Everything that we're doing, we're

trying to work inside of the workflow of the dealership

and not make you have to log on to another street, right?

Because I think that's one of the biggest things

that we've talked about with a lot of dealerships,

especially here at the NCM show, is

we don't want another log in.

We don't want another street.

We want our communication system

to manage the flow from end to end in one platform,

which is what we're really excited about.

A lot of other really cool things I can't talk about.

You guys met Sati Zera, he would murder me if I did that.

So that's great news, though.

We'll save it for another show.

There's more to come.

Matter of fact, the cup is only half full right now.

So we got a little bit more to fill your cup in later,

and I can't wait to announce that again

and talk about that some more.

But brother, you're dropping a lot of great things

that's happening over there.

We're here at NCM.

We're doing some great things.

I know that you're happy to be here.

What's the next place that they're

going to be able to come see you guys?

You said you're everywhere.

What's the next adventure at?

So we're right here, and then next month,

we're going to be down in Miami for the NetSapiens event down there.

I can't remember the name of it,

but it's a big teleconferencing event.

So make sure to come check us out there.

We'll be hanging there, and then there's

a lot of other little ones.

But if you want to follow us, just check us out on Instagram,

TikTok.

We're taking a play from Russ's playbook,

and we have a TikTok now.

We're doing a lot of cool things over there.

Yeah, everywhere, Facebook, and we'll see you around.

Pick up the phone, push some buttons,

go to whatever social you prefer, and they're there.

Look for them.

It's really simple.

Call, review, REVU.

Call, review.

One word.

Get after it, y'all.

Car guys, car guys.

This is a legit solution for your stores.

We encourage you to find out how to make sure

that you find a way to get call, review implemented

into your store and taking you to the next level.

Because the best way to upgrade the business that you do

is you upgrade your people, and you need to be able to call,

review what's going on with them.

We appreciate each and every one of you tuning in.

We've got one thing left to do, and that's drop them F-bombs.

Have a good one.

Drop them F-bombs.

All three.

123

Forget it.

Focus, lie, and keep growing, keep growing.

I'm Lou Ramirez, the car guy.

And I'm Fred Lennards, sub-prime hero.

And you've been doing solutions on the CarGuy Coffee

podcast with the one, the only Eric Glass.

Appreciate you.

We're out.

Peace.

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