WIN BACK CUSTOMERS. KEEP THEM FOR LIFE.
That’s where Callsource makes the difference.
- Boost retention with proactive outreach
- Increase revenue with seamless scheduling and service drive optimization
- Build loyalty through data-driven customer engagement
Is Your Dealership Keeping Up
or Falling Behind?
Independent service centers are gaining ground, and customer expectations
for convenience and communication have never been higher.
The numbers tell the story.
Dealership service market share dropped from 35% in 2021 to 30% in 2023 – and the trend continues downward.
76.8% customer connection rate – meaning nearly a quarter of customers never get the service follow-up they need.
12:1 ratio of independent service centers to franchise service departments – giving customers more options than ever to take their business elsewhere.
More than 60% of customers who leave a dealership for service never return – often due to poor engagement or lack of follow-up.
proactive strategy risk losing customers. CallSource helps you stay ahead.
it’s time to reclaim
your market share
The CallSource® Approach: Proven Success at
Driving Retention and Boosting Service Revenue
Industry Expertise
Serving the automotive industry since 1991, we understand the unique challenges dealerships face.
Data-Driven Insights
Serving the automotive industry since 1991, we understand the unique challenges dealerships face.
Customer-Centric Focus
We don’t just manage interactions; we create customer advocacy one connection at a time.
Proven Impact
Our solutions lead to a 15-20% increase in customer retention rates, translating into more repair orders (ROs) and higher service revenue.
Seamless Integration
Works with existing dealership management systems to ensure efficient workflow and better customer experiences.
our solutions
Our services engage customers at every touchpoint – ensuring no call is missed, follow-ups
are prompt, outbound opportunities are captured, and new sales and growth are fully explored.
01 | Connect
Inbound Call Services
LIVE APPOINTMENT SETTING >
CallSource agents answering incoming service department calls and scheduling appointments, ensuring customers receive immediate assistance without frustration. Full-service and enhanced internal BDC options.
SERVICE SAFETY NET >
Reclaiming missed calls by reaching back out to customers who abandoned a call, ensuring no potential service appointment is lost.
CALL OVERFLOW SERVICES >
Handling excess call volume during peak times to prevent unanswered calls, reducing missed customer interactions and revenue loss.
02 | Retain
Omni-Channel Outbound
Call Services & recalls
OUTBOUND CALLS >
Proactive outreach to customers for appointment reminders, service follow-ups, and maintenance scheduling to increase retention.
NEXT DAY SERVICE CSI CALLS >
Increasing completed CSI surveys by more than 35% by quickly identifying unhappy customers, addressing concerns promptly, and creating trust.
RECALL ADVANTAGE >
Identifying and contacting customers with outstanding recalls, automating and expanding recall services to bring them back to the dealership.
03 | Acquire
VEHICLE Acquisition Services
TEXT 2 TRADE >
Transforming your service drive into a lead machine by identifying real-time trade-in opportunities and streamlining appraisals.
3RD PARTY ACQUISITION FOLLOW-UP >
Combining automated technology with expert live agents to drive better results from your Edmunds, KBB, and other third-party acquisition sources.
CallSource Call Center – Capabilities & FAQ
What’s your average call answer rate and average speed to answer on overflow calls?
Our average answer rate is 95%, and 85% of overflow calls are answered within 10 seconds. Overflow calls are prioritized.
What happens if two or more overflow calls hit at once — do they queue, get missed, or go to voicemail?
They queue in sequence, similar to how customer lines work in a store. Calls are answered in the order they are received.
Do you guarantee that all overflow calls get answered? What’s your documented percentage?
Our Service Level Agreement (SLA) commits to answering calls at a 95% rate. In the rare event a call is missed, we utilize both technology and live agents to ensure timely callbacks. If required, we are open to discussing a formal guarantee to meet your specific needs.
What’s your process if a call comes in outside of business hours?
Calls received outside of your business hours are returned the following morning. Customers also receive an automated text notifying them they will be called back the next day. Our call center operates Monday–Friday from 7:00 AM to 9:00 PM ET, and Saturdays from 7:00 AM to 8:00 PM ET.
How do you handle calls when your team is already maxed with overflow from other dealers?
Due to our 95% SLA, missed calls are rare. Dealers can choose to (1) convert the call to a text conversation to set the appointment, or (2) enable our “Service Safety Net” feature for additional coverage.
Are your agents automotive-trained for service-specific questions, or do they just take a message?
Yes. Our agents are automotive-trained, and most have direct experience working within a dealership. As a fulfillment center, we work closely with our dealer partners on extensive training programs, enabling us to resolve and satisfy 78% of all incoming calls without dealership engagement. For calls we cannot resolve immediately, we follow strict documentation and accountability procedures to ensure the customer’s question or issue is fully addressed.
Do you have access to each dealer’s service scheduler, or do you just send emails with info?
We integrate directly with, or have access to, the vast majority of dealer scheduling systems. Integration method depends on the dealer’s platform.
Do your agents know each dealer’s unique service specials, policies, or loyalty programs?
Yes. This information is collected during onboarding and incorporated into our training for each dealer’s account. Our platform technology ensures that dealer-specific service specials, policies, and loyalty program details are automatically displayed to the agent during the call, enabling accurate and consistent customer communication.
Do you confirm appointment details in the dealer’s scheduling tool in real time?
Yes. All appointment details are entered directly into the dealer’s scheduling tool in real time during the booking process. Our agents also have the ability to update customer information within the system, ensuring records remain accurate and current. This approach improves data quality, eliminates duplicate entry, and provides immediate visibility for the dealership’s service team.
How do you escalate urgent calls (tow requests, warranty issues, upset customers)?
Urgent calls are escalated using the dealer’s preferred communication method to ensure rapid resolution. Our agents manage tow requests directly, while warranty-related inquiries are documented and coordinated with the dealer to either prompt a customer call-back or provide us with the necessary details to update the customer ourselves. For upset customers, our agents work to de-escalate the situation while gathering all relevant information before initiating the escalation process to the appropriate tier.
For escalated issues, we follow a two-tier process:
- Tier 1: The service manager is engaged to address the matter.
- Tier 2 (Hot Issue): The situation is considered critical, and the management team, including the General Manager, is notified immediately.
Do you have direct lines into dealer service advisors, or do you just call the main number?
Best practice is to maintain direct lines to service advisors for faster and more efficient communication. In addition, we offer multiple communication channels to ensure effectiveness and convenience, working closely with your team to align with their preferred processes.
How fast is your average email notification sent to the dealer after a missed call?
Missed call notifications are sent immediately. These alerts also go to our internal team for follow-up.
Can you provide dealer-specific reporting on missed vs answered calls, abandoned calls, and call reason trends?
Yes. We provide this reporting monthly and review it with each dealer. This includes detailed breakdowns of call outcomes and trends.
Do you track conversions — how many calls turned into booked service appointments?
Yes. Conversion rates are included in the monthly reports. On average, 90% of bookable calls result in confirmed service appointments.
Ready to Achieve Consistent, Predictable Service Revenue?
At CallSource, we’ve cracked the code to long-term success for dealerships: it’s all about building strong, lasting customer relationships. The best way to ensure predictable income for your dealership is by keeping your customers satisfied, loyal, and coming back for more. That’s why we’ve become experts in customer retention—we know that when your customers trust you, they stick with you. Let’s work together to build that trust, increase your retention rates, and watch your service revenue grow. Learn how we drive results by scheduling a quick consultation with our team.