CONNECT

Inbound Call Services

Where convenience & customer
loyalty begin

The first step in increasing service revenue is to make sure no call is left unanswered, no opportunity slips through the cracks, and every customer gets the personalized care they deserve.

Are You Missing Calls?

  • 1 in 4 service department calls go unanswered
  • 24% of inbound calls are abandoned or sent 
to voicemail.
  • 58% of dropped calls never call back—they go to your competitors instead.

LIVE APPOINTMENT SETTING

Capture every call. Convert callers to loyal customers.
Our agents connect with 97% or more of inbound calls, ensuring you never miss a potential customer.
Whether you’re short-staffed or overwhelmed during peak hours, CallSource fills the gap. Today’s customers expect fast, reliable service—and that’s exactly what our live agents deliver. We schedule appointments instantly, creating a personalized, human experience that builds trust and loyalty.
  • Real-time appointment booking - Quick booking with no delays or manual entry.
  • US-based, professionally trained agents - Providing personalized customer interactions
  • Coverage during peak call hours - We don’t miss a beat, even between high volume times like 10–11 AM.
  • Integration with dealer systems - Seamless connection with systems like XTIME for quick scheduling and accurate data

SERVICE SAFETY NET (Missed Call Recovery)

Recover Lost Opportunities in Real-Time
We reconnect with missed callers within five minutes, reclaiming lost opportunities. Our agents step in when your team is unavailable, securing appointments and answering questions.
  • Five-Minute Follow-Up - Our agents contact missed callers within five minutes,
    re-engaging them and recovering lost opportunities..
  • Real-Time Updates - Dealers receive instant notifications via Slack and Google Docs about the status of follow-up calls.
  • Seamless Integration - All follow-up interactions are managed within your existing processes, ensuring minimal disruption to your operations.

CALL OVERFLOW SERVICES

Seamless Coverage During Peak Hours
No more voicemails or long hold times. Calls that go unanswered after three rings are automatically routed to our agents for immediate service.
  • Immediate Call Answering - Calls that go unanswered after three rings are routed directly to our agents for immediate assistance.
  • Peak Hour Coverage - Our agents handle overflow calls during high-volume periods, ensuring customers aren’t left waiting on hold.
  • Seamless Integration - Our service works directly within your dealership’s system, providing consistent service without disruption.

THE PROOF IS IN 

THE PERFORMANCE

When it comes to customer service, speed and connection rates matter. See how CallSource delivers real results—reducing wait times, increasing connection rates, and ensuring every call turns into an opportunity.

BEFORE CALLSOURCE

Dealers 
Using Advisors
  • Average
Hold Time 54 secs
  • Average Drop Rate 25%
  • Drop Call 
Back Rate 10%

BEFORE CALLSOURCE

With 
Built-In 
BDC
  • Average
Hold Time 46 secs
  • Average Drop Rate 9%
  • Drop Call 
Back Rate 10%

Best 
Practices

  • Average
Hold Time <40 secs
  • Average Drop Rate 6%
  • Drop Call 
Back Rate 20%

WITH CALLSOURCE

CallSource
  • Average
Hold Time <22 secs
  • Average Drop Rate 3%
  • Drop Call 
Back Rate 100%
  • Connection 
Rate 97%
  • Appt. 
Fulfillment 
Rate 88%

Why Dealerships Choose CallSource
for Inbound Call Services

human touch

US-based, professional
agents—NO BOTS!

PERSONALIZED SERVICE

Warm greetings, guest name
recognition, and efficient solutions.

COMPREHENSIVE SUPPORT

Appointment setting, status updates, and escalations.

ADVANCED TECHNOLOGY

Industry-leading call 

management platform.

QUALITY ASSURANCE

Third-party evaluations and
ongoing agent training.

FREQUENTLY ASKED QUESTIONS

When a customer calls your service department, there are two initial routing options:

    • Calls can be directed straight to a live receptionist, or
      The call can go through your automated extension routing system.
    • From either path, once the customer selects the option to schedule a service appointment, the call is seamlessly transferred to one of our expert call handlers. Our team then takes over, ensuring every interaction is prompt, friendly, and professional.

We provide detailed, real-time reporting on all inbound calls, missed calls, and appointment bookings. Our reporting helps you measure performance, track call volume, and identify areas for improvement so you can optimize your service department operations.

Our agents work directly within your scheduling platforms, like XTIME, to book appointments in real time. This integration eliminates manual entry and streamlines the scheduling process.

Yes! We can also follow up with customers to confirm their appointments, reducing no-shows and ensuring that every appointment is fulfilled.

If your internal team or third-party BDC is handling calls but becomes overwhelmed, our Call Overflow Services can step in. Calls that go unanswered after 3 rings are automatically routed to our agents, ensuring immediate engagement with your customers and preventing lost opportunities.

We use a shared Google Live Document to track every interaction. This document is automatically updated with each call and accessible in real time, so both your team and our agents can stay informed about every customer interaction, ensuring no details are missed.

Absolutely. You can combine inbound call services with outbound and acquisition strategies for a fully integrated approach that maximizes both customer engagement and vehicle acquisition. While CONNECT ensures every call is answered and appointment secured, our [RETAIN] (outbound)  services follow up with missed leads and re-engage prospects. Paired with [ACQUIRE] tools like CarAcquire and Text2Trade, you can grow your customer base, boost inventory, and drive revenue—all through a seamless, end-to-end solution.

Our client representatives are here to help. We’ll walk you through a quick presentation that breaks down each service, explains the full process, and outlines the cost so you’ll get a clear understanding of how everything works and what’s best for your dealership.

what our clients are saying

I am sending my sincere appreciation to the staff for their outstanding performance in achieving record returns for KIA CSI. Their unwavering dedication and diligent efforts have been instrumental in propelling our dealership to the number one ranking for the past three months in both survey returns and scores. I am deeply grateful for their steadfast commitment to excellence.
Andrew GarciaParts & Service Director | Sansone Kia
We started to outsource our service BDC a little over a year ago. We have had mixed results at best until we used the CallSource call center. Since switching to the CallSource call center, we have had nothing but positive feedback from our clients. We have great communication with the agents and our team of service managers and advisors through a slack channel. Appointment numbers are at an all time high. I highly recommend Amanda and her team for your service BDC needs.
DJ JOHNSON Service Director | Infiniti of Cool Springs
CallSource was our solution when we needed help answering the phones. The implementation was quick, and impacted us just as fast. Now our advisors can spend more time working on repair orders while CallSource schedules and reschedules appointments. CallSource also alerts us so we know if a customer needs an update or a quote. CallSource is very receptive to our feedback, and adapts to our needs in real time. Their receptiveness and use of modern technology like Slack helps us support our advisors which in turn helps us take care of our customers.
lauren delgadillo Consultant Service Dynamics | Caruso Ford Lincoln
We’ve had an amazing experience working with CallSource. We rely on CallSource for our inbound service appointment calls and our next-day CSI phone calls, and it’s been fantastic. Since having CallSource handle our CSI calls, we’ve consistently achieved top-tier scores every quarter. Their support has truly elevated our customer service and made things easier for our customers. It’s like they’re an extension of our dealership!
STEVE POLOTTI Service Manager | Sansone Jr’s Windsor Nissan
CallSource has and continues to be a huge part of our automotive family. Outsourcing our BDC to CallSource allows our service advisors and mechanics to focus on getting vehicles out while their agents handle the scheduling, customer service, and other day to day administrative tasks of operating our maintenance shop. Their management is always available to help and answer questions and to provide training on their software and services. highly recommend CallSource to anyone looking to streamline their BDC operations.
ralph lomele Service Director | Honda City
Choosing CallSource was the solution we needed to help answer the phones, freeing up our Advisors time to work on repair orders. The implementation was a seamless transition resulting in a great customer experience. CallSource’s agents are very knowledgeable when it comes to scheduling and rescheduling our appointments. Working with CallSource has really been a great experience and I would definitely recommend them for all of your BDC needs.
BEN GUETTERMAN Fixed Operations Manager | Martin Chevrolet

Ready to RECLAIM Revenue?

Your dealership could be losing more opportunities than you think due to dropped calls or frustrated callers. With CallSource, every call gets answered, every customer is engaged, and every appointment is secured. We capture missed opportunities in real time, transforming them into loyal, repeat customers. Don’t let those customers slip away! Partner with CallSource today and start maximizing every call to reclaim the revenue you’re losing.

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