RETAIN:
Outbound Omnichannel Solutions
Where Long-term Loyalty
and Service Revenue Grow
SERVICE CX PRO
- Managing Inactive Customers: Re-engage inactive customers and reignite relationships.
- No-Show Callbacks: Recover lost opportunities and reschedule missed appointments.
- Next-Day CSI/JD Power Follow-Up: Ensure customer satisfaction with prompt follow-up calls.
- Personal & Predictable Engagements: Combine AI-powered automation with live human connection to deliver timely, personalized outreach that feels authentic and drives results.
REAL RESULTS
CONCIERGE CONNECT
- Personalized Introductions: Create a warm, professional first impression that builds comfort and connection with your service team.
- Timely Post-Service Follow-Ups: Check in after every appointment to ensure customers are satisfied and address concerns before they impact CSI scores.
- Data-Driven Targeting: Use DealerVault DMS pull to reach the right customers at the right time.
- Retention-Focused Engagement: Turn first-time visitors into long-term service advocates through consistent, meaningful touchpoints.
RECALL ADVANTAGE
Recalls don’t have to be a burden; they can be powerful retention tools. We identify customers with open recalls and reach out with targeted, timely communication to fill your service lanes, boost RO volume, and re-engage inactive or one-time customers—all while reinforcing safety and trust. With 1 in 4 vehicles carrying an open recall and more than $22 billion in available warranty work, don’t miss the opportunity to gain more customers and repeat business.
- Smart Vehicle Matching: Filter out non-owners and focus efforts on active, serviceable vehicles using real-time market data.
- Automated & Targeted Outreach: Reach customers through text, email, phone, and direct mail—all coordinated for maximum impact.
- Tech-Powered Support: Handle common inquiries with automation, escalating complex needs to live agents for seamless service.
- Personalized Engagement: Tailor outreach by preferred contact method and ownership status for a more relevant customer experience.
Why Dealerships Choose CallSource for outbound Call Services
CUSTOMIZED CAMPAIGNS
We build every outreach strategy around your unique goals and customer base.
GENUINE HUMAN CONNECTION
Our trained, live agents engage in meaningful conversations that foster trust and loyalty.
Retention-Focused Approach
Boost customer satisfaction, drive repeat business, and increase revenue.
Predictable Personal Engagement
We analyze customer behavior using AI and machine learning to predict when they’ll need service. From maintenance reminders to custom follow-ups, your team reaches out with the right message—at the right time. It’s smarter outreach that feels personal and delivers results.
FREQUENTLY ASKED QUESTIONS
How do calls reach CallSource's call center?
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.
What kind of reporting do you provide?
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.
How do you integrate with my dealership’s scheduling system?
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.
Can CallSource help with appointment confirmations?
Yes! We can also follow up with customers to confirm their appointments, reducing no-shows and ensuring that every appointment is fulfilled.
What If I already have a BDC handling calls?
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.
How do you ensure that my dealership is always in the loop?
Can I combine inbound services with your outbound and vehicle acquisition services?
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.
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 no 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.
How do I get started?
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.