The service department’s phone problem
Service departments live on appointments, but service advisors are busy with customers at the drive. When the phone rings during the morning rush, it often goes unanswered or the customer waits on hold. Outbound work, like reminders and declined-work follow-ups, usually doesn’t happen at all.
Every one of those missed contacts is a repair order that goes to an independent shop or a competing dealer.
What a service BDC does
A service BDC is the team that handles service customer communication so advisors and technicians can focus on the work. Call Contact Confirm covers:
- Inbound calls: booking, rescheduling and answering basic questions.
- Maintenance outreach: contacting customers who are due based on mileage or time.
- Declined work: following up with customers who postponed recommended repairs.
- Recalls: reaching owners with open recalls and getting the repair scheduled.
- Lapsed customers: inviting customers who haven’t been back in a while.
- Confirmations: reducing no-shows with day-before and same-day reminders.
Bilingual service customers
Service conversations involve explaining repairs, costs and timing. Spanish-speaking customers are more likely to approve and keep an appointment when they understand exactly what’s being done. Our agents handle service calls and follow-up in English and Spanish.
How we work with your service team
We learn your hours, advisor capacity, appointment rules and specials during onboarding, then book directly into your scheduling system with clear notes. Your advisors see a full drive and can spend their time where it counts. Contact us to talk about your service department.