In the fast-paced world of automotive service, many dealerships find themselves overwhelmed with inbound calls. The common refrain is, “We don’t have time for outbound; we’re swamped with inbound.” While this may seem like a logical approach, it’s actually a missed opportunity to drive service retention, increase appointments, and take control of the customer experience.
Recent data from a two-year study compared a control group of service customers to those who were actively contacted and spoken to. The results? A 52% lift in business from those who received outbound communication. The data proves that doing nothing is not an option if you want to maximize your service revenue.
Why Relying Solely on Inbound Calls is a Risky Strategy
The reality is that service is a guaranteed transaction—but not necessarily with your dealership. Customers will get their vehicle serviced somewhere, but without proactive outreach, there’s no guarantee it will be with you. Customers aren’t thinking about your dealership as much as you think about them, making outbound efforts crucial for retention.
The Numbers Don’t Lie: Outbound Calls Are More Efficient
Many assume inbound calls are faster and more efficient. Still, the data tells a different story:
- The average inbound appointment call takes 4 minutes and 4 seconds end to end.
- Outbound appointment calls, by contrast, take just 2 minutes and 50 seconds—saving valuable time.
- State inspection outbound calls are even more efficient, averaging 2 minutes and 12 seconds.
Outbound calling allows dealerships to control the conversation, schedule appointments at times that optimize their service lanes, and reduce the chaos of peak inbound demand.
The Math Behind a Successful Outbound Strategy
- 100 calls lead to about 35 conversations.
- Those 35 conversations translate into 7 to 9 scheduled service appointments.
If you’re not actively prioritizing outbound, you’re leaving appointments—and revenue—on the table. Key Takeaways for an Effective Outbound Strategy
- Separate Inbound and Outbound Metrics: Benchmark them separately to measure success and identify areas for improvement.
- Set Clear Call Targets: Aim for at least 100 outbound calls per team or individual daily. Volie recommends 150 outbound attempts per agent per day, alongside handling inbound calls.
- Avoid Potential Spam Flags: Ensure your numbers are properly registered and monitored to maintain call deliverability and avoid being flagged as spam.
- Leverage the Power of Timing: Outbound scheduling allows you to control when customers visit, optimizing service lanes and increasing efficiency.
Accelerate the Customer Journey: Even if a customer was already planning to visit, getting them in weeks earlier can have a massive impact on overall service revenue.
Final Thoughts: Move the Needle with Outbound Calls
An effective outbound strategy isn’t just about making more calls—it’s about maximizing efficiency, controlling appointment scheduling, and increasing service retention. By implementing a structured approach and tracking results, dealerships can dramatically improve their service business performance.
Put simply: if you’re not making outbound calls, you’re missing out on revenue. It’s time to take control and move the needle for your dealership’s service success.
Want to learn more about optimizing your BDC with Volie? Contact us today to see how our automotive BDC software can streamline your inbound and outbound strategy!
