Data Study: How The Rise In Service Impacts The Phone

Many dealerships have recently made an intentional shift to put greater emphasis on their Service Departments in light of vehicle inventory shortages. This shift has encouraged dealers to drive more phone calls to their service drive, but has also exposed holes in operational resources. Phone processes aren't able to keep up with the growing demand of service-driven revenue. Customer service is falling behind as customers experience longer hold times, lack of communication, fewer status updates, and limited follow-up. In this exclusive data study, Car Wars compiled comprehensive phone trends by analyzing millions of inbound and outbound phone calls from Service Departments throughout 2019, 2020, and 2021. These phone trends illustrate areas of concern, opportunity, and growth for Service Managers to act on immediately.

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