Automotive Retail/Anonymised
Car Dealership S
A 15-person team fielding more than 700 inquiries a day was losing several hundred calls daily to overflow. Agents now take everything the team cannot.
- 100%
- Peak call coverage
- > +10%
- More sales and service appointments
- Elastic
- Operational relief
No call left unanswered. Everything beyond the 15-person team’s capacity is handled by agents.
Vehicle sales and service bookings both rose, through uninterrupted availability and automated scheduling.
Automatic scaling through extreme demand peaks, with service quality held constant.
The starting position
- An in-house team of roughly 15 people against more than 700 service and purchase inquiries every day.
- Several hundred missed calls a day, each one a lead nobody followed up.
- Call volume arriving in peaks the team had no realistic way to staff for.
What was built
- 01Overflow calls are answered immediately by voice agents rather than queued, so nothing rings out.
- 02Callers who want a person schedule their own callback, synchronised straight into the sales team’s calendar.
- 03The system scales elastically through volume peaks, so the peak no longer sets the staffing level.
Recognise the starting position?
Talk it through