ATLANTA — ELEAD1ONE announced that its inbound call center service delivered a 70 percent appointment set rate for Florida-based Gettel Automotive Group. Of an average 7,200 inbound calls to the group’s 22 stores every month, more than 5,000 total appointments are set — significantly higher than the industry average of 30% to 50% appointment set rate — according to the company.
Along with other improvements, the call center has helped drive a 15% same store, year-over-year increase in fixed ops gross for the last eight years. Additionally, ELEAD1ONE‘s call center agents answer 100 percent of the total inbound calls to Gettel’s service departments, with an average time to answer of just seven seconds. Recent industry research shows that in the average dealership, 25 percent of inbound service callers never connect with a dealership employee, causing dealers to miss service opportunities.
“ELEAD1ONE does a wonderful job of taking care of our customers,” said Fred Bartholomew, Fixed Ops Director for the Gettel Automotive Group. “Their call center agents are provided with scripts and training, providing a consistent experience to our customers day in and day out, which is important.”