Auto Dealerships & Dealer Groups
Automotive Dealership BPO Services | BDC and Service Support for Dealers
An automotive dealership makes money on sales and on fixed operations, and both run through phones the dealership struggles to answer well. Sales leads call and go to voicemail while salespeople are with customers; service departments are buried in scheduling and status calls; and the internet leads that dealers pay dearly for die waiting for a callback. A dealership business development center handles this, and a BDC that answers the sales lead fast and books the service appointment is where a dealer's marketing spend and fixed-ops revenue are actually captured.
Global Empire Corporation runs sales BDC, service scheduling and lead handling for auto dealerships and dealer groups — answering and qualifying sales and internet leads fast, booking service appointments into your systems, and handling the follow-up, so the leads the dealership pays for convert and the service drive stays full while your people work the floor and the lane.
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Dealers Pay Dearly for Leads, Then Let Them Die on the Phone
A dealership spends heavily to make the phone ring — digital advertising, third-party lead providers, marketing — and then loses much of that spend on the phone. Sales leads and internet inquiries call or submit and get a slow callback or voicemail while salespeople are with customers on the floor, and speed-to-lead is everything: the dealer that responds in minutes wins the deal, and the one that responds in hours loses it to a competitor who answered. A dealership that cannot answer and qualify leads fast is paying for leads it never converts.
Fixed operations is the other half, and its phone is just as leaky. The service department is where a dealer earns steady, high-margin revenue, and it is buried in appointment scheduling and status calls that a service advisor at the counter cannot handle, so service appointments go unbooked and the drive runs below capacity. Answering the sales lead fast and booking the service appointment, while the dealership's people are with customers, is where a BDC program captures the marketing spend and the fixed-ops revenue.
- Sales and internet leads answered and qualified fast, so the marketing spend converts
- Speed-to-lead met, so deals are won rather than lost to a slow callback
- Service appointments booked into your systems, so the fixed-ops drive stays full
- Consistent BDC handling across every rooftop in a dealer group
For franchise and independent dealerships, dealer groups and auto retailers
Dealership BDC & Service Support We Deliver
Sales Lead Handling
Inbound sales calls and internet leads answered and qualified fast in your CRM to your rules, so the leads the dealership pays for are engaged while they are hot rather than lost to a slow callback.
Speed-to-Lead Response
Internet and digital leads responded to fast, because in car sales the dealer that answers first usually wins, and speed-to-lead is where the marketing spend is converted or wasted.
Service Scheduling
Service and maintenance appointments booked into your service system to your rules, so the fixed-ops drive stays full and service advisors are freed from the phone at the counter.
Appointment Setting
Sales appointments set and confirmed into the showroom's calendar, so qualified leads arrive as booked appointments rather than callbacks a salesperson has to chase.
Follow-Up & Retention
Lead follow-up, unsold follow-up and service-retention outreach handled to your rules, so the leads and customers a dealership works over time are actually worked.
Multi-Rooftop Consistency
Consistent BDC handling across every rooftop in a dealer group, with reporting so the operator sees lead response, appointment setting and service booking by store.
How a Dealership BDC Program Runs
From CRM access to converting the leads and filling the drive.
Scope & Rules
We agree your sales and service processes, your lead-handling and speed-to-lead rules, and what the BDC handles versus your staff, so the program runs to the dealership's standards.
Systems & Access Setup
Agents are set up in your CRM and service scheduling systems, so leads are handled and appointments booked where your sales and service teams work and nothing is rekeyed.
Dealership & Process Training
Training on your inventory approach, your lead sources and your service operation, so leads are qualified accurately and service appointments are booked correctly.
Pilot & Calibration
Launch on a defined slice — a lead source or the service line — with daily review, calibrating speed-to-lead, qualification and booking before the whole operation moves.
Scale & Consistency
Expand across the store or the group where quality holds, with the consistency and reporting a multi-rooftop dealer group needs to manage lead conversion and fixed ops.
Related services
Build a complete support program
Frequently asked questions
Why does speed-to-lead matter so much?
Because in car sales the dealer that answers first usually wins. A shopper who submits an internet lead or calls is often contacting several dealers, and the one that responds in minutes with a real conversation books the appointment, while the one that responds in hours or with a voicemail loses the deal, so the program is built to answer and qualify leads fast. A dealership pays heavily to generate those leads, so responding to them immediately is where that marketing spend is either converted into deals or wasted on leads a competitor closes because they answered first.
Can agents work in our CRM and DMS?
Yes. Agents are set up in your CRM and your service scheduling systems to handle leads and book appointments where your teams work, so nothing is rekeyed and the pipeline and the service drive reflect reality. If your group runs particular platforms, the program is built around them. Working in your systems is what lets the BDC actually convert leads and fill the drive rather than hand your sales and service managers a list of callbacks, which defeats the speed the program exists to provide.
Do you handle service scheduling too?
Yes, and fixed ops is half the value. The service department earns steady, high-margin revenue and is buried in scheduling and status calls a service advisor at the counter cannot handle, so agents book service and maintenance appointments into your system to your rules, keeping the drive full. Answering the service phone and booking appointments, while your advisors work the lane, captures the fixed-ops revenue that leaks when service calls go unanswered, so the program protects both the sales pipeline and the service drive rather than only one.
Does this work for a dealer group?
Yes, and consistency across rooftops is a benefit. Agents handle leads and service for every store to one standard and work in each store's systems, giving a dealer group consistent BDC performance and reporting that shows lead response, appointment setting and service booking by rooftop. A group gains the visibility and consistency that individual store BDCs, staffed and run differently, cannot reliably provide, so the operator manages lead conversion and fixed ops across the group with data, scaling the program while keeping each store's performance strong.
What does a dealership BDC program cost?
It follows the coverage rather than a published rate. The variables are lead and call volume, the hours you want covered, the mix of sales BDC versus service scheduling and follow-up, whether agents work in your CRM and service systems, the number of rooftops, and whether you need bilingual coverage. Because the program converts marketing spend and fills the service drive, it is built around the revenue it captures; we scope it against your store or group and quote per program.
TESTIMONIALS
Our trusted clients
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
Excellent service — we consistently receive comments about how professional and friendly their agents are. To our customers, it feels seamless and they assume the people answering are part of our in-office team. It has worked out far better than we thought possible.
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