Question 1

Do your teams understand automotive products and terminology?

Accepted Answer

Yes. All automotive team members receive intensive training in automotive terminology, product specifications, and dealer processes before handling customer interactions. We provide ongoing training on new models and products as they launch. Our teams understand automotive terminology and can answer technical questions confidently.

Question 2

Can you integrate with our DMS and CRM?

Accepted Answer

Yes. We integrate with all major automotive systems including CDK, Dealertrack, AutoGate, Pentana, Keyloop, and PBS. We also connect to automotive CRMs like VinSolutions, Elead, and Dealer Socket. Our technical team handles all integration work. Your team gets real-time access to inventory, customer history, and service records.

Question 3

How do you handle peak periods like end of financial year?

Accepted Answer

We scale your team up temporarily to handle the increased volume. Most automotive clients run a base team year-round and add 3-5 additional agents for major campaigns and peak periods. You give us 2-3 weeks notice, we recruit and train the overflow team. When the peak ends, you scale back down. You only pay for the extra capacity when you need it.

Question 4

What's the cost compared to hiring local staff?

Accepted Answer

Automotive customer service outsourcing typically costs up to 40-60% less than local hiring. A 10-person contact centre in Australia costs AUD $850,000-$950,000 annually (wages, super, space, systems, management). The same capability through CDM costs AUD $350,000-$450,000. That's AUD $400,000-$500,000 saved annually, which improves dealer profitability significantly.

Automotive Customer Service and CX Outsourcing Australia

Automotive Excellence, Delivered

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DMS and CRM Integration

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