More than 10 MILLION missed calls by Quebec car dealerships in 2023

Waiting on the phone has become a national sport and car dealerships are no exception to this rule. Last year, Quebec car dealers missed over 10 million calls. The service department alone is responsible for 60% of these missed calls. These numbers were compiled by Talksoon.

Economic Impact and Strategic Planning: Missed sales calls represent 18% of the total, but their economic cost is high. Mondays and Tuesdays, particularly Monday mornings, account for 45% of missed calls, highlighting the importance of strategic planning to meet demand.

Necessary Modernization: Voicemail is outdated; every missed call represents a potential business opportunity. Dealerships must understand the expectations of modern customers and adjust their communication methods.

Explosion of Canadian Car Sales in 2023: The Canadian automotive industry is experiencing exceptional growth, with an increase of 11.8% in 2023 driven by improved supply and pent-up demand. A strong 10.7% increase in December concludes 14 consecutive months of growth.

Unique Challenges in the Automotive Industry: Analysis of missed calls by Talksoon confirms seasonal trends, highlighting the strong demand for after-sales service. While the sales department records fewer missed calls, each call is crucial, underscoring the importance of a vigilant approach throughout the year.

Maximizing Business Opportunities: Ensuring the efficient capture and management of every customer call, whether for service or sales, is essential to maximize business opportunities and drive profitability.

Weekly Trends in Missed Calls: Peak days are Mondays, Tuesdays, and Fridays, accounting for 60% of missed calls. Monday mornings and lunchtime hours are crucial, and nearly 10% of calls are missed outside of normal business hours.

Analysis of Missed Calls by Department: In-depth analysis reveals that calls to the service department mainly concern appointment requests. It is crucial to revolutionize customer interaction to maximize opportunities, recognizing the need for personal contact despite the rise of online appointment scheduling. In conclusion, dealerships must be proactive in adapting their strategies to meet seasonal demands, improve department efficiency, and capitalize on each missed call as a business development opportunity.

Source: Talksoon