Separate queues for dealer service support and consumer ownership care. Champion-Challenger scripting that proves which approach actually wins. Voice AI for warranty status and service scheduling so tenured agents hold the recall, the retention call, and the CSI conversation. Twenty-year automotive programs under one operating discipline.
What automotive operators actually tell us
Roadside is the most emotional call the brand owns, and the first thirty seconds define the experience. Dealer-facing support is a B2B operation running on a ninety-second expectation, with DMS literacy and parts and deal fluency non-negotiable. Owner care routinely covers warranty, a service appointment, connected services, and a financing question in a single conversation. The FTC Safeguards Rule now covers dealers and captive finance as non-bank financial institutions, TCPA exposure on retention dials is rising, and first-party owner data is governed by CCPA and CPRA. Automotive brands do not need someone to answer the call. They need agents who can run three distinct operating models under one QA floor, under three regulatory regimes at once.
Automotive CX outsourcing has moved from a cost decision to a compliance and performance decision. The three scenarios below reflect what brands and captive finance operators raise in almost every RFP.
Roadside is the most emotional call we own. A driver stranded at night is judging the brand by how the first thirty seconds sound, and the BPO is dispatching off a script that does not capture vehicle fit, driver safety, or the real ETA back from the service provider.
Director of Owner Services, National OEM
A dealer on the phone has a customer waiting in the showroom. If the agent cannot read the DMS, confirm a parts allocation, or price a deal status inside ninety seconds, the dealer routes around our support team next time and the relationship degrades.
VP Dealer Services, Captive Auto Finance
An owner call can cover warranty, a service appointment, connected services, and a financing question in one conversation. A six-month agent cannot hold that. We lose the upsell, we lose the CSI score, and we lose the next-vehicle renewal.
SVP Customer Experience, National OEM
20 years building automotive capability
We have run dealer-network support since 2005, multi-brand OEM customer care since 2009, captive finance collections since 2013, VDI-secured account handling since 2017, and QEval-covered automotive programs since 2022. Every evolution carries the same compliance record: zero breaches across 22 years of continuous regulated operations.
Where our automotive programs live
Every program below is live today on an OEM consumer program, a dealer group, a captive finance portfolio, or an aftermarket provider. Agents are trained in the DMS, the warranty administration system, and the brand-specific customer tone. Scorecards are written to the client's CSI, NPS, and retention targets. Not ours.
Etech’s outsourced BDC automotive programs handle dealer-facing inbound and outbound operations — including dealer network support, service scheduling, warranty intake, and captive finance — under dedicated queues, VDI-secured environments, and DMS-trained agents.
Consumer-facing support across owner assistance, vehicle ownership questions, and brand-level escalations. Multi-brand programs run with separate queues, separate scorecards, and shared QEval coverage.
Inbound and outbound support for dealer principals, service managers, F&I desks, and parts departments. Dealer-only queues with gate pass, DMS access, and dispatch handled under VDI.
First notice of warranty claim, 24/7/365. Voice AI triage on straightforward claims, licensed-agent handoff where coverage interpretation, parts escalation, or goodwill authority is required.
72-hour activation. Pre-vetted sub-vendor network and in-house capacity scaled to absorb 5x to 7x baseline volume on a recall drop. QEval enforces one script and one scorecard across every agent on the event.
Appointment setting across dealer service bays. Coordinated with Xtime, Dealertrack, CDK, and custom DMS environments. Follow-up calls scored against CSI targets, not generic QA forms.
Right-party contact, payment arrangement, reinstatement, and repossession pre-work under FTC Safeguards Rule controls. TCPA-compliant dialer infrastructure. Zero violations across 14.2 million annual interactions.
End-of-lease, end-of-warranty, and trade-up outreach. Champion-Challenger scripting in production. Conversion-lift pattern documented across 22 sales and retention programs in the Etech network.
Telematics enrollment, in-vehicle subscription support, over-the-air update assistance, and connected-services renewals. Data handling under CCPA and CPRA from the point of capture.
The service-to-loyalty engine
In automotive, the warranty call and the service call are not operational events. They are the only moments when a brand reliably earns the next vehicle purchase. Etech runs the three-phase lifecycle below on every multi-brand automotive program, with dealer and consumer queues separated at the routing layer and unified at the customer record.
Phase 1
Phase 2
Phase 3
Voice AI deflects the warranty-status and service-appointment routine. Tenured agents hold the recall, the goodwill decision, the cross-sell, and the CSI recovery call. The OEM does not pay for unnecessary human minutes. The customer gets a human on the decisions that earn the next vehicle.
Outcomes our automotive clients report
Every figure below is a client-reported outcome from an active multi-brand OEM, dealer group, or captive finance program. None of them are Etech self-assessments.
What automotive compliance teams actually check
Every shortlisted BPO has a SOC 2 report. The seasoned automotive compliance lead looks next at the operating evidence: the TCPA violation record across real outbound volume, the FTC Safeguards Rule subprocessor monitoring cadence, the CCPA and CPRA consumer-rights response record, and whether recall response scales to seven times baseline without losing quality.
SOC 2 Type II
Security, availability, and confidentiality attested annually across every U.S., Jamaica, and India delivery center. One unified control environment, not site-by-site.
ISO 27001:2022
Information security management system certified to the current edition. Aligns with the evidence bar on most OEM and captive finance procurement checklists.
PCI DSS 3.2.1 Level 1
Service Provider scope. Covers card-present and card-not-present payments across extended warranty, service contract, and subscription billing workflows.
FTC Safeguards Rule
Compliant with the June 2023 effective amendment. Dealers and captive finance treated as non-bank financial institutions. Annual risk assessment, continuous vendor monitoring, 30-day breach notification workflow.
TCPA
Dedicated compliant dialer infrastructure. Zero TCPA violations across 14.2 million annual interactions. DNC scrub, consent capture, and wireless ID enforced at the stack level.
CCPA and CPRA
California privacy law controls built into the point of capture for consumer data. Consumer requests, opt-outs, and deletion workflows handled within statutory windows.
State dealer franchise awareness
Program managers trained on state dealer franchise acts, warranty adjudication rules, and lemon-law timing requirements. Live scripts reference state variations.
ADA digital accessibility
Customer-facing interfaces aligned to WCAG 2.1 AA. Relay services supported. Agent training on accessible communication for hearing- and speech-impaired customers.
MBE certified
Supplier diversity tier 1 and tier 2. Minority-owned and minority-and-women-owned business certifications current.
Twenty-two years of continuous regulated operations. Zero compliance breaches. Zero TCPA violations across 14.2 million annual interactions.
Live attestations on trust.etechgs.com →The CSI asset nobody talks about
Owner loyalty at the dealer service drive is governed by one metric. Did the person on the phone know the customer, the vehicle, and the history. The FTC Safeguards Rule amendment of June 2023 obligates dealers and captive finance to maintain continuous monitoring of BPO subprocessors and to notify within 30 days of a breach affecting 500 or more customers. CCPA and CPRA require consumer-rights response inside statutory windows. None of this works when agents turn over every eight months. At that pace, client programs re-train, re-certify, and re-score continuously, and CSI suffers before compliance does. Under 5% monthly attrition is how both get protected.
Monthly attrition
Under 5%
Average agent tenure
6.3 years
Years without a compliance breach
22
QA coverage per program
100%
Dealer + consumer queue separation
Default, routed at intake
TCPA violations, 14.2M annual interactions
Zero
Monthly attrition
3 to 5% (30 to 45% annualized)
Average agent tenure
Under 12 months
QA coverage per program
2 to 5% sample
Queue separation
Blended pool, single scorecard
Recall surge readiness
Reactive, renegotiated event-by-event
TCPA risk posture
Platform-dependent, audit-by-audit
The handoff
Lowering call volume is a people strategy. Warranty status and routine service scheduling belong to Voice AI. The recall conversation, the goodwill decision, the retention save, and the CSI recovery call belong to tenured agents who recognize the owner, the vehicle, and the history.
Voice AI deflection benchmarks
Automotive routine intents benchmark 30% to 45% depending on intent definition. Our blended automotive target is 35% combined routine deflection once warranty status, service scheduling, and payment status are fully live.
100% visibility for automotive
When the CSI score slips on a dealer or a brand, sampling gaps become the first place the answer hides. QEval reviews every call, every chat, every email across every automotive program. Champion and Challenger script performance runs side by side in real time. Recall signals, TCPA deviations, and FTC Safeguards Rule exposures surface within minutes of the interaction ending. Coaching prompts route automatically. For 88%+ QA scores on AI-scored programs, the platform does what the sample cannot.
Process intelligence at scale
A recent automotive engagement processed 576,572 interactions across a six-month window through 500 plus analytics categories and scripts. The output was not a scorecard. It was a process map: knowledge gaps, script gaps, hold-time drivers, and jargon use broken down by team, geography, and call reason. That is what 100% visibility produces when the scoring engine is tuned for automotive language.
AI scoring
Every dealer call, every consumer call, every channel. Sampling retires. CSI posture improves on day one.
Auto-redaction
PCI, PII, and VIN-level data redacted at point of capture. FTC Safeguards Rule and CCPA obligations stay downstream-light.
Coaching loop
One-click coaching from finding to supervisor to agent. 300% lift in coaching frequency documented across automotive programs.
CSI speech analytics
Automotive-tuned language models. VIN, model names, part numbers, and dealer terminology captured accurately for scoring and trend analysis.
Regulatory flagging
TCPA deviations, FTC Safeguards Rule exposure, CCPA rights requests, and recall-safety signals flagged automatically. Findings route to supervisor and QA the same day.
Next-best-action
CoPilot surfaces the right script, the right disclosure, the right goodwill threshold in real time. Agents act, not search.
QA score lift
within 90 days on active automotive programs. Not a quality management tool. A performance management platform.
Live automotive programs, anonymized
Dealer group multi-brand consumer care. OEM warranty and recall. Captive finance retention. Each program anchored to its own audience and outcome metric. Each one engineered on the same operating principles: tenured agents, the client's scorecards, process intelligence as a first-class input, and a measurement system that covers every interaction.
Tier-1 dealer group, 12 brands, 200,000 monthly interactions
Twelve brands consolidated onto one operating model with separate queues, separate scorecards, and shared QEval coverage. AI-powered quality monitoring replaced sample-based review. Champion-Challenger scripting tuned the tone for each brand without rebuilding the operation. CSI sustained at 98% while call volume climbed past 200,000 per month.
National OEM, multi-nameplate warranty and recall program
Recall drops that used to force a scramble now activate inside a 72-hour playbook. Voice AI absorbs VIN lookup and scheduling. Tenured warranty specialists hold the goodwill decisions and the coverage disputes. A single QEval scorecard runs across in-house and sub-vendor agents so the OEM never manages quality vendor-by-vendor. 576,572 interactions were processed through 500 plus analytics categories across a six-month engagement. The output modeled $33,000 in annual savings for every 1% reduction in self-serve and repeat calls, with hold-time and knowledge-gap drivers mapped by team. Program tenure past ten years.
Captive auto finance, end-of-lease and end-of-warranty portfolios
End-of-term renewals running below industry baseline on a program staffed by generalist outbound agents. Etech replaced the team with tenured retention specialists, rewrote the price-objection playbook through QEval-driven coaching, and pre-qualified the outbound list with Voice AI consent capture. Zero TCPA violations across the full migration. The program moved to Etech as the exclusive outbound partner.
Run. See. Build. Applied to automotive.
Most automotive BPOs offer one of these. A few offer two. The value of the full stack lives in the handoff: process findings that flow into workflow redesign, workflow redesign that flows into Voice AI and automation, automation that protects tenured-agent capacity for the recall, the goodwill call, and the retention save.
OEM consumer care, dealer support, warranty intake, recall response, service scheduling, captive finance collections, retention, and connected-vehicle support. Direct accountability for hiring, training, tenure, ramp, and throughput. Servant-leadership management model. Dedicated pods, not rotated shared floors.
QEval 100% interaction coverage. CSI, NPS, and retention targets scored call by call. Champion and Challenger script performance side by side. TCPA deviations, FTC Safeguards Rule exposure, and CCPA rights signals flagged automatically and routed to workflow.
ETSLabs. 250+ engineers. Proprietary LLM. Voice AI in production for warranty status, service scheduling, recall response, and connected-vehicle support. 30 to 90 day deploy. Zero vendor lock-in. The IP built for your program belongs to your program.
Automotive-grade delivery footprint
Captive finance collections, recall response, and dealer-principal escalations default to US onshore. Nearshore absorbs steady-state service scheduling and warranty status. Offshore carries back-office, document processing, and 24/7 coverage under SOC 2 attested controls with FTC Safeguards Rule vendor-monitoring discipline.
US onshore headquarters
Dealer-facing and OEM consumer care. 2,400+ seats. Anchor delivery for recall response, captive finance collections, and regulated programs requiring US-resident staff under FTC Safeguards Rule scope.
Nearshore
English-first nearshore delivery for service scheduling, warranty status, and Tier 1 customer care in US time zones. VDI-secured dealer support on nearshore scope.
Offshore and AI lab
24/7/365 back-office claim processing, document AI for warranty adjudication, and ETSLabs engineering. SOC 2 attested controls, FTC Safeguards Rule vendor monitoring, and continuous CCPA and CPRA workflow enforcement.
Continuity is an operating choice
The automotive BPO category has moved through platform consolidation, offshore margin compression, and private-equity roll-ups in rapid succession. Each cycle changed the people running the program. Each change reset continuity, re-trained on DMS and warranty admin systems, and broke the trust bank with the customer on the service drive. Etech is privately held, founder-led, and has carried the same compliance record since 2003. Multiple automotive programs are past year ten.
Speak with an automotive operations lead
Recall readiness scorecard. Dealer and consumer queue audit. QEval CSI and QA coverage review. Voice AI intent map for warranty status, service scheduling, and payment. An automotive operations lead, not a sales coordinator, will walk through your numbers and send a concrete point of view inside one business day.
