Declined service
Work recommended by a technician or advisor during a visit that the customer chose not to authorize at the time.
Declined services are the largest untapped revenue list in most service departments. The service BDC works them on a cadence with consent tracked. Because declined-service follow-up is a sales conversation, Alpha Drive assigns it to Live Assist agents rather than AI voice.
In practice
Every repair order with recommended work the customer said no to is a future service appointment. Common examples: brakes, tires, fluid services and filters flagged during a multi-point inspection. The list grows every day and is often never worked.
Working the list
Timing matters: a follow-up within a few weeks, framed around safety and the original recommendation, converts better than a generic promotion months later. Because these calls are sales calls in substance, they are best made by people.
Common questions
How soon should a dealership follow up on declined service?
Many dealers make the first follow-up within one to four weeks of the visit, then again before the next scheduled maintenance.
Who makes declined-service calls at Alpha Drive AI?
Live agents. Alpha Drive AI routes declined-service and other sales-angle outreach to its live BDC team rather than AI voice.
Also called: declined work, deferred service.
Read the chapter: Compliant outbound: AI + live agents →
Related terms
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