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TEKS Solutions

Industry

Auto Dealership Outsourcing

TEKS provides bilingual customer communication and first-party payment follow-up for independent dealerships with agents dedicated to one client, working inside the dealer's CRM or DMS on the dealer's process, from the Monterrey metropolitan area on Central Standard Time. Dealerships and dealer groups lose deals to unanswered phones and unworked follow-up long before they lose them on price; the team covers inbound and outbound customer communication, insurance and documentation verification, and follow-up on in-house paper.

TEKS Solutions staffs customer service and insurance verification programs for auto dealership operations with bilingual agents dedicated to one client, working under that client's name and inside its systems, from an operations floor in the Monterrey metropolitan area that holds Central Standard Time all year, with contracting and account management through TEKS Solutions LLC in Arlington, Texas.

Who this is for: General managers and operators at independent dealerships and small dealer groups who need a business development and follow-up function without building an internal call center.

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A smiling woman in an orange vest holding a tablet beside a dark SUV outside a glass-fronted building

The pressure

Where the operation strains.

  1. 01Calls go to voicemail during the hours customers actually call
  2. 02Internet and phone leads are not worked past the first attempt
  3. 03Service and sales follow-up depends on whoever remembers
  4. 04Deal documentation and insurance verification sit until someone has a quiet afternoon
  5. 05Spanish-speaking buyers are routed to one person or lost to a competitor

The response

How a TEKS team takes it on.

  1. 01Inbound call answering and routing during your business hours, in English and Spanish
  2. 02Outbound lead follow-up on the cadence you set, logged in your CRM
  3. 03Appointment setting and confirmation for sales and service
  4. 04Insurance and documentation verification on delivered units
  5. 05Payment follow-up on in-house or dealer-financed paper, first-party under your name

Operating environment

The numbers behind the workload.

Federal and industry figures for this segment, each with the date it was checked against its source.

$542

Source 1

average monthly payment on a used-vehicle loan

2026 Q2 · Experian · Checked 2026-09-14

11.19%

Source 2

average APR on a used-vehicle loan

2026 Q2 · Experian · Checked 2026-09-14

$44,770

Source 3

median annual wage of a U.S. customer service representative

May 2025 · U.S. Bureau of Labor Statistics · Checked 2026-09-14

4.9%

Source 4

of consumers have a third-party collection on their credit report

2026 Q2 · Federal Reserve Bank of New York · Checked 2026-09-14

  1. 1, 2.Experian, State of the Automotive Finance Market (reported by Auto Remarketing), 2026 Q2. Checked 2026-09-14.
  2. 3.U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics, May 2025. Checked 2026-09-14.
  3. 4.Federal Reserve Bank of New York, Quarterly Report on Household Debt and Credit, 2026 Q2. Checked 2026-09-14.

In depth

What running this program actually involves.

The cost of a phone nobody answers

A dealership's inbound call is a customer who has already chosen to contact you. Missing it does not defer the sale — it routes the customer to whoever answers next. Yet the phone is the first thing to go unanswered when the floor is busy, because everyone on the floor is doing something that also matters.

Hiring for it is not cheap. The Bureau of Labor Statistics puts the median U.S. customer service representative at $44,770 a year in its May 2025 estimates, before payroll taxes, benefits, a seat and a supervisor — and every replacement hire repeats the recruiting and training cost; bilingual candidates are a smaller pool still. A dedicated bilingual team sized to your call pattern covers the hours without carrying that as permanent headcount.

Follow-up is a cadence, not an intention

Most dealerships have a follow-up process written down somewhere. What they lack is someone whose only job is to execute it on the day it is due — the second and third attempt on an internet lead, the service reminder, the post-delivery check-in, the paperwork a customer promised to bring back.

A dedicated team runs that cadence in your CRM, so your managers review outcomes rather than chase activity, and a lead that goes cold does so on the record rather than by accident.

Customers arrive under real payment pressure

Experian's second-quarter 2026 market report, via Auto Remarketing, puts the average used-vehicle loan at a $542 monthly payment and an 11.19% APR, and the Federal Reserve Bank of New York puts 4.9% of U.S. consumers holding a third-party collection account on their credit report in the same quarter. Your customer base is managing tight budgets, which shapes both the sales conversation and any follow-up on in-house paper.

That is an argument for tone and consistency rather than volume. A reminder before a due date, delivered in the customer's language by someone who knows the account, does more for a dealer-financed book than a louder call after the fact.

Where verification fits for a dealer

Insurance and documentation verification on delivered units is the administrative work that protects the deal after the customer drives away — confirming coverage names the right vehicle and lists you correctly, chasing the missing signature or proof of income, and recording the result where your office manager can see it.

It is low-glamour work with a direct cost when it is skipped, and it is well suited to a dedicated team because it is repetitive, rule-bound and time-sensitive.

Getting started

What the first ninety days look like.

Sized to this kind of operation. Each step has an owner on both sides and a written output.

  1. Step 1 · Week 1

    Discovery

    Call volume by hour, lead sources, CRM or DMS, follow-up cadence and what the team may say and promise.

  2. Step 2 · Week 1

    Program design

    Coverage hours, inbound routing rules, outbound cadence, appointment rules and escalation to your staff.

  3. Step 3 · Week 2

    Onboarding

    CRM access by role, scripts and objection guidance in English and Spanish, phone routing configured.

  4. Step 4 · ~2 weeks after onboarding

    Go-live

    We recommend inbound answering plus one outbound cadence first, with daily review of call handling and note quality.

  5. Step 5 · Month 2 onward

    Expand

    Add verification, service follow-up or payment reminders once answer rate and note quality hold.

Service lines

Programs dealers can run with TEKS.

Our recommendation: start with one function, prove the process, then expand.

Questions

Auto Dealerships programs, answered.

Can the team answer our phones during business hours?
Yes. Coverage is designed around your call pattern on U.S. Central hours, in English and Spanish, with routing and escalation rules you set. Agents work in your CRM or DMS so every call is logged where your managers already look.
Is TEKS a collection agency, or does it work under our name?
TEKS works under your name. Agents are a dedicated extension of your team, working inside your systems on your scripts, so your dealership remains the creditor and keeps the customer relationship; TEKS does not take placements in its own name. Whether a specific engagement is classified as first-party servicing or third-party collection under the FDCPA depends on its structure and is determined with your counsel. TEKS runs every program to Regulation F standards regardless of classification.
Will the team follow our sales process?
The team executes the scripts, cadence and rules you approve, and escalates anything outside them. Pricing, negotiation and any commitment you have not authorized stay with your staff.
Do you handle Spanish-speaking customers?
Every team is bilingual by default, so Spanish-speaking customers get the same coverage and the same follow-up cadence rather than waiting for a specific employee.
What should a dealership program start with?
We recommend inbound answering plus one outbound cadence — internet-lead follow-up or appointment confirmation — because both are measurable within weeks. Verification, service follow-up and payment reminders are added once answer rate and note quality hold.
How do we measure whether it is working?
Answer rate and speed to answer during your peak hours, attempts completed per lead against the agreed cadence, appointments set and kept, and note completeness in your CRM — reported daily through launch and weekly afterward.

Programs by service

Programs written for auto dealerships.

Where a service line runs differently for this kind of operation, it has its own page: the queue, the cadence, the reporting and the rules specific to it.

Further reading

The guides behind this page.

Operator guides from the TEKS resource library, each with its figures sourced and dated.

Classification

First-party, under your name.

Whether a specific engagement is classified as first-party servicing or third-party collection under the FDCPA depends on its structure and is determined with your counsel. TEKS runs every program to Regulation F standards regardless of classification.

The operating standards each program is held to are listed on the collections support page.

Next step

Talk to TEKS about your auto dealership operation.

A discovery call maps your workflow, systems and coverage needs. You get a straight answer on fit and a tailored proposal.

Book a consultationCall +1 (682) 243-5599

We typically respond within one business hour during business hours.

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