Outsourced BDC Services
A few years back, I worked for a startup company that offered outsourced BDC services. As the description implies, we would do all of the phone calls, follow up, and appointment setting for dealers nationwide. It was a great idea in theory, I believe. The problem was getting feedback from the dealers on which customers showed for their appointments.
My question for you: Do you think that the BDC needs to be on site in order to provide adequate assistance? Would you consider outsourcing your BDC?
Replies to This Discussion
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Permalink Reply by Stan Sher on
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On site all day long. It needs to be managed full time and there needs to be on site communication at all times.
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Permalink Reply by Katie Colihan on
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For quite some time, I disagreed with you. I feel like the company that we had started was a brilliant idea, but as time went on, it became more and more difficult to get salesmen to treat us as "part of the team", letting us know when people would show, etc. Of course we did our own follow up calls to defeat the problem, but regardless.
But, in the same light, in 3 of the dealerships I've been involved with (employed with 2, consulted with 1), I found that sometimes, desklogs become top secret, and no one wants anyone to know who showed, and sold.
Of course, working in the sub prime industry, salesmen had a chip on their shoulder because some people who were brought in just couldn't get done.
Ah, just a little rant. Thanks for letting me ramble ;)
Stan Sher said:On site all day long. It needs to be managed full time and there needs to be on site communication at all times.
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Well it all depends on how it starts from the top. If everyone in the store uses the crm properly it just can work. It all depends on the setup of the store.
Katie Colihan said:
For quite some time, I disagreed with you. I feel like the company that we had started was a brilliant idea, but as time went on, it became more and more difficult to get salesmen to treat us as "part of the team", letting us know when people would show, etc. Of course we did our own follow up calls to defeat the problem, but regardless.
But, in the same light, in 3 of the dealerships I've been involved with (employed with 2, consulted with 1), I found that sometimes, desklogs become top secret, and no one wants anyone to know who showed, and sold.
Of course, working in the sub prime industry, salesmen had a chip on their shoulder because some people who were brought in just couldn't get done.
Ah, just a little rant. Thanks for letting me ramble ;)
Stan Sher said:On site all day long. It needs to be managed full time and there needs to be on site communication at all times.
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