Outsource It or Get Trained?

As a career trainer in the Auto Dealer world, I wanted to ask if Dealers or General Managers today would rather outsource your inbound phone calls for sales to a highly trained BDC or would they rather get the staff they have now trained by a Highly talented consultant? And why

Thanks in advance for your input,

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Permalink Reply by Katie Colihan on March 1, 2011 at 10:00pm

I have two answers here, which is basically a cop out, I know.

1) I used to work for Car-Appoint.com, which was a company that did outsourced BDC work. We had amazing scripts, a great business model, and I feel we had some of the best salespeople on the phones selling appointments. As far as I know, right now, at this very moment, there aren't too many outsourced BDCs that I find to be impressive, and I've done some shopping because even though CA.com isn't around any longer, I like to see what others are doing (Of course, if there IS an outsourced BDC Manager that's hanging around dealerElite, then I'd love to see what they have going on)

There are great benefits of having an outsourced BDC including cost, and time saving aspects.

2) If you have the team that is open for training, train them. The Phone Up Ninjas, lead by Jerry Thibeau are awesome. I've listened to a lot of their test calls, and they're very close to the ideas we used when I was working with the BDC. Sometimes it's difficult to get people who are stuck on the same old method and don't want to change, to listen to someone else. Of course it's their money, they bonuses, etc. But you know the deal and how some folks are.

...if I had to choose one, based on my own knowledge right now and not being aware of any good BDCs (that I've heard of, anyway that compare to Jerry), I say get 'em trained. And that's what I tell any automotive dealers who ask me the same question you have here.