To BDC or Not to BDC?
The Call Center/BDC/RMC focus in automotive seems to move in cycles...most recently a bit on the up swing.
Data shows that Call Centers are almost twice as likely to set appointments in sales and in service, than Sales Reps and Service Advisors. Add the value of the call going directly to the appropriate department, avoiding the dreaded Auto Attendant and Voice Mail black h***, and it would seem, that no matter the size of the store, to be an easy decision. Yet the majority of dealerships elect not to engage in this process--and those that do in Sales, often choose not to do so in Fixed Ops. My curiosity lies in the making of the decision not to create a culture of phone specialists for the profit centers in the dealership. What issues are at the base of the decision? Concerns around cost and lack of R.O.I.? Previous bad experience? I am not in the BDC business, and have no stake here, but I would like to be well versed from both sides to allow me to fairly make educated recommendations when asked... and from what I think I know, there is no good alternative to Phone Specialist. Eager to gain some perspective!
Data shows that Call Centers are almost twice as likely to set appointments in sales and in service, than Sales Reps and Service Advisors. Add the value of the call going directly to the appropriate department, avoiding the dreaded Auto Attendant and Voice Mail black h***, and it would seem, that no matter the size of the store, to be an easy decision. Yet the majority of dealerships elect not to engage in this process--and those that do in Sales, often choose not to do so in Fixed Ops. My curiosity lies in the making of the decision not to create a culture of phone specialists for the profit centers in the dealership. What issues are at the base of the decision? Concerns around cost and lack of R.O.I.? Previous bad experience? I am not in the BDC business, and have no stake here, but I would like to be well versed from both sides to allow me to fairly make educated recommendations when asked... and from what I think I know, there is no good alternative to Phone Specialist. Eager to gain some perspective!
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