This is the 2nd article in the series Manage Your BDC like a Call Center:
As call volume increases you will find that your basic phone system is quickly becoming a major source of profit leakage. How can you measure profit leakage in a BDC without a more modern phone system? Call the dealership yourself once a day asking the common questions your customer ask everyday. You should also take a look at how many inbound calls came in versus being logged. If you are using tracked local and toll free numbers on all of your customer facing marketing and communication you can make an effort to listen to these calls. Keep in mind there is something wrong with nearly every call you will hear, so try not to over-react. Unfortunately it is going to be very hard as it will lack the tracking capability some very basic phone systems can.
So, is there a better way to handle calls then every phone in the department ringing at once until someone grabs a phone...yes and its called automatic call distribution or an ACD.
Technology makes this inspection very easy. Your phone tracking and reporting infrastructure needs to be 100% custom to your business. The metrics in this article are for phone systems with an ACD. This type of phone system delivers calls to agents based on logic and availability. So what is and ACD and what makes is so much better? An ACD is software and hardware that is installed locally or hosted remotely designed to handle all of your incoming calls by distributing them in a more controlled streamline way. The software allows for separate rules for different types of calls as well as situations. Here are a few examples.
These are 3 examples out of 100s of ways an ACD with advanced bdc phone metrics can drive efficiencies for your team. Dealers are spending a large portion of their money on getting the phones to ring, yet very little on the phones themselves. With an ACD let's learn how we can review performance on a whole new level with advanced bdc phone metrics:
Next up I will discuss go over how your reporting and feature needs should drive your next phone system purchase or you can get a sneak peek here
Other articles is this series:
When does a BDC become a Call Center | Managing Your BDC Like a Cal...
Jon Berna - Driven Data Consulting - http://drivendataconsulting.com/
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