This is the 3rd article in the series Manage Your BDC like a Call Center:

The decision of what type of phone system to secure for your department requires an understanding of the options and features available. This article will present the current options as well as define the reporting needs that are essential for dialing in your department. The reporting capabilities of phone systems contain vast differences. I will cover some of these and shed some light on how you may not need a overly expensive solution and still get all you will need for years to come. Nearly all of your telephony costs are up front however your improved consumer experience will continue to get better as you drive efficiencies. After you review the features review how you can leverage your new found data in the section near the bottom.

Here is a list of common features your BDC will need:

1. DID Phones (Direct Inward Dialing): Unique numbers for each agent. Additional this will be used for the ACD Groups. DID banks are very inexpensive and can be purchased directly from the telephone company. Costs are usually around $100-200 per hundred
2. Call Conferencing: An absolute must so BDC agent can connect customer with sales staff while still maintaining 100% accountability for customer service
3. Unlimited Toll Free and Local Tracking Numbers:  Can be from any provider as long as they allow for self provisioning and the ability to http post call log information to your CRM
4. Inbound Caller ID with Call Source Software: Think of Caller ID on steroids. This will display the name, phone number, location and ad source of each caller. It will be displayed on the agents computer while the phone is ringing so the agent is ready to answer correctly
5. Local SQL Database: This will contain all call records inbound, internal and outbound. This data source will allow for the creation of 100% customized reporting as outlined below
6. ACD Hardware and Software: User Interface will allow for the complete customization of call flow and sequencing
7. ACD Queue Software: To manage the agent login access, call routing and agent dis-positioning
8. ACD Queue Real-Time Monitor: Potentially included in ACD Queue Software. This will show number of active calls, waiting calls, available and not available agents
9. Noise Cancelling Headsets: This will eliminate the surrounding conversation noise
10. Off Hours Voice mail: Allows for specific messaging with department hours and that you will be calling the customer back first thing in the AM
11. CRM with http Post Call Track Integration: Required so all inbound call information is automatically captured in the CRM for 100% logging of traffic
12. Unified Messaging with Notifications This will alert managers and agents of phone calls, voice mails via text or email. Also will display all internal calls on the agents computers

*I did not include 'Predictive Dialers' as this deserves a section all to itself. As a note, if setup correctly this can be a game changer in increasing your outbound efforts. This is provided you use it modestly.

With an ACD and the correct surrounding BDC Phone Systems and Reporting you can now correctly staff your BDC based on data instead of guess work. Here's how...

The 6 metrics below are all pulled directly from the call data in reports that should be very easy to pull on-demand. The first metric you need to understand is setting your Service Level Agreement (SLA). This is a stated benchmark of anticipated performance. For example 90% of your calls being answered in 20 seconds or less. To figure this out you sum the number of calls with a ring time under 20 seconds divided by the total number of calls. If you fall below this target you are either under-staffed or inefficient. You can determine your efficiency by reviewing your call center occupancy. This percentage can be expressed at an individual level but is more commonly used to review the entire department. This number is the total time on the phone and doing after call work divided by the time staffed. If your under your SLA and have high occupancy you are most likely understaffed.

The other factors that can hurt your SLA are high Average Handle Times (AHT) and aggressive outbound dialing. Your BDC is what is called a blended call center meaning it both takes and makes calls (versus inbound-only or outbound-only). Every time and agent dials out it makes them unavailable. Since there are gaps between calls usually this isn't a problem. However when 2 agents are on break, 1 is sick and 3 are at lunch you have to be careful not to overdo it.

These 6 metrics are the driving force behind both daily and long term strategic planning. Having these at your disposal affords a BDC Director or eCommerce Director the intelligence they need to move the needle forward. If a regular BDC runs at 60% effectiveness a well run Call Center BDC will run in the mid 90%s.

Next up, I will dive into how call routing impacts customer service with tips how you can route calls more effectively in your dealership. Go to BDC Call Routing Done Right 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...

Advanced BDC Phone Metrics | Managing Your BDC Like a Call Center 2...

Jon Berna - Driven Data Consulting - http://drivendataconsulting.com/