A BDC that only does OUTBOUND calls?

I'm starting with a small sales BDC (only two people) and I'm hoping to expand over time but my GM will only let my BDC do out bound calls. So, that means no incoming calls and no internet pops!I'm hoping to 'wow' them enough with my talented reps that he will at least give us the incoming calls. I trying to figure out how to compensate them enough so that they'll stick around and be motivated to make outbound calls all day. Has anybody ever worked an only outbound BDC and what incentives did you offer them?

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Permalink Reply by Jessica Heusinkveld on March 19, 2013 at 12:55pm
I'm doing $5 per show and $25 for a sold. I set a 30 appointment set and 10 sold before they can start earning their cash incentives. Can outbound BDCs be successful for a dealership?
Permalink Reply by Mr. Natural on March 19, 2013 at 5:36pm

If I understand what you are saying, the answer is yes...I have run several outbound calls only internet BDC departments.  Let me ask you this: If you make an outbound call, and leave a message, can I assume that if they return your call, that call goes to you?  Is it only "blind" incoming calls that you cannot take?

If indeed you can only talk to people who's incoming calls are developed from your work with internet leads, then you are working "acres of diamonds"  If I have you right, I have been running departments that do only what you are talking about for years now. Let me know, and I will respond at length.

Permalink Reply by James Bunting on April 11, 2013 at 5:18pm

The biggest challenge for me in a similar situation was finding the right people. They do exist, but they are not necessarily the bevy of "middle aged women with pleasant voices" that a lot of BCD-building companies speak of. There is something gently demeaning and McDonalds-seeming about the hypothetcal makeup of most cookie cutter BDCs, and that is a recipe for mediocre results.

In truth, your BDC salesperson has to have all the sales instincts of a floor rep, and ten times the work ethic. Teach them to take pride in the fact that they are doing work that no one else at the organization can do, and set high expectations accordingly. Part of this involves getting the rest of the sales team involved and appreciative of the work that the BDC does for them. At my dealership, two of our former "BDC girls" are now top performers in F&I. They cut their teeth doing hard work that made them into excellent closers over the course of several years, and now they are living the American Dream. In other words: let them know that their hard work will pay off.

Permalink Reply by Jason Mickelson on April 11, 2013 at 9:00pm

Ms. Heusinkveld, did you say they have to set 30 and have 10 sold or they only get their hourly compensation?

Permalink Reply by Richard Robbins on May 9, 2013 at 4:06pm

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Permalink Reply by Richard Robbins on May 28, 2013 at 12:09pm

I am sure you have considered installing your own BDC in your dealership, but let me show why you may want to reconsider…. I can use my 160 automotive industry trained reps and my company’s 20+ years’ experience OR you can hire, train, manage, fire, train, hire again…..you get my point right?! Here is a list of typical responsibilities of a BDC…

Now, let’s look at the typical tasks of a BDC:

• Handle incoming sales calls.

• Follow up with unsold showroom customers.

• Be responsible for equity and other promotional calls.

• Administer targeted e-mail campaigns and e-newsletters.

• Build fleet business.

• Handle lease returns and renewals, including all related phone, mail and e-mail communications.

• Handle Internet leads and appointment setting.

• Conduct parts and service retention marketing.

• Conduct internal CSI calls and e-mails.

• Resolve all parts and service-related issues within pre-determined parameters.

• Monitor and manage dealer reputation issues.

• Turn over deals that involve Internet customers.

• Provide updated market pricing data to management and staff.

Should I go on? Now, here are a couple of reasons a BDC fails:

• It wasn’t staffed correctly.

• Functions and desired outcomes were never properly defined.

• You deem the job as entry level, pay entry-level wages and hire entry-level talent.

• No one on the BDC staff is empowered.

• There is little to no investment in training.

• Success hinges on one person.

 

Call me today to schedule a 20 minute presentation online to hear more!

****One more thing installing your own BDC requires is FTC/FCC compliance training due to new outbound call laws that take effect In October 2013

Permalink Reply by Big Tom LaPointe on June 10, 2013 at 2:03pm

really? hey boss, I changed my mind. you don't need me or my team. hire this vendor and i'll hit the bricks. how does that help? kind of spammy

Permalink Reply by Jay Anderson on June 8, 2013 at 11:31pm
I think that the ideal compensation, in addition to the hourly wage, should be a $10 spiff if the customer shows, and $25 if the appointment results in a sale. Your dealership should pull their heads out of their respective backsides! Your dealership is paying $15-$25 per Internet lead. Why not give you and your staff the same consideration? If your bdc is bringing in people.....the staff, and you, should be rewarded.
Permalink Reply by Big Tom LaPointe on June 10, 2013 at 2:01pm

I've seen $10/show and $30 per sale. you may also see about them working low-probability leads - autotrader trade in marketplace comes to mind.

Permalink Reply by Shaun Weissman on June 17, 2013 at 1:42pm

Jessica - I've been running a BDC for over 10 years with 21+ people! It's all about the pay plan. You can make a great living sticking SOLELY to outbound calls. Actually at times it is easier to stick to outbound only as you can truely drive new business to the dealership and show your true worth. I would do a couple of incentives...First...I would pay them on the appointment show and sold BUT I would pay more on the show than the sold. The BDC can't control if a customer purchases a vehicle so why discourage them or put them in a position where they can "pick a fight" with the salesperson. Make them want to get people into the showroom and compensate them as such....

I would also do other incentives such as a room bonus if they can hit a total sold objective..I would do a fast start for shows to make them drive people into the showroom the first few days of the month...

Those are just some to start but use this as an opportunity to really mine your database and increase sales. 

Permalink Reply by David Pinheiro on July 9, 2013 at 12:02pm

We have a BDC that handles inbound and outbound calls. They are all recorded through CallSource for coaching purposes. Our BDC personel are paid hourly plus an incentive as relates to the number of appointments that are kept. We have increased our appointments by around 50% as of this year.

Permalink Reply by Anthony Bartoli on July 27, 2013 at 11:29am

Based on your pay plans I see, what are your BDC reps averaging a month?  I have set up our BDC based on hourly, plus $30 show and volume bonuses since they do not have any control over the sale portion.  Appointments have definitely increased with that kind of focus.  However, I want to see if the payplan is on the right compensation for the position.  Outbound calls only. 

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