Your BDC is a call center; you should use technology to manage it.
During the past 20 years the cost of a BDC agent has more than doubled, while the dealer’s BDC productivity has yet to improve. Not only is it hard to staff a BDC in today’s market, but the complexity of the dealership has also increased dramatically during this time. This complexity makes the lack of productivity gains even more glaring. Most dealers still run their BDCs with desk phones, click-to-call, and spreadsheets.
Forward-thinking dealers have installed call center software to integrate with their CRM, DMS, and OEM lists to improve productivity and manage the most expensive part of their BDCs, their agents.
Here are six benefits to adding automotive call center software to your dealership.
When agents work 100% of the time in a dialer, 100% of their time is visible. Accountability is not possible on a desk phone. The simple dashboards and reports will give real-time feedback on how the day is going. It is easy to lose track of time in between tasks when your time isn’t monitored. When using our software, we routinely see agents double their time spent on phones talking with customers.
Having call center software allows dealers to serve each inbound or outbound call with scripts. The calls are recorded, and many platforms also transcribe them using AI to alert them to good or alarming phone calls. Putting processes in place for each call and then having the subsequent checks on the back-end allows dealers to improve how the dealership is seen in the community by how it answers and makes phone calls.
There are several reasons why dealers’ CSI scores improve when using technology. First, all calls are recorded, and managers can listen and coach agents easily with the right software. Secondly, managing inbound business becomes much easier with the right software. Good software allows dealers to manage and improve their drop rate, enabling them to call back the people they have missed. Many dealers we work with had yet to learn how they were doing with the customers trying to do business with them. With the right technology, they quickly realized they had problems answering the phone and were able to make quick adjustments.
Simply put, you can do more with less. Your typical dealer will manage their inbound business better, making up to 9X more outbound attempts when using software instead of desk phones. Fewer agents are needed and as wages continue to rise, this will only be more critical.
Blended technology allows agents to attempt outbound calling when not on an inbound call. The great benefit here is that outbound calls are prioritized based on the campaigns that the manager sets. And, in a modern dialer, subsequent attempts on a record are automatically served back up. Using a desk phone with a spreadsheet makes this impossible. Outbound calls grow customer pay. Growing customer pay will be vital in the coming years.
A good call center platform will allow agents to seamlessly communicate with customers in the manner they want, whether it is a call, email, or SMS. Using an omni-channel approach improves productivity and allows your agents to reach out and communicate based on customer preference.
Please contact us at volie.com to schedule a demo or if we can answer any questions or help you in any way.
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