Hang Up Those Desk Phones to Maximize BDC ROI

You invested in your agents and in the BDC model. But without the proper tools, you’re limiting their success, the customer experience, and your bottom line. What are the remedies?

Implement a contact management system

Systems on the market today turn your BDC into a true call center with an automated dialer that eliminates manual tasks, real-time reporting, and visibility into every aspect of your operation. And it’s not just the phone. The best systems give a holistic view of text and email activity to seamlessly manage every customer touchpoint so your managers know when to jump in and help.

Track and measure employee engagement.

Working in a call center answering phones and reaching out to customers all day is not an easy job. It’s no wonder the average turnover rate is 30 to 40 percent. Investing in employee training and keeping a close eye on employee engagement is a great way to avoid burnout. A system that tracks how an agent is performing can alert you to training opportunities before the agent becomes demoralized and quits. Proper training also leads to more success, which leads to bonuses, which leads to happier employees who want to work for you.

Set benchmarks for success.

The abilility to track all activity allows you to set benchmarks that matter to your dealership. For example, you can measure customer loyalty by tracking how many buyers are coming back for service. Or track conversion rate to know for a fact which type of marketing campaigns are working best for your business. Or track CP dollars based on customer show rate. When you know your benchmarks and can track milestones you can implement the right processes to get your business where you want it to be.

It’s time to hang up those desk phones and invest in software to help you measure what matters. After all, you’ve invested in your agents. That cost will pay off in higher ROI only if you give them the tools and training to be successful.