The Costly Mistake of Hiring the Wrong BDC Manager

Building a successful Business Development Center (BDC) is crucial for managing leads, improving customer engagement, and increasing revenue. Yet, many dealerships see their BDCs struggle or fail entirely due to one critical mistake: hiring the wrong BDC manager.

A poor BDC manager weakens processes, lowers employee morale, and causes inefficiencies that lead to unanswered calls, long wait times, lost business, and high employee turnover.

The good news? With the right hiring strategy and operational support, you can ensure your BDC thrives. Here’s how:

Hire a True Leader, Not Just a Manager

Don’t restrict your search to candidates with automotive experience. The right leadership qualities matter more than industry knowledge. Skills like integrity, adaptability, tenacity, and self-motivation are key indicators of a great BDC leader.

What Makes a Great BDC Manager?

• Excellent Communication Skills – A Gallup study found that employees leave managers, not companies. Clear and consistent communication is a must.
• Proven Leadership Experience – Ask candidates to provide real examples of how they have led teams, improved performance, and retained employees.
• Ability to Reduce Turnover – The average call center turnover rate is 30–45%. A strong manager keeps your agents engaged, reducing costly churn.

Before hiring, create a list of must-have leadership traits and structure interview questions around these qualities. You need a leader who motivates and inspires, not just someone to delegate tasks.

Set Your BDC Manager Up for Success

Even the best BDC manager will struggle without proper support. Ensure your sales and service managers understand the BDC’s role and collaborate in setting up seamless inbound and outbound call processes.

Provide the Right Technology

A modern BDC needs software that integrates with your DMS, centralizes data, and automates campaigns. The system should track key metrics like:

• Agent Productivity –      Measure talk time, call volume, and follow-ups.
• Conversion Rates – Track appointments set and closed deals.
• Drop Rates & Call Backs – Identify opportunities to improve efficiency.

These analytics help structure commission and bonus plans accurately, keeping employees motivated and improving retention.

Invest in Training

Many contact management systems include training during implementation—make sure you choose a vendor that supports your dealership’s processes rather than forcing a one-size-fits-all approach.

Ongoing coaching is just as important. Schedule weekly check-ins with agents to ensure they’re confident in their roles. Gradually, these sessions can become less frequent, but they’re vital for the first few months to build momentum and morale.

The Right Software Eliminates the Need for Outsourcing

Many dealerships believe that outsourcing is the only way to handle overflow calls and long-term lead follow-ups. However, with the right BDC software, your team can efficiently manage these tasks in-house—eliminating the need for third-party call centers.

Why Volie is the Ultimate BDC Solution

• Streamlines Call Management – Ensures every call is handled efficiently, reducing missed opportunities.
• Automates Follow-Ups – No lead is left behind with automated reminders and scheduling.
• Tracks Key Metrics in Real-Time – Gain insight into agent productivity, conversion rates, and missed opportunities.
• Integrates Seamlessly with Your DMS – Centralizes all customer data for improved efficiency and response time.

With Volie, your BDC agents have the tools to handle every call effectively, improving customer engagement and increasing revenue—all without outsourcing.

Conclusion: The Right BDC Manager Will Make or Break Your Success

Your BDC manager directly impacts customer experience, sales, and profitability. Don’t make the costly mistake of hiring the wrong person. Instead:

• Hire based on leadership traits, not just industry experience.
• Provide the right tools, training, and managerial support.
• Equip your team with Volie software to streamline operations and eliminate the need for outsourcing.

A well-led BDC with the right technology can be one of your dealership’s greatest assets. Make sure yours is set up for success.