A metrics-based pay plan transformed this BDC by focusing on scheduled appointments, outbound calls, and agent behaviors—fueling measurable growth.
BDC Strategy & Process
In the automotive world, a BDC (Business Development Center) is often the first voice a customer hears. And as Kim, BDC leader at Joe Cooper Auto Group, makes clear: “I didn’t want us to just be a call center, I wanted us to be different. I wanted an elite BDC experience.”
BDC agent training is evolving fast, and the top-performing managers know it. Traditional onboarding and “set it and forget it” coaching are being replaced by dynamic, continuous strategies that improve agent performance, boost morale, and drive dealership success. In today’s competitive automotive landscape, BDC manager strategies must adapt if they want to build teams that not only survive but thrive.
Here’s how the best in the business are reimagining automotive BDC training for the modern era:
Service BDC relationships are the secret weapon many dealerships are using to boost loyalty and drive long-term revenue. While much of the focus in automotive BDCs has traditionally been on sales leads, the service side offers an incredible opportunity to build deeper, more meaningful customer relationships. With the right service BDC strategies, your dealership can turn a simple oil change appointment into a customer for life.
Here’s how the top dealerships are using their service BDCs to move beyond appointments and build loyalty that lasts.
BDC training in 2025 is more than just onboarding—it’s strategic, tech-driven, and designed to improve productivity. Learn how dealerships are using AI tools, bite-sized learning, and certification programs to level up their BDC and service reps.
Kim Grubb, Fixed Ops BDC Director at Cooper Auto Group, shares how Volie’s BDC 20 Group helped her revamp pay plans, collaborate with peers, and increase productivity by 30%.
BDC success metrics are changing—and fast. Thanks to AI call intelligence tools like Volie’s Pulse, top dealerships are moving beyond basic reports and surface-level KPIs. Instead, they’re tapping into deeper, more actionable insights that redefine what success looks like in the modern automotive BDC. If your team is still measuring success the old-fashioned way, you might be missing major opportunities to improve performance, customer satisfaction, and revenue.
Here’s how AI is reshaping automotive BDC metrics—and why it matters for your dealership’s future.
In a dealership’s Business Development Center (BDC), agent productivity directly impacts revenue, customer experience, and operational efficiency. If your agents are not spending their time effectively, it results in lost opportunities, lower appointment conversion rates, and frustrated customers.
The Niello Company, a legacy auto group in Sacramento, California, successfully launched a centralized service BDC with Volie, improving efficiency and customer experience across its 10 dealership rooftops and body shop. Representing luxury brands such as Porsche, Audi, BMW, Jaguar Land Rover, Volvo, Acura, and Volkswagen, Niello recognized the need to centralize service operations for better call management, appointment scheduling, and overall customer service.
When a customer calls your dealership, they expect quick and helpful service. Managing BDC dropped calls is essential for improving customer satisfaction and retention. A high BDC drop rate means missed opportunities and lost revenue. By optimizing BDC inbound calls and following up with BDC outbound calls, dealerships can improve response times, reduce lost leads, and increase service appointments. This blog explores how monitoring dropped calls can help your dealership boost customer loyalty and business growth.
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This site is protected by reCAPTCHA and the Google Privacy Policy and
Terms of Service apply.