BDC Strategy & Process

Automotive call centers have become an essential part of modern-day dealership operations. With the rise of customer-centricity, dealerships are focusing more on customer satisfaction and experience, and automotive call centers to play a vital role in achieving this objective. However, […]

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 […]

The cost of BDC agents has doubled in the past 20 years. On top of this, sourcing these agents have become much more difficult. The stakes are much higher these days to ensure that your agents are productive and represent […]

BDC pay plans exist to drive the right behavior. Tie pay plans to quality, effectiveness, efficiency, and attendance, and you reward agents for outcomes directly influenced by their actions. Agents will be motivated to do their jobs better, and you’re ROI will climb.

With careful attention to hiring, compensation, and onboarding, you can cultivate a great BDC team to supercharge business development. Focus on a supportive environment, competitive compensation, and practical tools to help agents be more productive and effective, for a well-oiled and profitable BDC.

You walk through your BDC and things are humming. There’s activity at every desk and every agent seems to be engaged. You’re pleased. Then you return to your office and realize you have no way to measure what your BDC […]

Old habits die hard in the auto industry. Yet, the pandemic has revealed that change born of necessity can be a blessing in disguise. Dealers who formerly did not embrace digital retailing tools, for example, accelerated adoption last year, and […]

Drivers are holding onto older cars. The average age of vehicles on the road today is a geriatric 12 years, according to Car and Driver Magazine. The pandemic, the resulting economic uncertainty, and manufacturer shut-downs that made new vehicles scare […]

Marketing and lead-generating activities take tons of time and money. Unless you automate them. Marketing automation can increase sales by as much as 33 percent, according to an article in the Harvard Business Review. Chalk those results up to the […]

Implementing a BDC at your dealership is a proven way to maintain control of leads and processes. However, too many BDC’s underperform or even break-down completely due to a fatal mistake: a poor BDC manager. Poor managerial skills lead to […]