BDC Strategy & Process

Call center performance management is a critical component of operational success. As customer expectations continue to rise, organizations must continuously refine their processes, train and develop their agents, and stay ahead of the competition. Call centers are the frontline of […]

Running a successful dealership requires great cars, great service, and an outstanding customer experience. At the heart of this experience are your Business Development Center (BDC) agents, who manage high call volumes and meet rising customer expectations. However, the increasing […]

In the ever-evolving customer service landscape, call blending has emerged as a powerful strategy to enhance customer and BDC agent experiences. But what exactly is blended calling, and why is it considered a good idea? Understanding Call Blending Call blending […]

An efficient and successful Business Development Center (BDC) is critical for optimizing dealership profitability in the fast-paced car sales and service world. A well-managed BDC may improve customer engagement, schedule more service appointments, create quality leads, and boost revenue. In […]

In the highly competitive automotive sector, increasing the efficiency of your Business Development Center (BDC) is critical for success. A well-managed BDC may greatly increase lead production, customer engagement, and overall dealership profitability. In this article, we will look at […]

Building a successful Business Development Center (BDC) can be a game-changer for your dealership. Steering clear of common pitfalls, however, is equally critical. As you structure your BDC, avoid these five common mistakes that hamper your growth and profitability. Relying […]

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.