Volie Rally

Kim Grubb is back and breaks down the six essential elements that set their Business Development Center apart, delivering an elite experience for fixed operations customers. From an upbeat, sing-song greeting to banning the word “okay,” using power phrases, and consistently personalizing conversations with customer names, Kim emphasizes the importance of tone, gratitude, and communication accuracy. The conversation highlights how a polished start shapes the entire service experience, ending with genuine appreciation and confirmed details. If you want your BDC to stand out, this process is a blueprint for impactful customer calls.

In this Volie Rally episode, the team reflects on their journey to surpassing 1,000 rooftops, sharing pivotal moments and key lessons learned along the way. Scott highlights the shift to direct dealer sales, adapting during COVID by focusing on service BDCs, and the importance of in-store visits to ensure product-market fit. They emphasize making Volie complement, not replace, existing dealer processes and discuss cultural strengths like long-term decision-making without external financial pressures. The conversation also touches on the supportive and engaged customer base that has fueled Volie’s growth. Looking ahead, they aim to double agent productivity with AI and enhance dealership-wide communication and data-driven decision-making. The episode closes with gratitude for the community and excitement for Volie’s next chapter.

This week, CEO Scott Davis steps in as guest host to talk with Kim Grubb of Cooper Auto Group about how rethinking pay plans transformed her BDC team’s performance. Kim shares how shifting focus from simple appointment counts to scheduled appointments, outbound calls, and conversion quality, she boosted productivity by 30% and outbound performance by 50%—all without expanding her team. With smart incentives, team tiers, and a shared bonus pool, Kim created a high-retention, high-output culture that thrives on consistency, effort, and excellence. A must-watch for anyone managing BDCs or rethinking compensation strategy.

In this special episode of Volie Rally, Summer Perantoni guest-hosts a vibrant conversation with Cassie Crampton, Volie’s Director of Customer Success. Cassie shares her 15+ years of experience in customer success and 20 years in the automotive industry, revealing how her background helps drive meaningful change and innovation at Volie.

In this episode, we sit down with Kim Grubb from Cooper Auto Group—a true Volie superfan and one of the original members of the Volie 20 Group. Kim shares why she jumped at the chance to join this unique peer network focused on fixed operations, an area she believes is only going to keep growing in importance.

In a post-COVID world, how BDC teams operate has fundamentally changed, requiring a shift in how we approach training and support. This week, we spoke with Liza about what team leads can do to better guide their agents in an era focused on remote training. She emphasized the importance of allowing time for agents to adopt new policies and standards while leveraging tools like AI, which is becoming essential in the modern BDC. With resources available through Volie—such as Volie 15, training documents, campaign builders, and courses for managers and agents—teams can adapt more effectively. Volie’s Customer Success team is also available to help implement customized training processes that meet today’s evolving demands.

In this episode of Volie Rally, we talk with Tanlla Rodriguez, one of the BDC Managers at Bean Auto Group, about her experience in the recent Volie 20 group session. Tanlla reflects on how the group allowed her to connect with peers outside her market for the first time, share real BDC challenges, and walk away with actionable ideas—like turning TIS alerts into text campaigns.

“It was a great opportunity,” she says. Beyond gaining insights into the automotive BDC industry, she also formed lasting professional relationships. The connections she made through Volie became a valuable resource she didn’t have access to before. If you manage a BDC or work in dealership call center operations, this episode offers a fresh perspective on how peer collaboration can drive performance and innovation.

Big news from this week’s episode of Volie Rally! We’re launching a brand new live webinar series called “Volie 15”, starting May 8. Hosted by Jake Davis and Sadie Timmons, this bi-weekly show will spotlight new product launches and hidden features of the Volie platform — all in under 15 minutes.

Catch it live every other Thursday, and don’t worry if you miss it — replays will be available the next day on the Volie website.

Be on the lookout for signup information via email. We hope to see you there!

In this week’s Volie Rally, we had the opportunity to sit down with one of our own: Pearson Timmons. A friendly face for some of our viewers, Timmons was originally a member of the Customer Success department who has transitioned into a sales role. From reports and campaign assistance to pitching the product, there are not many people with more knowledge of what Volie has to offer. Because of his prior position, Pearson has the unique skill set to set him apart from other members of the sales world. Advice to others thinking of making the jump? Pearson says “Go for it!” and learn as much as you can to make the transition as smooth as can be. When you love what you sell, it is easy to be successful. Tune in to hear more from our universally adored Account Executive.

The Manager Certification Course, designed by Liza Martenson and Katie Miller, offers a comprehensive training experience for service BDC managers. Drawing from their extensive daily work with BDC managers, they aim to provide valuable resources beyond Volie platform guidance. The course, which requires a commitment of just 2 hours per week, covers key topics such as building a high-performance culture, communication strategies, campaign creation, KPI and performance optimization, as well as industry standards and Volie’s best practices.