Volie Rally

In this Volie Rally episode, Scott hosts Tully and Karl from the Niello Group to discuss how customer loyalty is built in the BDC, not the showroom. Tully explains that the BDC’s role is to drive customer retention through personal, caring outreach-calling customers 10–12 months after service to schedule their next visit, achieving answer rates above 80% and conversion rates exceeding 90%. Karl describes managing a small but highly effective team of 12 agents across 11 dealerships, emphasizing culture, teamwork, and creating a positive customer experience from the first call.

From training horses to leading in the automotive industry, Lucinda Stanley brings a wealth of experience and passion to her new role as an SDR at Volie. In this Volie Rally episode, she shares her journey, her perspective as a former Volie user, and why she believes so strongly in the platform. Plus, don’t miss the special appearance from her cat, Dirty Harry Catlahan, making his debut as Volie Rally’s first feline guest star!

In this episode of Volie Rally, we sit down with Tom Morin from Toyota and Subaru of Morristown to explore how his dealership has built a true culture of hustle and efficiency. From implementing two-man express teams that cut oil change times in half, to adopting cutting-edge technology like Sky Vision and UVI that streamline processes and boost sales, Tom shares how his team consistently delivers outstanding results. We also dive into how he motivates employees, reduces turnover, and creates an environment where speed, precision, and customer satisfaction come together. If you want to see what operational excellence looks like in action, this is a must-watch.

In this episode of Volie Rally, Scott sits down with longtime friend Shane Storey, Service BDC Manager at Toyota of Runnemede, to discuss how the dealership transformed its BDC operations. Shane shares how his team went from handling only inbound calls to building a strong outbound strategy—making over 200 calls a day, achieving a 2.9% inbound drop rate, and scheduling over 500 appointments in a single month.

They dive into training, pacing, pay plans, and how leveraging Volie’s data helps the team staff smarter, boost conversions, and keep promises to their customers. Shane also highlights the wins they’ve seen in recall campaigns, Toyota loyalty engagement metrics, and year-over-year CP growth.

If you want to hear how a well-run dealership took its BDC performance to the next level, this episode is packed with insights and best practices you can apply today.

In this episode of Volie Rally, Scott sits down with Dave Spannhake from Reunion Marketing to explore the shift from traditional SEO to Generative Engine Optimization (GEO). Dave breaks down how tools like ChatGPT, Gemini, and Perplexity are reshaping the way consumers decide where to buy cars, and what that means for dealerships moving forward.

They discuss the evolution of SEO, why GEO is the next frontier, how generative engines pull from reviews and reputation sites, and the growing importance of managing your online presence across multiple platforms. Dave also shares practical advice for dealers on working with agencies and making long-term GEO investments.

To learn more or connect with Dave, visit ReunionMarketing.com
or reach out directly via LinkedIn.

Three years after their last conversation, Jake Davis sits down with Rebekah Johnson, Founder of Numeracle, to tackle one of the biggest issues facing dealerships today: Spam call labeling. Dealers are investing time, money, and effort into customer outreach, only to have their legitimate calls flagged as spam.

In this episode, Rebekah breaks down how we got here, why carriers’ algorithms get it wrong, and the misconceptions around “quick fixes” like number swapping or free registry sites. Most importantly, she explains how Volie and Numeracle partner through Dealer Identity to protect dealers’ phone numbers, monitor for issues, and restore trust in their calls.

In this episode of Volie Rally, Scott Davis speaks with James Klaus, founder and president of Loon Advertising, about how dealerships can strategically leverage streaming TV to drive sales, service, and brand awareness. James shares best practices for building campaigns around specific business objectives, the importance of using first-party data for precise targeting, and how to evaluate providers for transparency and direct inventory access. The discussion also covers common mistakes that lead to wasted spend, the role of proper metrics and attribution, and what a comprehensive onboarding process should look like. Whether you’re new to streaming TV advertising or looking to refine your current approach, this conversation offers actionable insights to help you maximize return on investment.

In this episode of Volie Rally, Jake Davis sits down with Hannah Herd, BDC Manager at The Tony Group in Hawaii, to talk about how Pulse by Volie has changed the way her team approaches call quality assurance. Before Pulse, reviewing calls could take up to 30 minutes each, making it hard to coach in real time or address guest concerns quickly. Now, with instant transcriptions, sentiment filters, and flagged calls, Hannah can identify issues faster, provide targeted coaching, and recover guest relationships almost immediately. She explains how these tools have improved first-call resolution, strengthened collaboration across departments, and built a more confident, proactive team. From catching a recall misunderstanding before it cost a customer to creating more effective training sessions, Hannah’s story is a clear example of how Pulse delivers measurable results and elevates the customer experience.

In this Volie Rally, compliance attorney, Josh Stevens, breaks down the legal challenges of using AI for outbound communications, especially voice calls. He explains that while inbound AI is generally safe, outbound AI voice calls are heavily regulated under the TCPA and often require prior express written consent, specific disclosures, and interactive opt-out mechanisms. State-level laws add further complexity, making the use of AI voices in marketing campaigns largely impractical for most dealers. The conversation also touches on SMS rules, which are slightly more flexible but still require consent and DNC list management. With consumer sentiment and regulations tightening, this discussion offers essential insights for anyone considering AI in their outbound strategy.

In this episode of Volie Rally, Savanna Murphy- Service BDC Manager at Perrin Automotive joins us to share her transformative journey through Volie’s Manager Certification Course. Building on insights from creator Katie Miller in the previous episode, Savanna discusses how the program reshaped her coaching methods, improved her leadership confidence, and boosted key metrics like her capture rate from 10–20% to 25–30%. She highlights the power of culture, DISC assessments, peer collaboration, and weekly one-on-ones in creating a high-performing, open team environment. Whether you’re new to management or a seasoned leader, this episode reveals practical takeaways that can elevate your team’s performance and morale.