Volie Rally

In this Volie Rally, Katie Miller from CS joins Summer to discuss the evolution and success of Volie’s Manager Certification Course. The 12-week course—designed to equip BDC managers with actionable leadership strategies, KPI knowledge, and practical tools—blends structured Zoom sessions, team collaboration, and self-paced assignments. Central to the program is the DISC assessment, which helps managers understand their communication and leadership styles, enhancing team engagement and operational effectiveness.

In this Volie Rally episode, Jake introduces Justin Davis, the youngest member of the Davis family to join Volie. Justin shares his journey from high school intern to junior developer, currently working full-time over the summer before starting college. He discusses his contributions to the Volie app, including modernizing pages and building features in the Communication Center like the customer opt-in/out table. Justin also reflects on the mentorship from his brother Sam and teammates like Antoine, Amanda, and Nick, as well as the strong, supportive culture at Volie. Tune in to hear how real-world experience at Volie is helping shape Justin’s personal and professional growth.

In this Volie Rally episode, Summer hosts a conversation with Kelly Bedrossian, freelance Brand Designer and Creative Consultant, about the “Three C’s” of brand integrity: Clarity, Consistency, and Creativity. Kelly explains that clarity helps create an emotional connection by defining what a brand is and isn’t. Volie excels in this with a strong, mission-driven identity. Consistency ensures that every brand touchpoint feels familiar and trustworthy, requiring ongoing training and internal brand “gatekeepers.” Creativity, often overlooked, drives innovation and keeps the brand relevant; Kelly encourages scheduling time for creative thinking across all departments. The episode wraps with practical tips and emphasizes that balancing all three C’s is key to sustaining and evolving a strong brand.

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.