Data Behind Dropped Calls And The Impact On Your BDC

This is Volie Rally Episode #76. When customers call your dealership, they seek help—not frustration. High-performing BDCs answer the phones promptly and keep their promises, leading to satisfied customers and fewer missed opportunities.

Here are the key stats: High-functioning BDCs maintain a drop rate of 4-6%. Of those dropped calls, 59% will call back—but the rest might not, resulting in lost opportunities. Alarmingly, 69% of all dropped calls occur within the first 30 seconds, and the average hold time across dropped calls is 72 seconds.

 The takeaway? Don’t make your customers wait. Service is guaranteed, but it may not be with you. The most critical step in addressing dropped calls is to call them back quickly. Don’t let those connections slip away. Want more actionable insights and strategies to improve your BDC’s performance? Watch this video for the full breakdown.