In a dealership’s Business Development Center (BDC), agent productivity directly impacts revenue, customer experience, and operational efficiency. If your agents are not spending their time effectively, it results in lost opportunities, lower appointment conversion rates, and frustrated customers.
The Niello Company, a legacy auto group in Sacramento, California, successfully launched a centralized service BDC with Volie, improving efficiency and customer experience across its 10 dealership rooftops and body shop. Representing luxury brands such as Porsche, Audi, BMW, Jaguar Land Rover, Volvo, Acura, and Volkswagen, Niello recognized the need to centralize service operations for better call management, appointment scheduling, and overall customer service.
When a customer calls your dealership, they expect quick and helpful service. Managing BDC dropped calls is essential for improving customer satisfaction and retention. A high BDC drop rate means missed opportunities and lost revenue. By optimizing BDC inbound calls and following up with BDC outbound calls, dealerships can improve response times, reduce lost leads, and increase service appointments. This blog explores how monitoring dropped calls can help your dealership boost customer loyalty and business growth.
Your dealership’s Business Development Center (BDC) is the heartbeat of your service and sales pipeline. But without proper BDC workflow optimization, the entire operation can spiral into chaos, leading to missed leads, stressed agents, and frustrated customers.
Is your BDC underperforming? Learn how tracking the right BDC performance metrics can improve agent productivity, increase appointment show rates, and drive dealership revenue. Discover the 10 key metrics your team should monitor today.
BDC agents in an automotive service BDC environment face rejection every day. But here’s the thing: “no” doesn’t mean never—it often just means “not right now.” Understanding that difference can help increase appointment conversions and improve morale across your call center.
Voicemails are often overlooked in outbound campaigns, but they can be a game-changer for automotive BDCs. Many businesses hesitate to have their agents leave voicemails, assuming they won’t make a difference. However, the data tells a different story. Implementing a strategic voicemail approach can improve customer engagement, increase callbacks, and drive more service appointments.
Recent data from a two-year study compared a control group of service customers to those who were actively contacted and spoken to. The results? A 52% lift in business from those who received outbound communication. The data proves that doing nothing is not an option if you want to maximize your service revenue.
A poor BDC manager weakens processes, lowers employee morale, and causes inefficiencies that lead to unanswered calls, long wait times, lost business, and high employee turnover.
When customers call your dealership, they’re not just looking for information—they’re seeking help and connection. Whether they’re reaching out via BDC inbound calls to schedule an appointment or check service hours, or you’re making BDC outbound calls to follow up, […]
BDC Built To Drive—Not Drive You Crazy!
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