Mike, We just set up a Service BDC for our Buick GMC store. I'm not familiar with VW, do you know how your averages stack up with other like stores in your area?
Also are you looking at having them only set only on inbound calls or also try to create business for your service department based on relationship development of your current customer base?
Currently, the 2 people we hired are only making out bound calls on outstanding recalls and pre-paid maintenance. They will be doing service interval follow up starting next month and hopefully moving into taking overflow calls to set inbound appointments as well.They are paid much like my sales BDC with an hourly rate, commission by tiers levels for number of shown appointments (non retro with an increasing amount) and with each tier having an increasing bonus tied to percent of work (minimum standards) completed vs number of hours worked. They are paid as a team on shown appointments, the latter insures everyone pulls their own weight.
Greg, you had mentioned that service appointment setters should be off by 2 or 3. As you're with a phone vendor, do you have any research that shows the most productive times for service calls? I know that Mike is looking at more inbound appointments, however I' would like to see if there is a difference between in and out bound in regards to timeframe. This happens to be our current topic in setting up our new department. With outbound calls being our primary contact right now, I was thinking having 2 shifts so that the calls returned after customer were off work would be productive. There are various opinions inside our dealer and I'd like to see what you have found.
