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I've been involved in the Call Center business for 15yrs, and moved into automobile biz in Jan 2015, we launched our BDC in Feb 2015. I would agree that having the buy-in and sticking with the process, and not allowing your GM or GSM to attempt to change or tweak the processes. Proactive has a good process, but the most important key is finding the right reps that can manage the daily call volume requirements, and have the ability to have a conversation without sounding robotic or as if they are reading from a script. The right people make the difference, I would suggest that your initial candidate interview begin with telephone interview so you can get a feel for how your candidates sound over the phone, then move on to a face/face. The last and most important part to success includes active engagement, call observations and daily coaching to help your staff improve. Our first 2 mos was nothing but the learning process, and getting set-up and established, the 3rd month April is when we have finally taken off, granted we have a ways to go. We went from 45/57 and now 158 appoints and on track to hit 200 appoints for the month.