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Stop Multitasking in the BDC

Chris Vitale

Full Sticker
Jul 7, 2016
60
78
First Name
Chris
There are many opinions on whether or not one can truly multitask. However, those who have worked at the dealer level in a BDC – multitasking is a quintessential part of the job, isn’t it? But just because they multitask does not mean that they are any more productive. In fact, too much multitasking can wind up leading your team to not just making more mistakes but burning out. All of which are not terribly efficient! The good news is that you don't have to burn your BDC reps out. Having a Virtual BDC can assist your dealership with overflow, making for an even more productive BDC.

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Do You Ever Have So Much Going On You Instinctively Make A Decision That You Know Isn't Right?

Ever have a Monday morning lead answering marathon? Where your BDC Reps easily have 20+ leads to answer? In addition to responding to previous lead's emails, checking voicemails – all while answering inbound calls? We’ve all been there. Your team might have the best intentions, trying to handle every lead. But it's those times where they hit the send button before completing their thoughts in an email, enter the wrong price in an email, forget to call a customer back, or spelled a model wrong…. all because they were 'multitasking' or in a rush to get the job done. It's the above moments that make us cringe because the mistake seemed - in retrospect - so simple and easily avoidable. But when their head is spinning in several directions at once, it becomes increasingly harder to actually accomplish anything at all. Or, more importantly, getting their work done without making potentially costly mistakes.

This is where a Virtual BDC can assist you. There is nothing wrong with having additional help. Help that could not only keep your team focused, but more importantly, it ensures that your team does not miss a lead. Think about it. It's virtually impossible to answer all of the leads at once. How many times has your BDC rolled in on a Monday to a CRM full of leads from the weekend? Leads that could have already been answered with appointments set for Monday. Imagine coming into the dealership on a Monday with appointments ready to go allowing your team to start working on the previous week's leads and follow-up! Not to mention by having the leads answered for you on the weekends (after hours), your team can come in refreshed and ready to go!

Bottom Line: First impressions can make or break the opportunity to earn your potential customer's business. Having a resource to assist your BDC is an opportunity to ensure there aren't breakpoints in customer correspondence. In addition to ensuring your BDC reps stay on task. All of which will lead to a more successful team.
 

Alivia Heath

Green Pea
Mar 11, 2021
5
8
First Name
Alivia
There are many opinions on whether or not one can truly multitask. However, those who have worked at the dealer level in a BDC – multitasking is a quintessential part of the job, isn’t it? But just because they multitask does not mean that they are any more productive. In fact, too much multitasking can wind up leading your team to not just making more mistakes but burning out. All of which are not terribly efficient! The good news is that you don't have to burn your BDC reps out. Having a Virtual BDC can assist your dealership with overflow, making for an even more productive BDC.

View attachment 5447

Do You Ever Have So Much Going On You Instinctively Make A Decision That You Know Isn't Right?

Ever have a Monday morning lead answering marathon? Where your BDC Reps easily have 20+ leads to answer? In addition to responding to previous lead's emails, checking voicemails – all while answering inbound calls? We’ve all been there. Your team might have the best intentions, trying to handle every lead. But it's those times where they hit the send button before completing their thoughts in an email, enter the wrong price in an email, forget to call a customer back, or spelled a model wrong…. all because they were 'multitasking' or in a rush to get the job done. It's the above moments that make us cringe because the mistake seemed - in retrospect - so simple and easily avoidable. But when their head is spinning in several directions at once, it becomes increasingly harder to actually accomplish anything at all. Or, more importantly, getting their work done without making potentially costly mistakes.

This is where a Virtual BDC can assist you. There is nothing wrong with having additional help. Help that could not only keep your team focused, but more importantly, it ensures that your team does not miss a lead. Think about it. It's virtually impossible to answer all of the leads at once. How many times has your BDC rolled in on a Monday to a CRM full of leads from the weekend? Leads that could have already been answered with appointments set for Monday. Imagine coming into the dealership on a Monday with appointments ready to go allowing your team to start working on the previous week's leads and follow-up! Not to mention by having the leads answered for you on the weekends (after hours), your team can come in refreshed and ready to go!

Bottom Line: First impressions can make or break the opportunity to earn your potential customer's business. Having a resource to assist your BDC is an opportunity to ensure there aren't breakpoints in customer correspondence. In addition to ensuring your BDC reps stay on task. All of which will lead to a more successful team.
It's never a bad thing to ask for help! If it means running a more efficient business...
 
  • 1Like
Reactions: Mike Hoyser

Morgan Hardy

Green Pea
Jan 5, 2021
6
5
First Name
Morgan
Monday mornings are always overwhelming especially if the dealership is closed on a Sunday. Even with 4 agents, they can see 20+ new leads waiting for each of them. Then they must filter through them and work the OEM leads first so that there is no penalty for the time it took to answer the lead. In turn, the agent a lot of times doesn't read the lead in full so missed specific customer questions. In most cases, the BDC agent(s) also do service prospecting. This makes for an overwhelming amount of work and forces the agents to rush through things just so they can get to the next lead.
 
  • 1Like
Reactions: Mike Hoyser

CallingCorbyn

Lot Lizard
Jul 30, 2020
20
21
First Name
Corbyn
Yes! Quality over quantity always. If your team can take their time with each customer, the results will follow!
 
Apr 16, 2021
5
1
First Name
Stanley
As for me, quality is the most important. And if you need an additional help - it's okay. First impression means a lot, so everyone should treat every customer as a unique customer to build a long-lasting relationship.
 

joe.webb

UrRefresher
Aug 5, 2010
60
68
First Name
Joesph
Dealership structure (BDC, Internet sales managers, or simply distributing leads to the sales floor) is typically determined by lead volume. How much a person can legitimately handle while maintaining a high level of performance and quality customer service. Dealership BDCs fail (and should consider a Virtual BDC) when they overload their personnel with too many tasks. Putting too much on a person's place forces them to multitask, and quality of contact typically declines. When we see understaffed BDC teams tasked with handling inbound calls and emails (natch) as well as unsold showroom follow-up, chat, equity mining, manifest lists, and lease/loan ending follow-up, I typically ask the dealer I'm training "What are the salespeople doing?"

There is rarely a good answer to that question. Moreover, even if the in-house BDC is staffed to handle all follow-up, equity, manifest lists, lease-ending and more, are they trained to do it well? Even with the right amount of tasks on their plate daily and the proper staffing... are they trained to succeed when engagement is made? Very often, they aren't, and if they are, it isn't consistent. I'm all for handling opportunities in-house (or at a centralized location under control of the ownership group), but if they are not willing to keep it properly staffed, hold the team accountable, give them the proper technology, and invest in regular training, they're destined to fail. When all other avenues have been exhausted, then an outsourced (read: virtual) BDC is the next best bet. Shoppers deserve a great experience regardless who is handling the leads and calls.