We're re-evaluating our BDC setup and I wanted to get a real-world pulse check from other dealers instead of just going off vendor pitches.
Right now our biggest debates are:
Curious what a lean 5-10 person BDC team is running versus a larger one. What would you change if you were setting it up from scratch today, and what's the one thing you wish you'd gotten right on day one instead of fixing it six months in?
Right now our biggest debates are:
- SIM-based vs VoIP — are you running calls through regular mobile SIMs with a monitoring layer on top, or full VoIP/PBX? What tipped your decision, and did call quality or cost change once you scaled seats?
- CRM fit — does your CRM actually have click-to-call and automatic call logging built in, or are your BDC reps still manually typing notes after every call? How are you tracking which lead source is actually converting?
- ACD/call routing — for anyone with a decent inbound volume, are you using skill-based routing, or is it still round-robin/whoever picks up first?
- Call recording & coaching — how are you using recorded calls day-to-day? Coaching tool, dispute resolution, training new hires, or mostly just sitting unused?
- Hardware — any headset or workstation that's held up well (or ones you'd avoid) for a team doing calls all day?
Curious what a lean 5-10 person BDC team is running versus a larger one. What would you change if you were setting it up from scratch today, and what's the one thing you wish you'd gotten right on day one instead of fixing it six months in?
