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Soo.. I ran a central BDC with as many as 9 agents and as few as 3 covering 11 brands out of 7 rooftops. Hiring, training, and consistently motivating people in a call center environment is FRIKIN tough. Our department was called a band-aid by some, and non-essential.. so occasionally the stores would "take back" their leads and try it themselves.. Haha. Turns out we were more like a tourniquet and very much essential for one crucial reason: CONSISTENCY. It's a monotonous job at times that requires a unique personality type - and a manager MUST be all up in the mix - all day, every day - to make it successful. Every lead gets calls, emails, etc. AS SCHEDULED. No skipping tasks, no dodging calls.. every lead must be worked properly.Flash forward, I now talk to dealers all over the country who struggle with the same issues, the team "can't" or "won't" follow the correct lead response steps. There is a stronger demand for virtual BDC since dealers have reduced staff after COVID hit. It is about connecting car dealers with hot leads. We assume every lead wants to know at least 2 things - Is the vehicle available? and How much will it cost me? Answer both - follow up - sell more cars. Simple.I'm not soliciting on DealerRefresh, but I'd be happy to talk to you more about it in a private message or offline.
Soo.. I ran a central BDC with as many as 9 agents and as few as 3 covering 11 brands out of 7 rooftops. Hiring, training, and consistently motivating people in a call center environment is FRIKIN tough. Our department was called a band-aid by some, and non-essential.. so occasionally the stores would "take back" their leads and try it themselves.. Haha. Turns out we were more like a tourniquet and very much essential for one crucial reason: CONSISTENCY. It's a monotonous job at times that requires a unique personality type - and a manager MUST be all up in the mix - all day, every day - to make it successful. Every lead gets calls, emails, etc. AS SCHEDULED. No skipping tasks, no dodging calls.. every lead must be worked properly.
Flash forward, I now talk to dealers all over the country who struggle with the same issues, the team "can't" or "won't" follow the correct lead response steps. There is a stronger demand for virtual BDC since dealers have reduced staff after COVID hit.
It is about connecting car dealers with hot leads. We assume every lead wants to know at least 2 things - Is the vehicle available? and How much will it cost me? Answer both - follow up - sell more cars. Simple.
I'm not soliciting on DealerRefresh, but I'd be happy to talk to you more about it in a private message or offline.
