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Jared Hamilton
From: Jared Hamilton
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Bryant Gibby

Bryant Gibby Used car manager

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BDC Schedule

     I'm wondering what is the best way to implement a BDC schedule. We are re-committing to the BDC and making it mandatory that every sales consultant attends every day.

 

     We have 2 teams at our store and we set up the schedule to where each team is up there for an hour. Example: Team A is in the BDC from 2-3 and team B covers the floor. Then the teams alternate from 3-4 in the afternoon. We have had a 50% show rate at best during the first few weeks. I make it mandatory that each guy goes up during his scheduled shift and the only exception is if they are in front of a live customer. I find that most of the time the guys can't come up for one reason or another. Our guys understand the importance of the BDC and acutally want to come up for the most part. They just can't come up because most of the time they are legitimately busy and don't have enough time. 

 

     I'm wondering if there is a better way to increase my BDC attendance. I figured that the afternoon would be the best time of the day to do it because both teams are here and it is a more effective time to make calls vs. the morning. I can't do it at night because we get too busy and it would be impossible to get the guys to come up. I'm toying with the idea of not just doing the 2 hour block. Meaning, 2 guys or so come up at a time whenever they free up. I've even considered reducing the time to 30 minutes instead of an hour (even though they wouldn't be able to complete all the daily tasks that they have in such a short period of time). Any suggestions????

Eley Duke III
What are they doing when they are up there. Taking and making sales calls, doing their daily task of calls and follow-up in CRM? Are they answering your internet leads? What is the set up? How do you handle your internet leads?
Hi Bryant. DMEautomotive operates a 150 agent call center, providing inbound and outbound BDC services for dealers across the country, so we spend a lot of time thinking through this kind of problem. Usually, the best time to contact a customer is between 6-9pm – when they are not working. The least productive time is the afternoon. The reason you are so busy at night is the same reason it is so much easier to contact customers at night. 85% of floor traffic shows up during non-working hours, so it makes it difficult to structure your staffing around prime time. We also know that your best sales person, most likely, is not your best phone person. Outsourcing these responsibilities is more effective. It’s the best way to increase your customer contact rate and conversion rates. An automotive call center gives you the best of both worlds. A highly trained specialist and expert dedicated to phone solicitations and your sales people on the floor doing what they do best. A win-win.
Randy Taylor
The problem with a strict BDC schedule is that you can only schedule half of the necessary people. You can't schedule the customer. If you sales people work rotating schedules, the good ones will make the time and effort to get on a phone somewhere and make their calls. Sales people who won't do this need firm guidance.
Chris Costner
Bryant, is your BDC staffed for the entire time your dealership(s) are open? If not, you are losing business right out of the gates. If you must use your sales staff, I would make sure you have one or two in there at all times depending on your call / lead volume. I remember about 12 years ago as a salesperson and having to to attend a 90 minute session in the BDC was torture. Until I learned to utilize my time the right way in there, started setting appointments and ultimately selling more cars. I worked under the watch of Chuck Barker and he will tell you still today how he couldn't keep me out of there once I got the "bug" and understand the philosophy of a BDC. I think having a full time BDC/Internet department staffed and keeping your sales floor available at all times will ultimately get you more showroom traffic and sales. Justifying the decision. Of course it is much more involved but can be done. Get in touch with any questions you may have. I will help.
Eley Duke III
Bryant, Chris is dead on and where I was going to head after your reply. Look at a full time BDC staff, starting with them handling your inbound sales calls and all email leads and follow-up till the appointment shows. Hopefully you have a good CRM that you are tracking what your sales people are doing daily in their work plans; phone calls made, emails sent, prospecting. Start there, keep your sales floor on the floor, keep your BDC working your incoming leads and following up. Just my $0.02....

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