Beltway Companies
Service BDC?
Fixed-Op’s arguably is the one department that keeps the dealer afloat absorbing the costs to run a dealership. It is also the one department that seems to be ignored when it comes to assistance and training.
Should the service advisors be answering inbound phone calls possibly ignoring the customer in front of them?
A customer waiting for an advisor to put down the phone is much like checking into a hotel – with heavy bags in arm – where the front desk attendant is on the phone. Taking what seems to be an eternity, and here you are standing there aimlessly waiting to be noticed.
Both customers are just as important, no? So, how do we ensure that both customers are attended too?
Is the answer to set up a call center that assists the customers? Understanding that while the BDC might not be able to give a diagnosis over the phone (not that an advisor can either most times), but what they could set up an appointment for the customer.
Taking the phones out of the service allows the advisors to concentrate on offering excellent customer service to the customers in the lane. Allowing the advisors the opportunity to upsell services to the customer.
There are also other benefits of having the phones out of the service lanes. One of the biggest benefits is the ability for the call center to connect sales to service. Where the BDC can quickly pull up the customer's last visit thanking the customer for their loyalty. Even better, the customers who had not serviced with your dealership before able to have a loyalty account set up for them over the phone.
Earning them rewards dollars before they even come in! Engaging with the customer with consistency makes it that much easier to maintain relationships with loyal customers. As the BDC understands the total value of that client's account. Versus the service department (just like in sales) look at the customer as a service customer - not a dealer customer.
How does your store handle fixed op's overflow? Has your store had success without BDC assisting the service lane? What are your best practices?
Recommended Posts
Scheimpflug: The Engine Behind New York’s Creative Vision
scheimpflugg flugg
napollo
1. Custom Gifts Show Thoughtfulness
stweedmarketing stweedmarketing
napollo
Premium Probiotic for Mental Health: Omni-Biotic Stress Release & Stress Management
SEO@omnibioticprobiotic omnibioticprobiotics
napollo
Powering Online Growth with Expert Ecommerce Management Services
napollosoftware software
napollo
Sustainable Flooring Options to Elevate Your Eco-Friendly Home Renovation
parmafloor parmafloors
napollo
9 Comments
Brad Paschal
Fixed Ops Director
We just started ours up.
Derrick Woolfson
Beltway Companies
Hey Brad! How have you been? - are they also working in sales or strictly handling service calls only? Do they have a Pay Plan like the sales BDC? I am always curious and intrigued with how dealers set them up :)
Brad Paschal
Fixed Ops Director
Hey Derrick,
Strictly Service and we are working on the pay structure.
Brandon McNett
Sommer's Automotive
The Service Side BDC is the right place to start if you're just launching a BDC. It's a little quicker to get good at and easier to be "efficient/effective" at from scratch than the Sales BDC. I guess, this is just my opinion.
Derrick Woolfson
Beltway Companies
I think it is a good opinion, Brandon! Starting in the Service Department is the easiest/quickest way to see the ROI on a BDC. If the Dealer can visibly and monetarily see the difference in results then they certainly would be more apt to adding one to sales.
Jason Unrau
Automotive Copywriter
As a former advisor, I could usually tell which appointments were set by the BDC. Doing it right is critical, because if it's not done well, it creates more work for the service advisors. I'd push for an incentivized salary plan if I were setting up a BDC simply because it should be a support system for the service staff, not a replacement for the advisors.
I would always suggest the service advisors take calls and set appointments themselves when possible. Have a phone button to divert the call to the BDC when it's too busy at the service desk.
Just my two cents.
Maggie Pugesek
C&M Coaching
I love this post. As a call trainer, you state many accurate facts about why a BDC is really the best option. Great post!
Derrick Woolfson
Beltway Companies
Jason - the BDC (as you said & I agree) does not *replace* the service advisor. Instead, they assist the advisor. At the end of the day, the purpose of the BDC is to develop business. The BDC center should be flexible with a pay plan that promotes the best interest of the company. I do have to say, though, I disagree with only pushing calls when the service advisor is busy. In the event that just as soon as the advisor picks up the call the customer rolls into the lane unattended. Instead, the advisor could spend that time calling customers to follow-up and/or call customers that are soon due for their maintenance.
Chris Murray
Independant
It is a fools errand to attempt answering the telephone while checking in customers, logging in Early Bird drop offs and identifying tow-in's etc... every morning. You cannot possibly win in the world we inhabit today by taking the penny wise and pound foolish approach our industry is infamous for.
YES! God yes! A call center is a necessary element in today's service operation.