Service department bdc

Stan Sher
A few things to consider. Are they doing strictly appointments for service department or will they also be going after "buy back" opportunities? I believe it is wrong to dictate it with CSI because the appointment setter has no control over what happens with the customer or guest (Dealer eTraining term) after they arrive. Why should the appointment setter suffer because the mechanic or service advisor messed up and got a bad survey? You pay these people to bring in business opportunities not service them "cradle to grave". However, if you setup your service BDC to make CSI phone calls to work with the guests to ensure a great CSI I would combine the CSI pay into the mix.
Stephanie Holt
The bdc is strictly service we do not deal with our sales department at all they have their own bdc. I agree that the incentive should not be csi based for all the reasons you have said and have expressed that to my fixed ops director which is why the current incentive is not csi based. Our bdc employees take in bound service calls trying to take care of all the customers needs with out getting to the service advisors unless absolutely necessary. Daily tasks are to address all inbound calls with help or appointment setting they also Make out bound calls for recalls , special order parts first service reminders and 6 month maint. Reminders. When a repair order is closed all customers with emails get an auto csi email and they are to call the the ones who do not get that email. Right now our plan is you must set at least 100 appointments to even get the incentive all appointments from 100 - 124 are worth .50, 125 - 149 are worth .75 anything 150 or more are 1dollar and of course they have to be appointments that have shown. My fixed ops feels we are giving an incentive for them to be doing the job they are already getting paid an hourly wage for.....
Stan Sher
That is a very tricky situation. I would be careful with it as you might start to see lots of turnover.
Stephanie Holt
I know. I am going to try all I can to not have this based on csi. Maybe just restructer what we currently have in place. I think the feelings are that the incetive has become too easy to earn. I believe a better way may be to just extend out appointment minimum making it more challanging to reach.

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