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Advanced BDC Phone Metrics | Managing Your BDC Like a Call Center 2 of 4

This is the 2nd article in the series Manage Your BDC like a Call Center:

As call volume increases you will find that your basic phone system is quickly becoming a major source of profit leakage.  How can you measure profit leakage in a BDC without a more modern phone system? Call the dealership yourself once a day asking the common questions your customer ask everyday.  You should also take a look at how many inbound calls came in versus being logged.  If you are using tracked local and toll free numbers on all of your customer facing marketing and communication you can make an effort to listen to these calls.  Keep in mind there is something wrong with nearly every call you will hear, so try not to over-react. Unfortunately it is going to be very hard as it will lack the tracking capability some very basic phone systems can.

So, is there a better way to handle calls then every phone in the department ringing at once until someone grabs a phone...yes and its called automatic call distribution or an ACD. 

Technology makes this inspection very easy. Your phone tracking and reporting infrastructure needs to be 100% custom to your business.  The metrics in this article are for phone systems with an ACD.  This type of phone system delivers calls to agents based on logic and availability.  So what is and ACD and what makes is so much better?  An ACD is software and hardware that is installed locally or hosted remotely designed to handle all of your incoming calls by distributing them in a more controlled streamline way.  The software allows for separate rules for different types of calls as well as situations.  Here are a few examples.

  • You have 7 dealerships and you want all of the calls for your Honda dealership to be answered by your 4 Honda trained BDC reps (called skill based routing).  The calls for the Honda dealership are routed to a range of ACD groups designated for this store (basically a bank of local DIDs) that have rules built in to send the call to the agents that are Honda certified.  The system will automatically 'see' who is available of the 4 and send the call there.  If all of the 4 agents are unavailable we can setup a backup plan to roll the call to another team of agents (called a roll-over team).
  • You have a BDC of 12 reps and you want more calls to route to the highest performers. Simple, ACDs have what is called priority based routing where you can set everyone on your team a level.  If 1 is the best and 5 is the worst and each agent is setup the phone system will evaluate availability by skill level from 1-5 until it finds the best agent to handle the call and send them the call automatically
  • Your BDC reps leave voice mails in the morning that call back after they have left for the day and you want them to be handled live.  The phone system can be customized so that calls can not go to a voice mail with out first going through a specific partner (buddy system) or a roll-over group.
     

These are 3 examples out of 100s of ways an ACD with advanced bdc phone metrics can drive efficiencies for your team.  Dealers are spending a large portion of their money on getting the phones to ring, yet very little on the phones themselves.  With an ACD let's learn how we can review performance on a whole new level with advanced bdc phone metrics:

  Metric  Description  How to Use (application)
 ACD Calls The number of calls that hit the automatic call distribution system This is the top of the funnel, this can be used as a base for conversions
 Active Calls The number of calls that are on the line in real-time So agents and managers know who is on the phone and for how long
 Waiting Calls The number of calls on hold in queue waiting for an agent to become available So everyone is alerted that a customer waiting.
 Accepted ACD Calls The number of accepted calls by the agent from the queue You can see accept rate from ACD Calls by agent to determine where call are going
 Login and Logout When the agent starts or ends their shift Agents start and end their day by entering or exiting specific ACD Groups
 ACD Group An isolated channel within the ACD that calls can route to.  ACD groups allow for the customization of rules for which agents can answer calls, the timing, roll over groups, voice mail and overnight handling
 Available Status An agent in a ready to receive calls disposition Know who is ready to receive calls
 Not Available Status An agent unable to receive calls (break time, lunch time or from self-disposition) Fewer staff = longer wait times for customers
 After Call Work Defined amount of time the agent has to complete data related tasks before they will automatically be place back in an available status.  Usually around 30 secs to 1 minute.
 Time in Queue The duration of time from the call arriving to being answered by an agent Review for specific calls as well as patterns (shift change, end, lunch-time etc.)
 Abandoned Calls Calls that hit the queue that hung up before being answered by an agent One of the worst thing that can happen in a call center. High attention to this.
 Live Answered Calls that bypass the queue because an agent was available to answer immediately This is a good thing and a metric you want to see a high % of.  Divide by ACD Calls
 Re-Queued A call that was connected to an agent’s phone but not answered in a preset amount of time.  This call is then sent back to the queue or rolled to another agent Big red flag, either agent left desk without switching to 'Not Available' or they saw the call and chose not to accept the call.


Next up I will discuss go over how your reporting and feature needs should drive your next phone system purchase.  Here is that article

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