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Jared Hamilton
From: Jared Hamilton
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Keith Shetterly

Keith Shetterly Owner

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To BDC, or NOT to BDC?

 

Getting anyone to recommend a BDC process, lay out a live agent pay plan, and do some comparison between an in-store, centralized, and 3rd-Party BDC at the same time is often difficult.  Especially written down and public--well, here is mine on the link below.

Local Market factors must still be taken into account, and I'm willing to learn from anyone doing it or who has done it.  I've done it, and I'm doing it, too, so let's discuss, if you want.

And there may well be a typo or two.  One thing about putting something like this out there is that, whether folks comment or not, there will be a LOT of opinion.  :)

Enjoy!  Here's the link to the file, which you can share to your heart's content:



BDCs by Keith Shetterly

Thanks,

Keith Shetterly
keithshetterly@gmail.com
www.keithshetterly.com

Copyright 2012, All Rights Reserved

Jeff Kershner
Keith, wanted to quickly say nice job. You've included a flood of thoughts in your document. Quite often, the discussion of In-House VS Out Sourced BDC tends to be a topic of conversation on DealerRefresh. I'll send you a direct message linking you to the conversation, maybe you can add to it. One simple element that you have in your document that applies to a dealers BDC operations, no matter if it's in-house or out sourced - both need "Strong Support" from the dealers upper management. With this (like anything else), it will FAIL.
Keith Shetterly
Thanks Jeff! I have a fuller version of the document, too, if it's needed. And you are SO right about that commitment of support. Without it, a BDC just won't work. Often, as well, it's middle management that can screw it up if the GM is not a strong supporter.
Keith Shetterly
Thanks Jeff! I have a fuller version of the document, too, if it's needed. And you are SO right about that commitment of support. Without it, a BDC just won't work. Often, as well, it's middle management that can screw it up if the GM is not a strong supporter.

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