Dealerships can be very profitable, if they are managed correctly. There is nothing worse than building a communications epicenter only to see it wither and die. There are many things that could lead to the dissolution of a BDC. However, we will only focus on the 5 deadliest mistakes that a BDC can make which will undoubtedly cause its death. 

1. Improper Management of Client Data

Managing client data doesn’t have to be hard. Ensuring that you have both a reliable CRM (Client Relationship Management) and a trustworthy internet connection is all that you really need. There are a few things that need to be done in addition to having a CRM and internet connection. Determining the accuracy of data is the first step in properly managing your client data. 

One way you are able to ascertain the validity of your data is through data appending. Appending your data simply means to validate the information that you have stored in your database. This saves you both time and money and allows you to focus on your business and marketing efforts.

Using spreadsheets to store client information is another deadly mistake that is made. Storing your information in spreadsheets is great in all, but what happens when you need to quickly locate specific information pertaining to a marketing campaign? You will have to comb through thousands of rows of information in order to find what you are looking for, which doesn’t sound like is saving you time or money. 

2. Relying On One Communication Channel

Using one form of communication is the way of the past. It’s 2020. Almost everyone and their mother has a cell phone, a computer, and access to a steady stream of information. Why continue to market the same way that we did 20 years ago? Relying on only one bridge of communication can be fatal to your business. Most call centers utilize either a multichannel or an omnichannel approach to communication. Both forms of communication rely on using all pathways -- phone, email, print and social media to deliver information. What differentiates the two is how they deliver that information.

Multichannel communication is delivering information to your customers through their preferred channels. Whether that be through phone, print, email or social media or all of the above. It is delivering the information to them in various ways. Utilizing this approach can be tricky as it involves expert timing in the delivery of the content. Not only does the message need to be delivered to the customer at the right time, but through the right channel. It is not as synchronized as the omnichannel approach. 

Whereas omnichannel approach is more synchronized in the aspect that it views the information through the customer’s perspective, providing a more seamless and consistent experience across all channels. It is a single entity that delivers all of the information, which is what makes the entire process more smooth. Gone is the need to rely solely on timing, giving you more time to focus on operating a successful call center. 

3. Non-automated Processes

Manually doing anything nowadays takes too much time. Time that, unfortunately, we don’t have. We live in a fast paced world, which means that we expect to receive information instantaneously. By not using automation to power your communication efforts, you are wasting your time and that of your customers. 

Automation is the process of having something done automatically. Your call center processes should occur automatically. As mentioned, it saves time. It also increases your agents’ productivity as they are able to rotate through calls quickly. Having a customer’s history readily available is also another feature of automation. If it is readily available for the agent, it saves that agent time having to click around and search for it. 

Using automated processes can effectively grow your business. Your calls are seamless, allowing your agents to move through their call volume effortlessly. Thus increasing the amount of leads reached and or generated. So by not automating your processes you are losing out on not only revenue but on a well oiled machine that could be your call center. 

4. Poor Managerial Staff: Why You Need Good People Running the Place

In order to have a successful call center, you need to have the right people managing it.  Having a poor managerial staff can impede the success of your call center business. Calls aren’t answered, long wait times, callers sitting in a call queue and hearing nothing but that dreaded hold music. The list goes on. Improper management of a call center can really affect your business. That’s why you need to have the right people in charge. These individuals ensure that the agents are following the established procedures and meet with them regularly to discuss goals and outcomes.

Having your managerial staff and your agents on the same page can improve the efficiency and effectiveness of your call center. Another important characteristic of your managerial staff is that they need to be able to jump in and answer calls if it’s required of them. There is an excellent article that discusses this aspect along with several more in depth. You can read it here. 

5. Outdated Technology

We live in a world where technology is constantly evolving. Therefore we must be able to adapt and evolve with it. For a business that relies solely on technology in order to operate, not using updated technology is a death sentence. 

Outdated technology can be temperamental. Software can frequently crash or freeze while customers are in the call queue. Computers themselves will crash, forcing the agents to restart the machines. All of these problems will steal precious time away from reaching your customers. If your customers are not being reached by you, someone else is.

Introduction

Data in general is important to every business in the world. Data needs to be safeguarded against viruses, hackers, and whatever else the cyberverse throws at it. Improper data management can result in loss of business which can result in the loss of revenue. And nobody wants that. 

So what is data management? Google’s definition comes out to be: the process of managing data (whatever that may be) as a valuable resource -- furthering its potential for a business or organization. Data management is important for many reasons. Let’s take a look at a few of them.

Productivity

The time previously spent searching for the right information will cost you time and money. If your data is well organized, it will save your employees time finding, digesting, and relaying the information. It can also save your business from having to pay for additional duplication of data. If the data is easily accessible you don't have to worry about employees conducting repeated searches for the same information. This type of repetition can also cut into your employee productivity. 

Security Risks

As mentioned in the introduction, customer data is vital to your business. The risks that are involved if data is compromised or even worse, lost, are insurmountable. Having a structured data management system or plan in place can prevent this from happening. If you don’t have this type of plan in place, consider doing so. 

Accurate Decision Making

Having a data management system in place makes it so that all of your employees are viewing and analyzing the same information. If data is current and accurate, your business or organization has a much better chance of making the most well-informed decisions. You are bound to waste time and money on poor decision making. Instead of taking that chance, put the proper processes in place to ensure that your data is accurate and “healthy”. 

Conclusion

Overall, data management is detrimental to the success of your organization. It can increase employee productivity, decrease the chances of data being stolen or lost, and it allows you the opportunity to make the best decisions possible.