Browsing Category: BDC Staffing

  • howhighisyourbar

    5 Parts of an Outsourced Service BDC Difficult to Replicate In-Dealership

    Blog Article posted in DrivingSales. By Rob Canales, VP of Product Development, Traver Connect When it comes to the Customer Experience (CX) delivered by your Service BDC, most dealers feel pretty strongly that a traditional, small Service BDC can be done well in-house, get the job done, and for a decent price.  Right?  Let me ask …

    July 24, 2018
  • 3 Service BDC Models – Part III

    Hybrid Service BDC model This model is often referred to as backstop or overflow because the call center is there to back you up when you have your hands full and all your phone lines are all busy.  In this scenario the calls immediately roll over until your in-house agents are available once again.  This …

    June 26, 2018
  • 3 Service BDC Models – Part II

    Centralized or Outsourced Model: In this model you simply route your service calls directly to a call center, and/or ask your receptionist to forward service calls to the call center if you don’t have an auto-attendant (call tree).  The obvious difference here from the on premise model is scale, pure and simple.  There are a …

    June 14, 2018
  • 3 Service BDC Models – Part I

    Service BDC Models – Part 1 So you’ve decided to “setup a Service BDC”.  Congratulations, good call!  The next inexorable dilemma is to decide which Service BDC model to employ.  Here are the various models to ponder, some pros and cons for each, and hopefully some wisdom to help guide you to the promised land …

    June 11, 2018
  • Service BDC Agent Staffing, Do it Right

    Many a service BDC has taken a wrong turn by just putting a warm body in a seat.  Don’t make this mistake, your BDC agents touch more customers than anyone in your business.  Here are a few pointers to keep in mind when recruiting and staffing your BDC: First off they should be mentally prepared, with …

    June 8, 2018