BDC Operations, BDC Process, BDC Staffing

3 Service BDC Models – Part II

June 14, 2018

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 team of folks answering your calls, if someone doesn’t show for work you won’t notice it, there is a scalable and repeatable training curriculum in place, and you are maximizing appointment opportunities ringing into your service phone line.  Your average speed to answer (ASA) and average hold time (AHT) should be much lower than prior to hiring the call center.  Note: Just because you hired a call center doesn’t mean you never have to experience lengthy hold times, sometimes it will happen.  Don’t make improper assumptions, call centers cannot always staff to perfection for all the peaks and valleys unless you are willing to pay a serious premium.

Pros:

  • Many fewer calls will go unanswered, missed, or abandoned – scalability
  • Better/consistent and professional appointment booking experience for your customers
  • The service advisors are freed up to focus on the drive, conduct multi-point inspections, recommend additional services, and assist their customers
  • Service BDC partners should be able to provide reporting so you can inspect what you expect, and be able to see the ROI you’re getting
  • Fill more empty slots in the schedule with appointments
  • Improve CSI
  • Increase WP (warranty pay) and CP (customer pay) revenue
  • Extended hours of coverage that would be really difficult, or simply not feasible, to support in dealership
  • Appointment calls are scored for quality regularly to ensure higher standards are met
  • Easier to support additional languages
  • Your service drive business will grow

Cons:

  • There will be cases when the call center must reach a service advisor for assistance or ask the advisor to follow up with a customer, so advisors need to readily answer calls/emails/texts from their call center partner.
  • You may occasionally hear a complaint about an accent or non-local sounding agent (as long as you have a US-based call center partner this will be very minimal)
  • There will be mistakes made by the call center.  It’s a numbers game and humans aren’t perfect, and since the call center is answering more calls than you ever could, there will be more mistakes made. For example, saying night drop is available when you don’t offer that service.
  • Phone calls add up and your bill might be bigger than you expected.  If you’ve never accurately measured, or even know how many calls you were missing before, this bill could be a real eye-opener.
  • Improper scheduler configuration will cause issues (left hand right hand problems – inaccurate advisor schedules, not restricting workload for certain op codes, etc.)
  • Part time employees or new employees may not know to forward calls to the call center partner properly, or forward the wrong types of calls to the call center.

Next up, Hybrid Service BDC model

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