BDC Operations, BDC Process, BDC Staffing

3 Service BDC Models – Part III

June 26, 2018

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 model allows you to keep a small contingent of internal BDC agents that you can oversee, and a scalable means to handle spikes in phone call traffic without having to increase your agent headcount.  In addition, usually the hours before and after your internal BDC agents work are covered, as well as for those times when either bad weather, vacation, illness, power outages, etc., is keeping your internal BDC staff from working.

Pros:

  • Provides “call coverage insurance” for your BDC; service calls answered properly, professionally, and consistently.
  • Allows for immediate and scalable resolution to call volume spikes
  • Typically covers hours before and after your internal BDC operates
  • Provide your customers with a better overall experience
  • Minimizes hold times and average speed to answer during call spikes
  • Frees your service advisors, allows them to focus on their customers

Cons:

  • Inconsistencies in messaging/experience may surface when comparing verbiage or scripts used by internal BDC agents with external BDC agents
  • Dealer is committed to paying for both internal BDC agents and external BDC agents; typically internal BDC agents are two, three, or more, times more expensive
  • Fees for the external BDC agents will vary from month to month, hard to predict what those costs will be

There you have it – 3 ways to consider setting up your Service BDC.

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