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 their head totally in the game when the phone rings – every time. Additionally Service BDC agents must be good listeners and show empathy. In order to truly be empathetic you must have the right attitude and align with the customer very quickly. Let’s face it, no one likes to take their car into the shop, so having the ability to deliver a professional and sincere phone call to start this customer experience is key. Catch the call.
- Practice makes perfect. Training is huge, a formalized training curriculum is a must, and incumbent upon leadership to deliver time and again. Consistency is your best friend, take training seriously, create a culture of excellence, ensure your expectations are clearly delivered, and encourage your Service BDC agents continuously.
- Be professionally succinct. The call should be as short as possible without seeming rushed. Really listen to the customer and take hints about urgency and cadence from the words being spoken. Try to book an appointment as quickly as possible. Load the shop.
Take your time during the hiring process, and use a phone interview to get a gut feel for their abilities. Do a little role playing during the interview and you’ll be well on your way to getting the right person in the chair.