Browsing Tag: bdc model

    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.

    BDC Operations, BDC Process, BDC Staffing

    3 Service BDC Models – Part I

    June 11, 2018

    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 of flowing service appointments and closed ROs.

    Let’s tackle the first model – here goes!

    On Premise Model:

    A dedicated space in your dealership, or corporate office, where a team of folks can be in close proximity and comfortably answer a daily barrage of phone calls.  Notice I said “a team”.  Just like a certain potato chip, one isn’t ever enough.  Here’s why.  The primary goal of your Service BDC, or anyone’s for that matter, is to begin handling all kinds of calls, and minimize or eliminate missing customer pay and warranty pay revenue opportunities, plain and simple.  If you only have one BDC agent you can only handle one call at a time.  Therefore, the number of BDC agents you have is inversely proportional to your average speed to answer (ASA) and average hold time (AHT), meaning the higher the number of BDC agents you have, the lower your ASA and AHT.  The lower the number of BDC agents you have, the higher your ASA and AHT.  Basic supply and demand, thank you Economics 101.

    Pros:

    • Low cost option, will pay for itself
    • Leadership can easily monitor BDC activity
    • Train immediately when necessary
    • Facilitate teamwork/collaboration between the BDC agents and the service advisors
    • Incrementally improve CSI
    • Miss fewer service revenue opportunities compared to sending calls to the service drive (see last “model”)
    • Can assist with status calls and non-appointment calls
    • Part-time positions may help you fill the gap minimally

    Cons:

    • Does not scale on a daily basis, if someone misses work you miss calls and your core objective.
    • Also called the revolving door. Your employee churn is going to keep you very busy/frustrated (unless you pay really, really well and have nice work environment).  Being prepared for staff turnover is critical.
    • Wages plus benefits for full time employees (FTEs) are not cheap
    • If your number of BDC agents is small, it is not a tremendously profitable department
    • You will need a fairly sizable talent pool to recruit/hire/train acceptably talented staff

    Next up, Centralized or Outsourced BDC model