Fixed Ops Magazine - 2021 Vol18 03 - 60

ADMINISTRATION
BDC
AGENTS
How to Hire, Compensate and Train
t has been a long, strange trip, but with the unemployment
rate edging down to 6 percent in March,
we are seeing our economy start to bounce back.
Dealerships across the country are regaining momentum
and seeking to stimulate business development.
An effective strategy is implementing an internal BDC
for sales and/or service.
I
The service BDC is of particular interest right now as
the global shortage of microchips and sky-high prices
for new vehicles are pushing more consumers to hold
onto older vehicles or shop used car lots. This situation
makes service departments the logical go-to option to
make up any profits lost by lack of new inventory. Service
BDC agents can make hundreds of outbound calls
per day to drum up business from
new and repeat customers.
However, BDCs and call centers are
challenging places to work. This is
reflected in the higher-than-average
agent turn-over rate of between 30
60
and 45 percent. That is a lot of coming and going. Even
worse, it is a lot of wasted time and money spent on
training and onboarding.
Careful attention to hiring, compensation, and onboarding,
can stop that churn in its tracks and help
you establish a well-oiled and profitable BDC.
TIPS FOR HIRING
The service BDC is
of particular interest
right now
The low unemployment rate coupled with the fact that
many dealerships are bringing employees back on
board makes hiring more challenging. You can immediately
broaden the candidate pool by opening your
search process to candidates without automotive experience
or knowledge. After all,
that can be taught. It is better to hire
for intrinsic personality traits that
translate to excellent performance.
In my experience, great agents exhibit
integrity, adaptability, tenacity,
self-motivation, and clear communication
skills.

Fixed Ops Magazine - 2021 Vol18 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 03

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