Fixed Ops Magazine 2022 Vol 19-6 - 57
sourced, service calls create frequent
opportunities to generate more profit
and retain more customers.
Traditionally, BDC metrics were basic
and required the use of multiple
products, creating silos of information
that couldn't be easily shared.
The telephone, for example, was
used to measure inbound service
calls. An Excel spreadsheet, perhaps,
was used to track how many service
appointments each agent secured.
And appointments were added manually
to the DMS or CRM through use
of a service scheduling tool.
Did you
know that daily
service-related
inbound calls to
a BDC outnumber
sales calls by a
7-to-1 ratio
Unfortunately, the BDC agent would have to visit the
service lane physically to see if a customer actually
showed up.
There's a better way - and it resides within the new
metrics needed to better measure agent productivity.
NEW BDC METRICS
Out with the old, in with the new.
Recent technology enables a BDC
to measure even remote agent productivity
to a tenth of a second.
BDCs can now utilize fully-robust
software telephony systems that
automatically measure everything
about a call as soon as the call is
made. The data is collected, stored
and integrated into the dealership's
DMS and scheduler tool.
BDC software can also track whether
or not the customer actually came
in for the appointment. And if the
RO was closed, it can assign a final value to the service
provided. It enables you to differentiate between
BDC-scheduled appointments that have a specific time
and date attached and every other appointment.
Nothing falls through the cracks.
NOVEMBER DECEMBER 2022 || FIXED OPS MAGAZINE
57
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Fixed Ops Magazine 2022 Vol 19-6
Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-6
Fixed Ops Magazine 2022 Vol 19-6 - 1
Fixed Ops Magazine 2022 Vol 19-6 - 2
Fixed Ops Magazine 2022 Vol 19-6 - 3
Fixed Ops Magazine 2022 Vol 19-6 - 4
Fixed Ops Magazine 2022 Vol 19-6 - 5
Fixed Ops Magazine 2022 Vol 19-6 - 6
Fixed Ops Magazine 2022 Vol 19-6 - 7
Fixed Ops Magazine 2022 Vol 19-6 - 8
Fixed Ops Magazine 2022 Vol 19-6 - 9
Fixed Ops Magazine 2022 Vol 19-6 - 10
Fixed Ops Magazine 2022 Vol 19-6 - 11
Fixed Ops Magazine 2022 Vol 19-6 - 12
Fixed Ops Magazine 2022 Vol 19-6 - 13
Fixed Ops Magazine 2022 Vol 19-6 - 14
Fixed Ops Magazine 2022 Vol 19-6 - 15
Fixed Ops Magazine 2022 Vol 19-6 - 16
Fixed Ops Magazine 2022 Vol 19-6 - 17
Fixed Ops Magazine 2022 Vol 19-6 - 18
Fixed Ops Magazine 2022 Vol 19-6 - 19
Fixed Ops Magazine 2022 Vol 19-6 - 20
Fixed Ops Magazine 2022 Vol 19-6 - 21
Fixed Ops Magazine 2022 Vol 19-6 - 22
Fixed Ops Magazine 2022 Vol 19-6 - 23
Fixed Ops Magazine 2022 Vol 19-6 - 24
Fixed Ops Magazine 2022 Vol 19-6 - 25
Fixed Ops Magazine 2022 Vol 19-6 - 26
Fixed Ops Magazine 2022 Vol 19-6 - 27
Fixed Ops Magazine 2022 Vol 19-6 - 28
Fixed Ops Magazine 2022 Vol 19-6 - 29
Fixed Ops Magazine 2022 Vol 19-6 - 30
Fixed Ops Magazine 2022 Vol 19-6 - 31
Fixed Ops Magazine 2022 Vol 19-6 - 32
Fixed Ops Magazine 2022 Vol 19-6 - 33
Fixed Ops Magazine 2022 Vol 19-6 - 34
Fixed Ops Magazine 2022 Vol 19-6 - 35
Fixed Ops Magazine 2022 Vol 19-6 - 36
Fixed Ops Magazine 2022 Vol 19-6 - 37
Fixed Ops Magazine 2022 Vol 19-6 - 38
Fixed Ops Magazine 2022 Vol 19-6 - 39
Fixed Ops Magazine 2022 Vol 19-6 - 40
Fixed Ops Magazine 2022 Vol 19-6 - 41
Fixed Ops Magazine 2022 Vol 19-6 - 42
Fixed Ops Magazine 2022 Vol 19-6 - 43
Fixed Ops Magazine 2022 Vol 19-6 - 44
Fixed Ops Magazine 2022 Vol 19-6 - 45
Fixed Ops Magazine 2022 Vol 19-6 - 46
Fixed Ops Magazine 2022 Vol 19-6 - 47
Fixed Ops Magazine 2022 Vol 19-6 - 48
Fixed Ops Magazine 2022 Vol 19-6 - 49
Fixed Ops Magazine 2022 Vol 19-6 - 50
Fixed Ops Magazine 2022 Vol 19-6 - 51
Fixed Ops Magazine 2022 Vol 19-6 - 52
Fixed Ops Magazine 2022 Vol 19-6 - 53
Fixed Ops Magazine 2022 Vol 19-6 - 54
Fixed Ops Magazine 2022 Vol 19-6 - 55
Fixed Ops Magazine 2022 Vol 19-6 - 56
Fixed Ops Magazine 2022 Vol 19-6 - 57
Fixed Ops Magazine 2022 Vol 19-6 - 58
Fixed Ops Magazine 2022 Vol 19-6 - 59
Fixed Ops Magazine 2022 Vol 19-6 - 60
Fixed Ops Magazine 2022 Vol 19-6 - 61
Fixed Ops Magazine 2022 Vol 19-6 - 62
Fixed Ops Magazine 2022 Vol 19-6 - 63
Fixed Ops Magazine 2022 Vol 19-6 - 64
Fixed Ops Magazine 2022 Vol 19-6 - 65
Fixed Ops Magazine 2022 Vol 19-6 - 66
Fixed Ops Magazine 2022 Vol 19-6 - 67
Fixed Ops Magazine 2022 Vol 19-6 - 68
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