Fixed Ops Magazine - 2022 Vol19 03 - 38

FEATURE BY TIFFANY PEELER
IS YOUR
SERVICE
DEPARTMENT
EVOLVING
Five ways your service BDC should evolve in 2022
S
ervice BDCs were born years ago to simply get
the phones answered. Instead of profit centers,
they often became glorified switchboards. Today,
dealers can access a range of tools from chatbots to
digital voice assistants (DVAs) to answer ringing phones
and handle routine tasks. A dealership that evolves past
the switchboard model and leverages these tools can
develop a BDC that proactively DEVELOPS business
and generates revenue - instead of simply reacting to
inbound calls. How can your service BDC get this process
started?
FIVE WAYS YOUR SERVICE BDC CAN
EVOLVE IN 2022:
1. Equip BDC agents to handle customer escalations
and service recoveries. Too often, agents feel helpless
when customers are angry or the agents are not
allowed to answer service questions. Agents in these
situations can fall back to the switchboard model reaction
and send those calls to the service drive.
38

Fixed Ops Magazine - 2022 Vol19 03

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