Fixed Ops Magazine - 2022 Vol19 04 - 59

Expertise: Internal BDC agents can get to know your
services and costs and develop greater expertise than
external BDC agents. They will be able to answer more
service-specific questions and develop relationships
with regular customers.
Technology Innovations: Over the last decade, a wealth
of call center software has arrived to help streamline
workflow and raise the productivity of BDC agents.
Omni-channel call center software that includes automatic
dialers, data management,
and reporting can increase efficiency
and pinpoint activities that are
making you money and those that
are not making you money. Also,
relatively new to the market
are
advanced Digital Voice Assistants
(DVAs) that many dealerships implement
to handle inbound appointment
requests and answer routine
questions. A DVA frees up agents to
make revenue-producing outbound
JULY AUGUST 2022 || FIXED OPS MAGAZINE
calls while also ensuring that every call into your shop
is promptly answered and handled.
Internal BDC agents
can get to know
your services and costs
and develop
greater expertise
DISADVANTAGES OF AN
INTERNAL SERVICE BDC
Cost: Hiring, training, and paying agents can be
cost-prohibitive. Our current labor shortage means it
can take 65 to 75 days to receive enough qualified applicants
to begin the screening process. When you do
hire, expect a high turnover rate. The
job of a BDC agent can be grueling
and attrition is an ongoing problem.
You will want to tie pay plans to
quality, effectiveness, efficiency and
attendance. Expect to pay anywhere
from $15 to $20 an hour plus bonuses
of $2 to $5 for appointment shows.
BDC Manager: A poor BDC manager
can lead to erosion of processes
and employee morale, resulting in
59

Fixed Ops Magazine - 2022 Vol19 04

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2022 Vol19 04

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