Fixed Ops Magazine - 2022 Vol19 04 - 60

to pay for it. Agents use software that tracks every customer
interaction so you will have unparalleled insight
into activities and campaigns so you can do more of
what is making you money.
Personnel: External BDCs are constantly hiring and
training agents so you will never see a gap in service
due to personnel problems. This relieves you of the cost
and hassle of the hiring process which can be continuous
as the average turnover rate for agents is between
30 and 45 percent. Unlike with salaried employees, you
also don't have to pay benefits or grant sick leave.
Campaign Insights: A professional automotive BDC
knows the processes that work and the scripts that get
results. Your account representative can help you create
campaigns that generate revenue and be a trusted advisor
in creating and running marketing communications.
unanswered calls, loss of business, and high employee
turn-over. You need to hire a true leader who exhibits
integrity, adaptability, tenacity, and self-motivation.
Technology and Space: Do you have the money to invest
in the technology required to support an internal
BDC? How about the space to set up a BDC? An internal
BDC requires a significant investment in telephony
software and some dealerships simply don't have the
space needed to house agents.
After-Hours Support: In most cases, it doesn't make
sense to keep an internal BDC open 24 hours a day so
you will miss out on after-hours calls.
ADVANTAGES OF AN EXTERNAL
SERVICE BDC
24/7 Coverage: An external BDC has the resources to
be open around-the-clock. Many offer 24-hour phone,
chat, and text coverage so you never miss a customer.
Flexibility: An external BDC has immediate scalability
so you can quickly react to the market. You can run
one campaign or several at the same time with minimal
turn-around time.
Technology: With an external BDC, you will have access
to the latest call center technology without having
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DISADVANTAGES OF AN
EXTERNAL SERVICE BDC
Offshore Agents: Some BDCs hire offshore agents
which can mean language barriers and frustrated customers.
If you do decide to outsource, look for a BDC
with agents based in the U.S.
Dealership Culture: Agents who are not based in your
dealership may not understand your culture and messaging.
Proper onboarding and training can alleviate
this challenge and ensure agents handle every situation
as you prefer.
SUMMARY
Your service department is your best bet for steady, reliable
income. With business booming, it's a smart move
to analyze which BDC model is best for your business
to ensure every call is
answered and every
campaign launched.
Michael Biasco is Senior
Product Marketer at
Elead/CDK Global. He
can be reached at: Michael.Biasco@cdk.com
Fixed Ops Magazine - 2022 Vol19 04

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