into the drive, a DVA can be their best friend. That's because a DVA handles the up to 30% of calls that are not appointable - like calls requesting shop hours - so BDC agents get a higher volume of appointable calls AND the opportunity to earn commission on outbound calls. It's crucial to share the strategy behind bringing on a DVA with your BDC team. Explain how they can make more money. Talk about how 100 percent connectivity leads to a better customer experience and a busier service department. Share scripts and tips for making successful outbound calls. These efforts will go a long way towards streamlining adoption. NAVIGATING CUSTOMER PERCEPTIONS AND EXPECTATIONS As you integrate DVAs, be mindful of how customers perceive this change. Some might miss the exclusively human interaction, while others may appreciate the JANUARY FEBRUARY 2024 || FIXED OPS MAGAZINE 27http://Hormann.us