Fixed Ops Magazine 2024 Vol 21-5a - 27

* Geographical Limitations: Not all areas are within
reach of a dealership's mobile service units. BDC
agents must be able to quickly identify whether a
customer's location is within the serviceable range
and coordinate schedules accordingly.
* Logistical Coordination: With mobile services,
there are unique challenges related to scheduling,
such as coordinating service routes, managing technician
availability, and understanding the impact of
travel time. BDC agents must be trained to handle
these logistics efficiently to maximize the number of
daily appointments.
* Customer Communication: Given that many customers
are new to mobile services, BDC agents should
be trained to clearly explain the benefits, process, and
costs associated with these services. Proper scripting
and communication guidelines can help set expectations
and provide a consistent customer experience.
Jim Sabino, an early-adopter of mobile services,
emphasizes the importance of building logic into BDC
training to help agents distinguish between situations
that require an in-dealership appointment and
those who can be handled by mobile services. " It's like
understanding whether a customer needs the 'emergency
room' or just a routine check-up, " Jim explains.
" If it's routine maintenance, like an oil change or tire
rotation, that's a mobile appointment-just like going
to the doctor for a check-up. But if the customer has
more complex needs or higher mileage indicating
potential issues, that's when you guide them towards
coming into the shop. It's about equipping your BDC
team with the right tools and training to make these
assessments effectively. "
Investing in comprehensive training for BDC agents
ensures they are prepared to handle the unique challenges
and opportunities of mobile services. This,
in turn, enhances customer satisfaction, increases
appointment conversion rates, and reduces the likelihood
of scheduling errors.
LEVERAGING VOICE AI TO
ENHANCE BDC PERFORMANCE
One of the most exciting developments in optimizing
BDCs for mobile services is the use of Voice AI technology.
Voice AI can assist in several ways:
* Automating Routine Interactions: Voice AI can
handle routine customer interactions, such as confirming
appointments, providing basic information,
or answering frequently asked questions. This allows
BDC agents to focus on more complex tasks and
customer inquiries that require a human touch.
* Improving Response Times: By automatically
managing routine inquiries and appointment confirmations,
Voice AI can significantly reduce response
times. This is especially valuable during peak hours
when BDC agents are often overwhelmed with calls.
* Enhancing Customer Experience: Voice AI can
be programmed to recognize customer preferences,
service history, and specific needs. This enables
more personalized interactions and improves the
overall customer experience.
* Seamless Handoffs: When a more complex issue
arises that requires human intervention, Voice AI
can seamlessly hand off the call to a BDC agent with
all relevant information. This ensures the customer
doesn't have to repeat themselves and enhances efficiency
as well as customer satisfaction.
SEPTEMBER OCTOBER 2024 || FIXED OPS MAGAZINE
27
Fixed Ops Magazine 2024 Vol 21-5a

Table of Contents for the Digital Edition of Fixed Ops Magazine 2024 Vol 21-5a
