In the car business, the BDC serves as the engine that drives customer engagement and lead conversion. The sequence in which calls are made in the BDC is not arbitrary; it is a carefully planned strategy designed to maximize efficiency, capture every potential opportunity, and enhance customer satisfaction. Prioritizing calls based on specific criteria ensures that no opportunity is missed, and that each customer interaction is optimized. Here’s an in-depth look at the priority of calling in the BDC and the reasoning behind this critical sequence. .
The top priority in any BDC is to answer inbound calls. There is nothing more urgent than a ringing phone. An inbound call is a direct touchpoint where a customer has taken the initiative to reach out. This type of interaction is crucial because it often indicates an immediate need or interest—whether it’s for vehicle inquiries, service appointments, or customer service issues. Answering inbound calls promptly is vital because it demonstrates the dealership’s responsiveness and commitment to customer service. Moreover, these callers are typically further along in the sales funnel, making them more likely to convert into appointments or sales if their needs are met efficiently.
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