A Business Development Center is a dynamic operation with many moving parts, each contributing to its overall success. Much like a finely tuned machine, every process—whether it’s data collection, lead
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;
In the BDC, the pressure to work rapidly is common. Business Development Centers often find themselves caught in a relentless pursuit of speed, believing it to be the sole determinant
The automotive industry is undergoing a digital transformation, and the BDC is at the heart of this change. To keep pace with the evolving customer journey and increasing competition, dealerships
Training alone is not enough. Training has a purpose; it shares knowledge and defines desired outcomes. Training gives you the who, what, when, where, and why. Coaching gives you the
The primary benefit of a service BDC is to take the phone pressure off the front line advisors and customer facing support members such as receptionists or a cashier. This
First impressions are everything. From the moment a customer reaches out to a dealership, their experience sets the tone for the entire interaction. Phone etiquette is an impactful aspect of
Your customers are demanding. Whether they are seeking a new vehicle or scheduling a service appointment, customers want speed, convenience, knowledgeable reps, and friendly service. The car business is evolving,
In a highly effective and profitable BDC, the significance of Quality Assurance (QA) cannot be overstated. A well-structured QA process is the cornerstone of ensuring that every customer interaction meets
For a Service BDC, understanding and managing peak times for inbound calls is essential. Peak times often coincide with high call volumes, presenting both challenges and opportunities for service centers.
