high performing service bdc - automotive news · 2018-11-21 · •bdc can answer many of the...
TRANSCRIPT
HIGH PERFORMING SERVICE BDCRUTH TOMCZYK
"EVERY GREAT INNOVATION IS SIMPLY A SOLUTION TO A PROBLEM" - @CRAIGGROSCHEL
ISSUE: KEEP MY SERVICE ADVISOR AVAILABLE TO PROVIDE GREAT CLIENT
FOCUSED SERVICE
DEALERSHIP WANTS:
Sales and Gross High CSI More traffic Client retention
"HEY BOSS – DO I ANSWER THE PHONE OR TAKE CARE OF THE CLIENT IN FRONT OF ME?"
• WHAT MESSAGE ARE WE SENDING WHEN THE PHONE RINGS AND RINGS?
• Is that what happens when I will call?
• THEY ARE TOO BUSY FOR ME!
• How much business are we missing?
• We want to keep the advisor in front of a customer, selling and buidling relationship
• BDC can answer many of the questions and not interrupt advisor
"IF YOU DON'T KNOW WHERE YOU ARE GOING, ANY ROAD WILL GET YOU THERE."
- LEWIS CARROLL
How do we measure
How do we monitor
How can we drive the behavior in the BDC
SCRIPTS
• Call guide - inbound
• FAQ training – strategic responses
• Outbound script
• Train
• Call Rater
TECHNOLOGY
Call Rater – score calls and performance
BDC tracker - log calls inbound and outbound
Mitel - Log in and out of system
X-time – appointment system and CRM
Backstop - for missed calls
KEY PERFORMANCE INDICATORS (KPI)
• Measure current performance
• Have phone system with
measurement capabilities
• Start tracking
• Listen to calls
• Set Benchmarks
• Train
• Shop Loading
MEASURE
REPORTING CALL TRACKER
FOLLOW UPWHAT'S NOT PERFECT YET?
MEETINGS
ADDITIONAL TRAINING