Fixed Ops Journal - October 2021 - F18

FIXED OPS JOURNAL
ABCS OF BDCS
Structured processes, training and career paths
spell success for oft-neglected call centers
Team Automotive Group
opened a standalone BDC
offi ce in a historic building
in Salisbury, N.C., in 2019.
KEN WYSOCKY
foj@autonews.com
W
hen Team Automotive Group
retooled its business development
center a couple of years
ago, the North Carolina-based
company had one goal in mind for its fi ve
stores: Make the phones ring and the doors
swing.
" Our goal every day is to reach out to new
and old customers and make sure they don't
end up at another dealership, " says Matt Raymond,
director of digital operations for the
group, based in Salisbury, about 45 northeast
of Charlotte.
So far, so good for the group's BDC. Since
2019, it has morphed from just a retail sales
BDC with four agents dedicated to a Chevrolet
dealership to a service and sales call center
PAGE 18 OCTOBER 2021
with 24 agents covering all
fi ve stores - including 10
devoted exclusively to service
calls.
Repair orders from January
through August in 2021
jumped nearly 29 percent
compared with the same
time last year, from 19,989
to 25,751.
Th e result? A large reveno
real direction or daily,
weekly or monthly goals, "
Raymond explains. " So we
were underachieving. "
For example, customers
now get a phone call 10
days after their service visit.
Raymond:
Ask
for appointments.
nue increase , spurred mostly by customer-pay
repair orders generated by outbound-call
campaigns with promotional off ers, Raymond
says.
One critical ingredient in the success recipe:
adherence to processes backed by comprehensive
training, he says.
" We had no structured processes before -
Harrington: Keep
workers happy.
Using a detailed script,
agents thank customers
for their business and note
any declined recommended service. Th ey
then off er a 10 percent discount to entice customers
to return for the recommended service.
" We
make it very easy to follow the process, "
Raymond says. " Th e key is to ask customers
for their business and schedule an appointment.
If you don't ask for an appointment ev

Fixed Ops Journal - October 2021

Table of Contents for the Digital Edition of Fixed Ops Journal - October 2021

Contents
Fixed Ops Journal - October 2021 - Intro
Fixed Ops Journal - October 2021 - F1
Fixed Ops Journal - October 2021 - F2
Fixed Ops Journal - October 2021 - Contents
Fixed Ops Journal - October 2021 - F4
Fixed Ops Journal - October 2021 - F5
Fixed Ops Journal - October 2021 - F6
Fixed Ops Journal - October 2021 - F7
Fixed Ops Journal - October 2021 - F8
Fixed Ops Journal - October 2021 - F9
Fixed Ops Journal - October 2021 - F10
Fixed Ops Journal - October 2021 - F11
Fixed Ops Journal - October 2021 - F12
Fixed Ops Journal - October 2021 - F13
Fixed Ops Journal - October 2021 - F14
Fixed Ops Journal - October 2021 - F15
Fixed Ops Journal - October 2021 - F16
Fixed Ops Journal - October 2021 - F17
Fixed Ops Journal - October 2021 - F18
Fixed Ops Journal - October 2021 - F19
Fixed Ops Journal - October 2021 - F20
Fixed Ops Journal - October 2021 - F21
Fixed Ops Journal - October 2021 - F22
Fixed Ops Journal - October 2021 - F23
Fixed Ops Journal - October 2021 - F24
Fixed Ops Journal - October 2021 - F25
Fixed Ops Journal - October 2021 - F26
Fixed Ops Journal - October 2021 - F27
Fixed Ops Journal - October 2021 - F28
Fixed Ops Journal - October 2021 - F29
Fixed Ops Journal - October 2021 - F30
Fixed Ops Journal - October 2021 - F31
Fixed Ops Journal - October 2021 - F32
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