Fixed Ops Magazine 2022 Vol 19-1 - 60

ADMINISTRATION DEPARTMENT BY SEAN REYES
LITTLE
WINS ADD
UP TO BIG
REVENUES
BDC Best Practices for Building Loyal Customers
L
egendary football coach Vince Lombardi's quotes
on winning stand the test of time. Taken from the
gridiron of the NFL and into the business arena,
the challenge is to transform these inspiring words into
every customer interaction. Consistent execution matters.
Not only does winning feel good, dealerships can
win over consumers and reap impressive revenues with
efficient and effective call center teams.
With more than 1 in 4 vehicles affected
by a dangerous recall, there is a
Call Center Services Team that has
an abundance of opportunities to
connect leery owners to an authorized
dealer who can attend to the
repairs. While the repairs come at no
cost to the vehicle owner, the process
of securing a service appointment
is more strenuous than what
most would anticipate.
BEST PRACTICES SHARED
We're fielding
thousands of calls
daily from consumers
who don't quite know
what to do and,
admittedly, are a bit
annoyed to have to
attend to a recall
60
The company works with OEMs and franchised dealerships
to locate these vehicles and their owners, orchestrating
all the data, technology and communications to
reach consumers who may not even be aware of the
impending danger. All inquiries and requests to schedule
service are funneled into a centralized call center,
where data is collected and processes improved. Those
best practices are being shared with
the dealership community. Although
this is a very specialized Call Center,
the BDC aspects remain. Therefore,
those best practices are also being
shared here as well for the benefit of
captive and virtual BDCs who might
be interested.
" We're fielding thousands of calls
daily from consumers who don't
quite know what to do and, admittedly,
are a bit annoyed to have to
attend to a recall, " explains the Call

Fixed Ops Magazine 2022 Vol 19-1

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-1

Fixed Ops Magazine 2022 Vol 19-1 - 1
Fixed Ops Magazine 2022 Vol 19-1 - 2
Fixed Ops Magazine 2022 Vol 19-1 - 3
Fixed Ops Magazine 2022 Vol 19-1 - 4
Fixed Ops Magazine 2022 Vol 19-1 - 5
Fixed Ops Magazine 2022 Vol 19-1 - 6
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Fixed Ops Magazine 2022 Vol 19-1 - 19
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Fixed Ops Magazine 2022 Vol 19-1 - 39
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Fixed Ops Magazine 2022 Vol 19-1 - 48
Fixed Ops Magazine 2022 Vol 19-1 - 49
Fixed Ops Magazine 2022 Vol 19-1 - 50
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Fixed Ops Magazine 2022 Vol 19-1 - 53
Fixed Ops Magazine 2022 Vol 19-1 - 54
Fixed Ops Magazine 2022 Vol 19-1 - 55
Fixed Ops Magazine 2022 Vol 19-1 - 56
Fixed Ops Magazine 2022 Vol 19-1 - 57
Fixed Ops Magazine 2022 Vol 19-1 - 58
Fixed Ops Magazine 2022 Vol 19-1 - 59
Fixed Ops Magazine 2022 Vol 19-1 - 60
Fixed Ops Magazine 2022 Vol 19-1 - 61
Fixed Ops Magazine 2022 Vol 19-1 - 62
Fixed Ops Magazine 2022 Vol 19-1 - 63
Fixed Ops Magazine 2022 Vol 19-1 - 64
Fixed Ops Magazine 2022 Vol 19-1 - 65
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