ensure the BDC can target its outbound efforts on the right customers. Manually tracking appointments is no longer necessary. Instead, agent compensation can be automatically calculated. This enhancement potentially saves thousands of man-hours each month and ensures performance data is accurate. Now that we've gone through the new metrics you need to track and how you can transform those metrics into success for your team, let's explore the three areas of critical importance to transform your BDC from an appointment center to a retention center: 1. CONSISTENCY A consistent process and talking points are key to making or breaking a customer relationship. Does your BDC center and and do your service professionals follow key talking points when booking appointments? Are they being consistently helpful, friendly and kind by setting up proper customer expectations for the actual visit? Were they friendly while actively listening to the customer's needs? Did they show kindness while trying to find days and times that would meet the customer's schedule, even if it's not a perfect fit? Did they go above and beyond looking for time mileage recommendations, recalls, and communicating the amount of time a service will take? These steps all build revenue and trust when applied with consistency. Once the customer has the initial trust, how well does this consistency transfer over to the lane? Did the ASM support the agent by making the same recommendations as were on the write up? Did they add to that trust by providing regular updates or break it by forcing the customer to call back for a status update? Build on that NOVEMBER DECEMBER 2022 || FIXED OPS MAGAZINE 59http://ASIDoors.com