Fixed Ops Magazine - 2022 Vol19 03 - 40

common for appointments to be booked out for weeks
and even months in the future. Customers who call
expecting to get in right away will be frustrated and
may turn to other shops or Jiffy Lubes down the street.
Agents can shorten that horizon and save appointments
by proactively calling customers before the service
is due. For example, if your shop is booking out two
months in advance, agents can pull a list of customers
due in a month and get them on the schedule now. This
saves CSI issues and balances the workload of the BDC
and the drive.
5. Consider handing some of the advisors' tasks to
BDC agents. Yes, this is a controversial suggestion. But,
hear me out. As people hold onto their cars longer, advisors
are more overwhelmed than ever with traffic in
the drive, paperwork, and the necessary follow-up to
get customers in and out of the shop. Agents can help
advisors with status checks and upsells during the visit
as well as updates to get vehicles out of the drive
faster. The catch is off-loading necessary BDC work so
agents can take on new responsibilities. Again, using a
DVA for inbound calls is a proven way to free-up agents'
time so they can help advisors deliver a better customer
experience.
DON'T JUST SURVIVE ... THRIVE
A service BDC can be a powerful profit center. Leverage
technology to handle routine tasks and free-up agents
to make revenue-producing calls and actually DEVELOP
business. Those service centers able to evolve and
change will not only survive, they will thrive.
Tiffany Peeler is the VP
of Sales & Operations
for
Proactive
Solutions.
Joining
Dealer
the
Proactive team nearly
a decade ago, Tiffany
quickly became recognized
for driving growth
and retention with her
expertise in developing
and delivering effective coaching solutions. Today, Tiffany
leads the sales and fulfillment teams with a laser
focus on delivering industry-leading solutions to improve
the customer experience and dealership profitability
for over 1,200 North American dealerships.
Tiffany was invited to speak at Nissan's 2022 Dealer
Digital Summits for the Mid-Atlantic Region and the
Southeast Region. Tiffany was also a 2018 Women in
Automotive Conference speaker.
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Fixed Ops Magazine - 2022 Vol19 03

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