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Outsourcing Inbound Call Center Function

We are getting slammed with calls in all of our departments. On several occassions I have tried outsourcing BDC functions but I have never been overly successful in finding a company that can do a good job. Many of our customers speak Spanich so it requires bilingual operators. I am looking for alternatives to handle inbound sales and service calls. Does anyone have anyone they can recommend?

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Comment by Keith Shetterly on July 8, 2009 at 9:25am
If you find one, please let me know keithshetterly@gmail.com. This is my Holy Grail!

Dealer
Comment by Paul Husing on July 8, 2009 at 7:14am
Alex,

In our many years in the business, we've answered your questions many times over. After setting up in house BDC for hundreds of dealers across the country, we found that we were always going back to provide training again and again and advising pay plans...After several years of this, we developed our own BDC that we outsource. We still train dealers that want to develop in house BDC, but our fully trained staff gets better results, and let's face it, we're in a results oriented business. Also, to your accord, we have several multi lingual specialists that are trained to set appointments for your dealership. We provide all of the dealership information and use tracking numbers so we know what dealership generated the call. All calls and communication is logged into a CRM that you can access at any time. Appointments are set and the dealership takes over from there. If you would like any additional information, feel free to call me at 866-656-5589. Good Luck to You!

Paul

Influencer
Comment by Clarence U Romero on July 8, 2009 at 6:09am
Couple ways. The most effective is a bonus structure. 7.50 hour and anywhere from $10-$25 per confirmed and showed appointment. If the appointment sold an additional $25

Influencer
Comment by Alex Andreus on July 8, 2009 at 5:45am
Thank you for the advice. It sounds like inhouse is the way to go. What do you guys recomend that would be an effective pay structure for people answering calls?

Influencer
Comment by Clarence U Romero on July 7, 2009 at 4:51pm
Thanks Jennifer,

See Alex, free advice from the pro's. Their are many models that can work for your store. I was looking through your profile, and I am familiar with your store. My sister lives in Miami, and I have done allot of consulting work down there.

Influencer
Comment by Jennifer Boland on July 7, 2009 at 4:41pm
Good Evening Alex,

I have to agree 100% with Clarence. One of the many reasons I have not started an outside BDC to sell to dealers is because your customer called to get specific answers from your store, not a generic script to create a lead for your store to follow up on when they are not too busy.

All of us who have worked for more than one dealership understand that every store comes with it's own set of dynamics. The #1 reason to have your own BDC is to make it yours.... your own scripts, your own processes, and no one telling you that your store is the reason it's not working.

This is by far the best time to start your BDC (if you have the money that is). You can hire better quality people at the starting wage a BDC requires and business is slim enough you will be able to easily measure results, while training your staff on processes that will be second-nature when business does pick up again.

Feel free to contact me if you'd like some targeted advice for your store.

Thanks,

Jennifer

Influencer
Comment by Clarence U Romero on July 7, 2009 at 4:11pm
Hey Alex,

Best recommendation is to keep it in house. There is nothing like having your BDC in house. Remember, your trusting your data to a stranger. Some of them sell your data to other companies.

The way I would set up BDC depts. that were getting slammed is appointment setters. Have the appointment setters answer all the inbound calls and have them filter the calls. The ones that need a sales person, have them transfer them at once. That's also if you’re going to have dedicated internet sales people.

Another way to go is teaching a transfer process to your floor, but that would require allot of training, including CRM. Both methods will sell you more vehicles, and will save you allot of money.

Remember, outsourcing your phone calls and leads will take business off the premises and will not bring you more appointments, as there is no connection to someone in the dealership.

Let me know if I can help you further, I would be more than happy to walk you through it.

Clarence

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