- Mar 10, 2011
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- Kathi
I have a client who's considering all options on a BDC. He's looking at the possibility of outsourcing. Have you had experience with this? If so, can you recommend a vendor?
Anyone dealership outsourcing their BDC?
- Thread starter kathikruse
- Start date
Not a fan out outsourcing....
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- Apr 28, 2009
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- Jerry
- Sep 18, 2012
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- Beth
I don't believe in outsourcing but had a presentation from the company that offers AVA. Sounds interesting and looks like there has been success (looking at testimonials of dealers that used the service), but I'd still be a little hesitant hiring outside. Training your staff is a better option in my eyes.
- Mar 10, 2011
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- Kathi
I don't believe in outsourcing either Beth. I was simply asked by a client if I knew anyone and thought I'd ask DR peeps. The company I knew is gone now. Thanks for commenting.
Thought about it, seriously.. And our in-house BDC has been much better. Glad I didn't go that route.
- Sep 19, 2012
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- Big Tom
Having worked around stores with on-site and centralized BDC arrangements, I can see potential for a LIMITED outsource. If I may explain...
When the BDC is on property, there can be much more real-time interaction with the sales management team regarding vehicle pricing and availability (beyond the canned 'oh yes, that car is available' whether it is or not). With a *centralized* BDC you essentially have an OUTSOURCED BDC, because everythin has to be escalated via email or CRM and if it's a busy saturday, the client may not get the best info in a timely manner - some of this may be mitigated by having a BDC sales manager with full authority...
I think LIMITED OUTSOURCING could be a viable option because few stores or groups are going to staff their call center 24/7, so overnight availability is key for that demographic that truly does their shopping after hours - especially if you mention on your website that your phones are staffed 24 hours. Our experience with LIVE CHAT has proven that conversion rates are much higher if a prospect gets a real-time response, even if the call (or chat) center discloses that they are an answering service. But a well-trained and WELL SCRIPTED response can boost CSI and improve conversion rates - whether its for a customer whose battery left them stranded at their restaurant or one who wants to ensure he can come in first thing for a test drive.
This can especially benefit stores that serve an area with a lot of shift work or military bases that operate around the clock. In my humble opinion, of course.
When the BDC is on property, there can be much more real-time interaction with the sales management team regarding vehicle pricing and availability (beyond the canned 'oh yes, that car is available' whether it is or not). With a *centralized* BDC you essentially have an OUTSOURCED BDC, because everythin has to be escalated via email or CRM and if it's a busy saturday, the client may not get the best info in a timely manner - some of this may be mitigated by having a BDC sales manager with full authority...
I think LIMITED OUTSOURCING could be a viable option because few stores or groups are going to staff their call center 24/7, so overnight availability is key for that demographic that truly does their shopping after hours - especially if you mention on your website that your phones are staffed 24 hours. Our experience with LIVE CHAT has proven that conversion rates are much higher if a prospect gets a real-time response, even if the call (or chat) center discloses that they are an answering service. But a well-trained and WELL SCRIPTED response can boost CSI and improve conversion rates - whether its for a customer whose battery left them stranded at their restaurant or one who wants to ensure he can come in first thing for a test drive.
This can especially benefit stores that serve an area with a lot of shift work or military bases that operate around the clock. In my humble opinion, of course.
- May 1, 2005
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- Jeff
I agree with Tom. Some shouldn't be so quick to write off outsourcing and not "believe" in it. There can be many advantages to outsourcing particular operational items.
No matter if you're outsourcing or you have your full operation in house - both NEED strong support from upper management. I've seen in-house BDC's fail over and over due to no support and ignorance from upper management while the outsourced option actually worked better for these dealer/personell. Outsourced BDC can also be a great options for a dealer that starting to understand the importance of real process but it's quite ready to bring all the levels of operation in house.
How about outsourcing the more mundane and less monetary operations while keeping true Business Development options in-house - like equity campaigns and follow-up with higher intent to purchase customers.
I've used eLead's Call Center across many dealers for several of their services with great success.
Here is a general list of their services...
▪ Unsold Traffic: Phone, Internet and Showroom
▪ Insta-call Lead Follow up
▪ Long-term Unsold Prospect Follow up: Phone, Internet and Showroom Leads 60-90 Days Old
▪ Custom Outbound Call Campaigns Design to Dealer Specifications
▪ Delivery CSI Surveys Including Brand Management
▪ Incoming Sales and Service Calls
▪ Data Mining Calls: Equity, Lower Payment, End of Term/Lease, Warranty, Delivery and Defector
▪ LVT 30 Second Informational Call
Another service to consider would be AutoAccelerator. Alicia (founder), is a member here and stops in from time to time to offer up some advice. Her company offers several BDC services for dealers and i've heard some very positive feedback from dealers using them.
They too offer many if not all of the above listed services.
Kathi, sorry for the late response on this one. I had typed something out when you first posted but something happened and it never published. Sorry for now just getting around to reposting.
No matter if you're outsourcing or you have your full operation in house - both NEED strong support from upper management. I've seen in-house BDC's fail over and over due to no support and ignorance from upper management while the outsourced option actually worked better for these dealer/personell. Outsourced BDC can also be a great options for a dealer that starting to understand the importance of real process but it's quite ready to bring all the levels of operation in house.
How about outsourcing the more mundane and less monetary operations while keeping true Business Development options in-house - like equity campaigns and follow-up with higher intent to purchase customers.
I've used eLead's Call Center across many dealers for several of their services with great success.
Here is a general list of their services...
▪ Unsold Traffic: Phone, Internet and Showroom
▪ Insta-call Lead Follow up
▪ Long-term Unsold Prospect Follow up: Phone, Internet and Showroom Leads 60-90 Days Old
▪ Custom Outbound Call Campaigns Design to Dealer Specifications
▪ Delivery CSI Surveys Including Brand Management
▪ Incoming Sales and Service Calls
▪ Data Mining Calls: Equity, Lower Payment, End of Term/Lease, Warranty, Delivery and Defector
▪ LVT 30 Second Informational Call
Another service to consider would be AutoAccelerator. Alicia (founder), is a member here and stops in from time to time to offer up some advice. Her company offers several BDC services for dealers and i've heard some very positive feedback from dealers using them.
They too offer many if not all of the above listed services.
Kathi, sorry for the late response on this one. I had typed something out when you first posted but something happened and it never published. Sorry for now just getting around to reposting.
- Dec 30, 2009
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- Yago
The dealer next door is HAPPY that you did that and he is RIGHT now trying to figure out what you pay to the main people (there are always one or two "leaders" that make a BDC place work) so he can offer $500 more.
This is no joke, I've witnessed over the years the fact that MOST people that become technically savvy at the dealerships end up leaving to a vendor (most of the time because of the hours, week end, etc).
In Seattle both Cobalt and Autotrader have taken the most (and I don't blame them for it).