HIGH PERFORMING SERVICE BDCRUTH TOMCZYK

"EVERY GREAT INNOVATION IS SIMPLY A SOLUTION TO A PROBLEM" - @CRAIGGROSCHEL

ISSUE: KEEP MY SERVICE ADVISOR AVAILABLE TO PROVIDE GREAT CLIENT

FOCUSED SERVICE

DEALERSHIP WANTS:

Sales and Gross High CSI More traffic Client retention

"HEY BOSS – DO I ANSWER THE PHONE OR TAKE CARE OF THE CLIENT IN FRONT OF ME?"

• WHAT MESSAGE ARE WE SENDING WHEN THE PHONE RINGS AND RINGS?

• Is that what happens when I will call?

• THEY ARE TOO BUSY FOR ME!

• How much business are we missing?

• We want to keep the advisor in front of a customer, selling and buidling relationship

• BDC can answer many of the questions and not interrupt advisor

"IF YOU DON'T KNOW WHERE YOU ARE GOING, ANY ROAD WILL GET YOU THERE."

- LEWIS CARROLL

How do we measure

How do we monitor

How can we drive the behavior in the BDC

SCRIPTS

• Call guide - inbound

• FAQ training – strategic responses

• Outbound script

• Train

• Call Rater

TECHNOLOGY

Call Rater – score calls and performance

BDC tracker - log calls inbound and outbound

Mitel - Log in and out of system

X-time – appointment system and CRM

Backstop - for missed calls

KEY PERFORMANCE INDICATORS (KPI)

• Measure current performance

• Have phone system with

measurement capabilities

• Start tracking

• Listen to calls

• Set Benchmarks

• Train

• Shop Loading

MEASURE

REPORTING CALL TRACKER

FOLLOW UPWHAT'S NOT PERFECT YET?

MEETINGS

ADDITIONAL TRAINING