admin | Automotive BDC |
Training your BDC agents to effectively interact with your customers involves ensuring you have the right phone script for your agents to follow. Creating a comprehensive phone script can be challenging from a technical standpoint. Fortunately, though, there are many options for products you can buy that can help you create the right script for your dealership. We recommend checking out RingCentral as an example.
For this article, we won’t dive into the technical aspects of creating a phone script. Rather, we will focus on communication best-practices when it comes to creating a phone script that works for your agents and customers. Specifically, we will discuss three key tactics to keep in mind while creating your phone script. We will then discuss how outsourcing your automotive BDC can help you optimize your phone script and overall customer service operations.
- Focus on Listening to the Customer: We recommend designing your phone script around the idea of getting as much information from the customer as you can. And this means ensuring the script is built around listening to the customer and allowing him or her to speak as much as possible. This way, you will ensure your agents can receive as much information about the problem as possible to best prepare your service advisors.
- Allow Your Agents to Improvise: While having a set list of questions and script your agents must follow is important, it is equally as important to have room in your script for agents to improvise and use their best judgement to try to obtain the right information from your customers. After all, most problems your customers face are unique in at least some way, and it is important for your agents to identify and learn about these problems as much as possible so they can best prepare your service advisors for the appointment. Similarly, if your agents are running an outbound marketing campaign, it is important that your agents have the freedom to interact with your customers in a way that works for that specific interaction, seeing as each outbound calling interaction will be unique in some way.
- Have a Call-to-Action: Having a call-to-action is crucial for the success of each call with your customer. In your script, be sure to have your agents ask your customers to “do something” after the call. This “something” could be coming in for an appointment, signing up for a service, signing up for a follow-up call, or so much more. The bottom line is that you don’t want the call to end with no next step clearly outlined by your agent and agreed upon by the customer.
Writing the right script for your agents and overseeing a customer service operation in general is challenging, time-consuming, and expensive. Because of this, we recommend partnering with a third-party BDC to enhance your operations and save you time and money. We discuss the main advantages for dealerships who outsource their BDC’s in our article titled, “Why Should a Dealership Outsource Its Service BDC?” Briefly, though, outsourcing your BDC will lead to more service appointments scheduled, a better customer experience, a strategically made phone script, more enhanced marketing and sales campaigns, and the saving of time and money.
If you are interested in speaking with someone about partnering with a third-party BDC, please read on below.
Outsource Your Service BDC with Customer Traac
If you would like to improve your dealership’s operations by outsourcing your service BDC, or if you would like to speak with an expert in the field to learn more, please reach out to us to see how we can help. At Customer Traac, we work with you to understand your specific goals and needs, so we can provide a personalized service that optimizes your dealership’s marketing and communication efforts. We offer a full range of automotive marketing services, including a full-charge contact center, appointment scheduling, outbound calling campaigns, and a full-service automotive BDC. Our agents go through extensive training to make sure they provide the best customer service and help your business grow.
We partner with dealerships across the United States. Please call us at 763-553-2989 or fill out our contact form to learn more.