How to Hire the Best Automotive BDC Representatives
admin | Automotive BDC |
As a manager or owner of a dealership, you know that customer service can make or break the success of your business. And arguably the most important aspect of building a successful customer service operation is hiring and working with the right people.
In this article, we will discuss what to keep in mind while hiring agents for your automotive BDC, as well as why outsourcing your BDC to a third party could be the best way to ensure you have the right people handling your customer service.
Tips for Hiring the Best Automotive BDC Agents
While interviewing and hiring your automotive BDC agents, we recommend looking for professionals who possess and prioritize the following qualities and values:
- Excellent Communication: Good communication is key for any aspect of business, especially for running an effective customer service operation. Since your BDC agents will be communicating with dozens of customers every day, they must prioritize exceptional communication skills above all else. Moreover, as your BDC agents will be the first point of contact for many of your customers, they must make a good impression, further showing that their communication skills must be excellent.
- Welcoming Phone Personality: Because your BDC agents will be the first point of contact for many potential customers, they must be able to welcome customers into your dealership. So, they must give off a welcoming and warm personality while communicating over the phone. Please do not confuse this, though, with the need to possess an extroverted personality. In fact, introverts bring many strengths to the table when it comes to customer service. All this means is that your BDC agents must have the communication skills to be able to sound warm and welcoming throughout the customer experience.
- Prioritize Listening to Customers: The first step to being a good communicator and providing exceptional customer service is to be able to listen to your customers’ needs. So, it is important that the BDC agents you hire possess exceptional listening skills. They must be able to listen to your customers, analyze their problems based on their specific needs, and provide solutions that are tailored to each customer.
- Company Loyalty: Customer service roles at automotive BDCs can have high turnover if you aren’t careful in your hiring process. And having to constantly hire and train new people is expensive, time consuming, and annoying. So, try to find employees who possess loyalty and can show that there is a good chance they will stay with you for a long time. While loyalty can be difficult to measure in a candidate, there are a few things you can look for. For example, has the candidate been floating from job to job over the past few years, or has he or she been steady at one job? Why is the candidate leaving his or her past position? What are the candidate’s career aspirations? Is he or she looking to grow within a single company?
Outsource Your Automotive BDC to Ensure High-Quality Agents
If you follow the tips discussed above, you will be more likely to find agents that can sustain your BDC as a successful operation. However, finding the right agents and managing this type of operation can be expensive and take your time away from other aspects of your dealership. Because of this, the best way to maintain a high-quality BDC with exceptional agents may be to outsource your BDC to a third party.
We discuss the many advantages of outsourcing your automotive BDC in our article titled, “How to Improve Your Automotive BDC.” In addition to the benefits discussed in that article, outsourced BDCs are able to focus their time and energy on hiring and training the best agents for the job, meaning they are able to provide the best customer service for your dealership. Moreover, third-party BDCs have the resources available to use their agents’ skills to run multifaceted marketing campaigns that can help your dealership grow and increase its ROI.
In sum, outsourcing your BDC could save you time and money, while also allowing you to expand your marketing operations with trained and experienced automotive BDC agents.
Enhance Your Automotive BDC by Partnering with Customer Traac
If you are in need of an automotive BDC for your dealership, 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.