Blueprint’s comprehensive Service BDC Audit is a game changer in the way your customer service department operates. This isn’t some quick and fast checklist of things you should or shouldn’t be doing. Blueprint conducts a multi-day complete evaluation of your BDC operations.
This type of review is not something most dealerships can do in house. Considering we have worked with some of the largest dealerships in the country, even they recognize the benefit of what an independent, experienced BDC expert can provide.
The Service BDC Questionnaire: An in depth questionnaire to be completed by the BDC Manager & Fixed Ops / Service Manager.
Review training & coaching processes: Existing & new hire curriculums, call grading and coaching, product knowledge training & testing.
Inspect Key Performance Indicators: Daily, Weekly & Monthly reports for both department (BDC) and individual Service Coordinator (SC) productivity.
Business Guides: Inspect Policies, Procedures & Processes documentation, all aspects of daily operations.
Phone System set up: Automated attendant; phone queue, call accounting, call recording.
Inspect pay plans: The Service BDC Manager and Service Coordinators.
Our Call Analyst will review your inbound service calls for the following:
The Inbound Service Reservation: 11 key impact questions measured.
The Price Shopper: Brakes, Tires, 30K service and more: 7 key impact questions measured.
Operations: Call flow, strategy, key questions, key data collection, shop loading, email address and more.
Alternative Transportation: Managing our client’s expectations, reducing “waiters”
Detractors: Abandon calls, long hold times, multiple transfers, voicemail instead of a live agent
Phone Etiquette: Attitude, tone, active listening skills, friendly, upbeat, energetic and caring.
Service Coordinator’s Knowledge: Industry knowledge of maintenance intervals, recalls, price quoting and more.