Understand the Role
A wise BDC Manager understands that his/her job isn’t focused on selling cars — but on selling appointments. Sounds logical, right?
“One of the common mistakes we see from dealer management is that they tend to promote top-performing agents into BDC Manager positions, who lack critical leadership skills and the necessary call center background to effectively improve performance,” says Amanda Singleton, Sr. Director of Training & Support for Blueprint BDC Consulting, a leading provider of BDC strategy, training and recruiting owned by Dealer-FX. “The BDC Manager needs to come equipped with foundational communication and coaching skills. They need to possess not only the ability to analyze key performance indicators (KPIs), but tie them back to appointment-setting behaviors that enhance desired levels of performance.”
Beyond appointment-setting, BDC Managers must also understand the need to collaborate with a wide range of dealership personality types – from the GM to the Service Director to the Advisor. The ability to prioritize a variety of objectives to deliver on key metrics is a highly prized skill that’s rarely obvious.
Slow the Churn
BDC agent turnover rate falls somewhere between 30 to 45%. Whew, that’s a whole lot of turnover. What’s more, studies reveal that 79% of people who quit their jobs say ‘lack of appreciation’ was the reason. Skilled BDC leaders motivate their agents intrinsically. What do we mean by that? Rather than just overweight negative reactions to weak performance, they create a better work setting by actively focusing on positive actions. Over time, an environment emerges that naturally inspires the growth of happy, high-performing teams.
Hand-in-hand with positive reinforcement is another not-so-obvious technique. The strategic application of tactics that encourage teamwork and a strong sense of a job well done. Things like contests and rewards to add motivation and a bit of competitive edge. Or even a mentoring program, where experienced agents earn bonuses for showing newcomers the ropes
Lead By Example
Self-confidence is a natural trait of leaders. But sometimes it goes to their heads. Boasting about personal accomplishments is unproductive. It only creates a disconnect between the BDC Manager and the team. If the Manager puts his/her own success over the team’s…Ouch! Agents will sense it right away.
Humility is the sign of a true team player. Smart BDC Managers regularly take calls, answer emails or address high-stress situations. They embrace getting down in the “trenches” with agents. This does not go unnoticed by team members, and builds respects for the BDC Manager.
Adapt or Die
Every work day goes exactly as planned, right? Sure it does (insert sarcastic tone here). In reality, the server crashes or a team member quits on the spot. A 2008 study conducted by the Economist Intelligence Unit found that the ability to think on one’s feet and adapt to change is one of the top three leadership qualities to master… and one of the key’s to being a truly great leader. This is one of the most underrated qualities of an exceptional BDC Manager.