Automotive BDC Is The Winning Dealerships Secret Weapon

Top 80 Automotive BDC Terms

1. ACD (Automatic Call Distribution): A system that manages inbound calls by routing them to the appropriate agents.
2. After-Call Work (ACW): Post-call activities such as updating CRM systems, essential for completing customer interaction details.
3. Agent Call Script: A pre-written guide used by BDC agents to maintain consistency during calls.
4. Appointment Confirmation: Reaching out to leads to confirm their scheduled appointment with the dealership.
5. Audience Segmentation: Dividing potential customers into different groups based on specific characteristics to personalize follow-up.
6. Auto Dialer: A tool that automatically dials phone numbers for outbound BDC calls to improve efficiency.
7. BCP (Business Continuity Plan): A strategy ensuring the uninterrupted operation of the automotive BDC during crises.
8. BDC (Business Development Center): A specialized department in automotive dealerships focused on managing leads, setting appointments, and nurturing customer relations.
9. Call Abandonment Rate: The percentage of calls disconnected by customers before speaking to an agent.
10. Call Blending: Handling both inbound and outbound calls simultaneously to optimize agent productivity.
11. Call Disposition: A code or status indicating the outcome of a call (e.g., completed, follow-up needed).
12. Call Escalation: A process by which complex calls are forwarded to senior agents.
13. Call Monitoring: The process of listening to calls in real-time to ensure quality and compliance.
14. Call Queue: A virtual line where calls are held until an agent becomes available.
15. Call Recording: Recording calls for quality control, training, or compliance purposes.
16. Call Routing: Directing incoming calls to the appropriate agent based on criteria like department or inquiry type.
17. Callback: Contacting a customer who previously expressed interest but could not engage during the initial call.
18. Campaign Automation: Using tools to schedule and execute marketing campaigns without manual intervention.
19. Cold Calling: Calling potential customers who have not shown prior interest to generate new leads.
20. Conversion Pathway: The typical steps a lead takes to become a customer.
21. CRM (Customer Relationship Management): A software platform used by BDC agents to track customer interactions and leads.
22. Cross-Selling: Selling additional products or services to a customer by emphasizing the value related to their original interest.
23. CTI (Computer Telephony Integration): Technology that integrates computer systems with phone networks for internet operations.
24. Customer Follow-Up: Actions taken by BDC agents to re-engage leads who have expressed interest previously.
25. Customer Interaction History: A detailed record of all interactions a lead has had with the BDC.
26. Customer Journey Mapping: The process of visualizing the steps a customer takes from initial contact to purchase.
27. Customer Satisfaction Score (CSAT): A measure of how satisfied customers are with the internet sales team interaction.
28. Database Cleanup: Regular updates to the lead database to remove outdated or incorrect information.
29. Direct Transfer: Transferring a call directly to a sales representative without any intermediate steps.
30. Disposition Code: A standardized code used to summarize the outcome of a call.
31. Drive Time: Peak traffic hours when radio ads are most effective, often resulting in more incoming leads to the BDC.
32. Dynamic BDC: A dynamic BDC is a call center that handles leads, calls, text, social media, and also lead generation.
33. Email Cadence: The sequence and timing of emails sent by BDC agents to nurture customer leads.
34. Engagement Ratio: The percentage of leads contacted versus the number of new leads generated, used to evaluate internet agent productivity.
35. Equity Mining: Identifying existing customers in a favorable equity position to prompt a trade-in or upgrade.
36. Escalation Call: A call transferred to a senior team member or internet manager for further resolution.
37. FCR (First Call Resolution): A metric indicating the percentage of customer inquiries resolved on the first call.
38. Follow-Up Campaign: A series of calls, texts, or emails made by Business development center agents to re-engage leads or confirm appointments.
39. Follow-Up Ratio: The number of successful follow-ups compared to total attempts.
40. Geo-Fencing: Sending targeted ads to customers entering a specific geographic area, followed by sales outreach.
41. Handling Time (Average): The average amount of time a BDC agent spends on a customer call, including talk and after-call work.
42. High Intent Lead: A lead that has demonstrated clear purchasing signals, often prioritized byagents.
43. Hot Lead: A highly interested customer ready for conversion, requiring immediate follow-up by a BDC agent.
44. Idle Time: Periods when agents are available but not engaged in calls, important for BDC managers to minimize.
45. Inbound Call Techniques: Scripts and strategies used by BDC agents for effectively handling incoming customer calls.
46. Inbound Marketing: Marketing efforts designed to attract leads through online content, social media, and other channels.
47. Internet Lead: A customer inquiry received through online platforms, requiring follow-up by BDC agents.
48. IVR (Interactive Voice Response): Automated voice systems used by BDCs to gather information or direct calls.
49. Jump Page: A landing page linked from an ad, which directs potential leads for follow-up by BDC agents.
50. Just-in-Time Follow-Up: Quickly following up on leads as soon as they interact with dealership ads to maintain high engagement.
51. KPI (Key Performance Indicator): Metrics used to evaluate the performance of digital operations, such as call volume or lead conversion rate.
52. Lead Assignment Rules: The rules governing which agent handles specific types of leads.
53. Lead Conversion Rate: The percentage of leads that are successfully converted into sales or appointments by call center agents.
54. Lead Enrichment: Adding new data points to leads to better qualify them.
55. Lead Management: Organizing, nurturing, and following up on potential buyers through dealership processes.
56. Lead Nurturing: Engaging potential buyers over time with relevant information to keep them interested in making a purchase.
57. Lead Pipeline: The progression of leads from initial contact to final sale.
58. Lead Quality Score: A numerical value assigned to leads to gauge how likely they are to convert into a sale.
59. Lead Scoring: Assigning a numerical value to leads to determine their likelihood of conversion.
60. Lead Source Tracking: Identifying which channel generated each lead to determine the most effective strategies.
61. Manual Lead Assignment: Manually assigning leads to specific BDR agents based on expertise or workload.
62. Missed Appointment: When a lead fails to attend a scheduled appointment, requiring immediate follow-up from the BDR.
63. Monthly Reporting: Detailed reports on the BDC’s performance, including metrics like total calls, appointments set, and conversion ratios.
64. Multi-Channel Outreach: Engaging customers using multiple communication channels, such as phone, email, and social media.
65. Neuro-Marketing: Using principles of psychology and neuroscience to influence leads more effectively during BDR interactions.
66. Omnichannel Customer Service: Using multiple communication channels—like calls, texts, and social media—to manage leads in the automotive BDC.
67. Outbound Call Ratio: The ratio of outbound calls made to new leads compared to follow-up calls, helping determine agent focus areas.
68. Outbound Campaign: A campaign where BDC agents reach out to potential leads to generate interest.
69. Post-Sale Follow-Up: Contacting a customer after they’ve made a purchase to ensure satisfaction and encourage repeat business.
70. Power Dialer: An automated dialing system that calls multiple leads at once, connecting the first one to answer to an available agent.
71. Predictive Dialer: Automatically dials numbers based on agent availability, reducing the time agents spend waiting for leads to answer.
72. Qualifying Questions: Questions asked by BDR managers or agent to assess the buying potential of a lead, such as budget and preferred vehicle type.
73. Queue Management: Organizing inbound calls or leads to ensure each is handled promptly by the appropriate BDC agent.
74. Response Time: The time taken by a internet agent to respond to an inquiry, an important KPI for customer satisfaction.
75. Ring Time: The amount of time a lead waits before a call is answered by a BDC agent.
76. Sales Funnel: A visual representation of a lead’s journey from initial contact to final sale.
77. Sales Qualified Lead (SQL): A lead that has met specific criteria indicating readiness for a sales pitch.
78. Scripting Compliance: Ensuring call center rep adhere to approved scripts during calls.
79. Talk Time: The duration a internet sales rep spends communicating directly with a customer during a call.
80. VIP Appointment: High-priority appointments set for leads showing strong buying potential, often handled by senior sales staff.

These 80 terms are crucial for understanding and managing an Automotive BDC effectively. If you need more details on any specific term or additional help, let us know!