Our secret sauce, without question, is our people! We hire smart people with passion and train them to excel.
Agent Retention has been over 80% each of our 7 years and as high as 94% in a single year. This is rarely if ever duplicated in a dealership. Teams of agents assigned to a dealership regularly average over three years experience of experience. We treat our employees well enough they want to stay and pay them enough that they don’t want to leave.
Agent certification significantly contributes to our success. Managers and agents can be certified in three separate modules:
- Basic Communication Skills
- QA and Service
Module one is required for all employees and employees are required to be certified in their core work module.
Why do agents value certification? Employees are compensated for certification and further compensated when they get certified in modules out side their core work module. In addition their manager needs 100% agent certification on their team to qualify for bonuses.
Not only do agents have to pass the certification tests with a minimum 90% grade, but they have to maintain a MyBDCCoach rolling 30 day average of 85% or higher to keep their certification. If an agent slips below that minimum standard, they lose their certification and the compensation for at least a month and re-certify when their rolling 30 day average is above 85%.
You see, we practice what we preach! Our internal BDC coach, Rochelle Graves, scores employee interactions, phone calls and lead responses weekly. The results of her coaching are shared with agents immediately and agent results are reviewed with their manager and our GM.
We use the exact same process as we do with our MyBDCCoach clients.
Our managers set the tone and make the magic happen. Allcall managers are extremely hands on and engage agents multiple times on a daily basis. Every agent has a clear goal for the day and are knowledgable about the goals and targets we set for our clients. Managerss also work leads, take calls and hot TO’s from their agents. Their job description is simply to help their agents hit their goals.