Service BDC
The BDC team that answers service calls, books and confirms appointments, checks recalls, arranges loaners, gives RO status and recovers declined and due service.
Service BDCs exist because advisors cannot answer phones and write repair orders at the same time. The department captures inbound scheduling and works outbound recovery lists so the bays stay full.
In practice
A service BDC answers service calls, books appointments, confirms and reschedules, gives status updates, and works outbound lists like recalls, declined service and maintenance due. It frees service advisors to focus on customers in the drive.
Measuring it
Track answer rate, scheduling rate, transfer rate, first-call resolution and show rate. Pair them with service results: RO count, dollars per RO and declined-work conversion.
Common questions
Do small dealerships need a service BDC?
Many do not need a dedicated team, but every store needs the work done: calls answered, appointments booked and follow-up completed. AI covers most of it without hiring.
Can AI run a service BDC?
Largely, yes. Alpha Drive AI's Inbound Pro answers and books every service call, and Live Assist agents handle what needs a person.
Also called: appointment center.
Read the chapter: Service BDC →
Related terms
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