When a customer calls your dealership, they expect quick and helpful service. Managing BDC dropped calls is essential for improving customer satisfaction and retention. A high BDC drop rate means missed opportunities and lost revenue. By optimizing BDC inbound calls and following up with BDC outbound calls, dealerships can improve response times, reduce lost leads, and increase service appointments. This blog explores how monitoring dropped calls can help your dealership boost customer loyalty and business growth.
Understanding Drop Rates: The Key to Service Success
Drop rate, the percentage of calls that go unanswered by agents, is a vital performance indicator for any high-functioning Business Development Center (BDC). According to Volie’s extensive data, a healthy drop rate should fall between 4% and 6%. Anything higher signals inefficiency, leaving potential customers frustrated and likely to seek alternatives.
Drops aren’t just about missed opportunities; they’re a gateway to losing trust. It is noted that 41% of customers who hang up without being assisted never call back. For those who do return, one-third call an average of three times, consuming more resources and staff time. By reducing drop rates, dealerships can streamline call volume and ensure that each interaction is meaningful.
The Cost of Dropped Calls
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Customers who drop off early aren’t necessarily angry—they’re busy. Volie’s data reveals that 69% of dropped calls happen within the first 30 seconds, and the average hold time before a drop across 25 million calls is 72 seconds. These customers often have pressing needs: checking service status, booking an appointment, or confirming store hours. Ignoring their needs can have significant consequences.
Here’s the kicker: 58% of dropped customers never return for service. For those who bought their vehicles from your dealership, this represents a missed opportunity for guaranteed transactions. These customers will service their cars—but they’ll do it elsewhere if they feel neglected.
Actionable Strategies for BDCs
- Monitor and Reduce Drop Rates
Start by measuring your current drop rate. If it’s above 6%, identify bottlenecks, such as under-staffing or inefficient call routing systems, and address them promptly. - Call Back Every Dropped Caller
Data shows that 58% of customers will answer a callback, and 59% of those will schedule an appointment. By proactively following up, you demonstrate reliability and build trust. - Focus on Quick Responses
Customers dropping off within 30 seconds highlights the importance of answering calls promptly. Aim to address calls within this critical window to prevent frustration and churn. - Leverage Data for Insights
Volie’s study found that 63% of dropped callers had prior service history in the dealership’s database. These are loyal customers, and reconnecting with them could lead to increased service revenue.
Keeping Promises Builds Loyalty
At the heart of every BDC’s mission is a promise: to make doing business with your dealership easy and enjoyable. Monitoring drop rates, calling back dropped customers, and delivering quick, efficient service shows your customers that you value their time and business. Remember, “Service is a guaranteed transaction—they’re going somewhere, so make sure they choose you.”
By focusing on these strategies, your BDC can transform dropped calls from missed opportunities into moments of reconnection, building loyalty and driving long-term growth.
