When customers call your dealership, they’re not just looking for information—they’re seeking help and connection. Whether they’re reaching out via BDC inbound calls to schedule an appointment or check service hours, or you’re making BDC outbound calls to follow up, the quality of these interactions can determine whether they choose your dealership or go elsewhere. Managing BDC dropped calls effectively is a key metric that can elevate your dealership’s service and customer satisfaction. Here’s how focusing on this often-overlooked area can drive success.
Why BDC Dropped Calls Matter
A BDC dropped call happens when a customer hangs up before their issue is addressed. This is more than just a missed opportunity; it directly impacts customer trust and loyalty. Studies show that 41% of customers who drop their calls never call back. Among those who do return, they often call multiple times, which increases the workload and costs for your Business Development Center (BDC).
For dealerships, this means every dropped call could represent lost revenue. On average, 58% of customers who drop their calls never return for service. These aren’t just first-time callers—they often include loyal customers who previously serviced their vehicle at your store. Addressing BDC dropped calls is essential to retaining this critical customer base.
Key Insights on BDC Inbound and Outbound Calls
- BDC Inbound Calls Require Quick Responses
Data shows that 69% of BDC dropped calls occur within the first 30 seconds, and the average hold time before a drop is 72 seconds. Customers reaching out via BDC inbound calls expect timely service. Failing to meet this expectation frustrates customers and increases the likelihood they will take their business elsewhere. - BDC Outbound Calls Are an Opportunity to Reconnect
Following up with dropped callers through BDC outbound calls can turn missed opportunities into revenue. About 58% of dropped callers will answer a callback, and nearly 59% of those will schedule an appointment. This demonstrates the value of proactively reaching out to reconnect with customers and show that their business matters. - Monitor Drop Rates to Measure Success
High-performing BDCs maintain a drop rate between 4% and 6%. Regularly monitoring your BDC inbound calls and BDC dropped calls can help identify bottlenecks, such as under-staffing or inefficient call handling processes. Reducing this metric ensures smoother operations and better customer satisfaction.
Strategies for Managing BDC Dropped Calls
- Prioritize Speed in Answering BDC Inbound Calls
Answering calls within 30 seconds significantly reduces the likelihood of drops. Ensure your team is equipped to handle peak call volumes and that systems are optimized for efficiency. - Use BDC Outbound Calls to Follow Up on Drops
Proactively calling back dropped customers shows your dealership values their time and business. This simple step can turn lost opportunities into scheduled appointments and long-term loyalty. - Leverage Data to Drive Insights
Among dropped callers, 63% often have a prior service history in the dealership’s database. Use this information to personalize your BDC outbound calls and strengthen relationships with existing customers.
Why Managing Drop Rates Matters
Every interaction—whether through BDC inbound calls or follow-up via BDC outbound calls—represents an opportunity to build trust and grow your dealership. When you minimize BDC dropped calls, you show customers that your dealership values their time, keeps its promises, and prioritizes their satisfaction.
Service is a guaranteed transaction. Customers will go somewhere for their vehicle needs. By focusing on metrics like drop rates and using effective follow-up strategies, you ensure they choose your dealership, driving growth and loyalty in the long term.
