hello everyone welcome back to another
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Volie rally today joined by Scott Davis
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uh who wants to share some of the
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insights he's gathered uh from his
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recent call study with regards to
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Staffing strategies and and how you
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should manage that so Scott take it away
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yeah um good afternoon Jake good to be
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on today and uh hello to everyone out
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there um when we talk about Staffing of
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BDC certainly there are a few things to
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keep in mind obviously most of your
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calls come between uh 8 and five about
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4% come in the morning before then and
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about uh 12% or so come after 5 o'clock
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uh a lot of bdcs close at 5: some are
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open till 6 but you know after hours and
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and that um the busiest time the busiest
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hour is 10: to 11: every day for these
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bdcs over millions of calls um 9:00 is
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almost about the same as well um and
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then and then it it uh it slowly tapers
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off then but but basically takes is is
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keep is kept pretty steady through the
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day so um you know we hear a lot of
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dealers talk about well geez people
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don't call at this time they don't call
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at that time really if it were my BDC I
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would I would you know started at 8 know
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that by nine o'clock everyone needs to
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be on who's going to be on for the day
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uh for full coverage and and just know
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that that it's pretty steady until about
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5:00 the big thing is Mondays
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though your Staffing strategy should
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start and end with Monday um on Monday
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and I don't know if it's pinup demand
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but uh you get 25% more inbound calls on
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Monday than on Tuesday so any
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part-timers you have uh any any any uh
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Staffing strategy you have starts and
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ends with Monday
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um you know if no days off on Monday
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obviously 41% more inbound calls on
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Monday than than on Friday um by the way
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another uh tip by if if you aren't open
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on Saturday for your BDC if you're
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sending calls at the service advisor or
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having the cashier answer the phones for
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the ones that are open on Saturday about
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9% of their total Vol call volume comes
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from uh 8:00 to noon on on Saturday
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morning so if you're not open on
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Saturday you're probably missing some
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some good opportunities there so just
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some simple stuff uh keep that in mind
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when you're Staffing your BDC awesome
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thanks so much Scott uh these are great
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strategies to keep in mind and and
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importantly they're based off of real
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data from analyzing these calls so
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thanks so much and for everyone tuning
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in have a fantastic day see you