What would I actually do as a dealer with my own CCC? That is much simpler to explain and also easy to organize.

I speak to many dealers who would like to have their own CCC to follow up on active online leads. I am not a fan of that myself, because what is the added value of a call center employee compared to a professional salesperson? Exactly: basically nothing. Any salesperson who says they cannot call may have chosen the wrong profession, but that’s not what this article is about.

So what would I actually do as a dealer with my own CCC? That is much simpler to explain and easy to organize.

I would therefore not follow up active online leads with a CCC, but precisely those leads that have demonstrably been called four times by the salesperson and have not responded. Those leads can very well be followed up again in the mix by a CCC, possibly with a different outgoing phone number. You will be amazed at how many leads you suddenly manage to capture.

Of course, you can perfectly have all service calls, such as MOT appointments, tire changes, recalls, and much more, handled by a (own) CCC.

Frequently used at Carmen Automotive BDC is the overflow from the reception. Is the reception busy? Then let the calls for “easy” service appointments be handled by the CCC.

Sales

What I would absolutely have done, are the lost sales! And all sales opportunities that come in by phone, physically or online, I would certainly have called through a CCC. Simply call as “Switzerland,” standard after five days. By a neutral employee, who does not know what was previously discussed and who simply asks: “Have you received all the information from our colleague?”

You will be surprised what information comes from that. From “I am still waiting for my proposal” to “I am going to buy elsewhere, but I am still keeping a door open for you.”

Also, all leads that are closed in the lead management system, I would 100% certainly have called by the CCC, to ensure that no lead slips away. Since leads represent value — after all, you have spent money on marketing and the rent of an A1 location — those leads are worth that extra call!

The beautiful thing? You do not need your own CCC! At CARMEN Automotive BDC, we often and gladly follow up campaigns for many car dealers. This allows them to keep a finger on the pulse and make their investments yield better! So let us know if we can do anything for you.