The Day Our BDC Became a Profit Center- Cavender Auto Group
Автор: Volie
Загружено: 2025-11-17
Просмотров: 123
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In this Volie Rally episode, Jake talks with Rob Grant, Fixed Operations BDC Manager at Cavender Auto Group. Rob explains how his team moved from manual spreadsheets and fragmented reporting tools to Volie, gaining visibility, efficiency, and accurate tracking. After launching in July, the transition went smoothly, and call pacing quickly rose from about 100 to 150 per agent, with a goal of 200 per day.
He highlights a standout agent, who scheduled 72 appointments in one day thanks to Volie’s streamlined workflow. Outbound conversions, once around 4–5%, now exceed 30%, turning the BDC from a cost center into a true profit driver. Adding a flagship store in September was seamless.
Looking ahead, Rob’s goals are to maintain high call volumes, improve quality through stronger communication and “power words,” build product knowledge to reduce transfers, and cut down on customer status-check calls. The team’s success shows how Volie transformed both performance and culture within the BDC.
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