We are looking for a call center that will call a given group of customers that qualify for special incentives to set appointments with a strong success rate. 

Who do you recommend and why do you recommend them?

What is a fair price for them?

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Comment by Chris Saraceno on April 11, 2013 at 10:42am

The Call Center would make calls for  a 3 day Sales event. They would to call 3,000 to 3,500 owers with vehicles older than 3 years old. This customers would also receive a mailer that we have ready to go.

our store would like to do this next week.

Comment by Chris Saraceno on April 11, 2013 at 10:20am

Thank you for all your responses, We are looking to use the call center for a 2 or 3 day promotion. If we have a Return on our Investment I am sure we would use this company on a consistant basis and share our results with all the dE members. 

Comment by David Villa on April 11, 2013 at 9:34am

Obviously the primary goal of a BDC is to drive traffic via appointments that show. Regrettably many BDC’s run with a show ratio somewhere between 35-50%. This is entirely to low. You need to make sure whoever you use is more than a slick advertisment and that they know how to efficently run a BDC/internet department. We first implemented our "in house" BDC in 2006 prior to automotive call center becoming an "in thing". We work with 250-300 dealerships each month and have a lead to appointment ratio of close to 70%. We primarily work with dealerships so this is advice from someone who has considerable experience (both what "to" and "not to" do). 

A few things to consider:

  • Low show ratio means they didn’t do a good job initially creating enough “reason and benefit” for the consumer to want to show.  Call center probably gave to much info or didn’t schedule and appointment with a specific date and time.

“I’ll try to make it sometime Thursday” isn’t an appointment!

  • Confirmation Calls:  Confirmation calls should be done the morning of the scheduled appointment unless you have a low contact ratio, in which case confirmation calls should be done the evening prior.

(Always monitor your contact ratio)

  • Missed Appointment Calls:  Missed appointment calls should be made 20-30 minutes after agreed upon time.  Don’t leave missed appointment calls until the next day.  The longer you leave the prospect the higher the probability they’ll “hold off and wait” or worse…go somewhere else.

If i can help in any way i am availble. My direct email is david@ipdmail.com

thanks gentlemen

Comment by Richard Robbins on April 11, 2013 at 8:30am

Here is a link for my company's call center....Let me show you why DMEautomotive is your best option to handle your customers. Also you can reach me personally at richard.robbins@dmeautomotive.com for more info.

http://www.dmeautomotive.com/mastercall_solutions

Comment by MANNY LUNA on April 11, 2013 at 1:33am

Chris, Just a note on Keith Shetterly, he ran the Internet dept and BDC for http://www.demontrond.com/ 15 brands in a major metro market Houston TX, You need to call him. Price should not matter, that's like looking for a baby sitter to look over you children for the cheapest price. These customers are your lifeblood and future of your dealerships, you want them to be taken care like kings and queens!

Comment by James D. Chamberlain on April 10, 2013 at 10:29pm
I vouch for the great work done by Imperial Press Direct. I have direct first hand knowledge that David Villa and his team PRODUCE RESULTS.
Comment by Joe Ingram on April 10, 2013 at 10:20pm

What type of customers?  Sales or service?  The call center you choose should specialize in that field.  There are plenty, is this something that you will be doing consistently or is it a one off request?

Comment by David Villa on April 10, 2013 at 9:57pm
Comment by Keith Shetterly on April 10, 2013 at 9:51pm

On the data scrubbed for bad or missing #'s, you can see a set rate of 12% or more, depending on the target and offer (equity customers and a VIP offer, for example).  Close 50% of those can mean 6% return on the data for solds, and again the program can deliver a lot more if it is architected properly and performed well.  Even cutting that in half you again you get 30 cars sold for every 1000 scrubbed records, Maybe you only get 5?  Or 10?  Sometimes it's truly like that, depending on the data, so using a PVR of $300 that's $1500 to $3000 cost--and you can make arrangements to pay a call center for MARKETING (not brokering!!) on a per sale basis as other marketing like direct mail often does.  I'm now the Director of Business Development and Call Center at CAR Research, and it's my call center--so if you want to see what details can be done, email me there keiths@carxrm.com.  You do NOT have to be a CAR XRM customer to use the call center.  One of the first changes I helped lobby for and got.  Thanks!

p.s. Sorry to answer as a vendor on your thread *since I am one now).  Even if you didn't use anything I have, I'd still answer your questions.  Keith

Comment by Karl M. Stearns on April 10, 2013 at 8:51pm

Agree with Jason.  You need to give more details.  How many customers?  What is your expected outcome?  Tailoring outbound calling requires a lot of information before a price can be given.  I could tell you it would cost $500 per month, and then you would tell me you have 5000 people to call.  At which point I would disappear in a third world country.

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