The Business Development Center (BDC) is a specialized department within a car dealership that focuses on attracting and retaining customers — both for sales and aftersales services.
BDC agents play a key role: they handle inbound and outbound calls, maintain active communication with potential clients, and ensure a continuous flow of new sales opportunities.
The Importance of Proper Lead Management
Inbound phone calls are often the most valuable leads — people who are already interested and ready to take action. However, research shows that up to 16% of all dealership calls go unanswered.
Many dealers believe that their sales team can handle phone inquiries on their own, but the reality is different. When a call goes unanswered or goes to voicemail, the customer simply moves on to the next dealer.
If your phones aren’t being answered promptly, it may be time to consider outsourcing to an external BDC team.
Why Use an External BDC?
The modern automotive industry faces numerous challenges — staff shortages, rising customer expectations, and the need for constant communication.
In this environment, an external BDC is not just a helper, but a strategic partner:
-
Frees up the internal team to focus on customers in the showroom
-
Runs targeted sales and service campaigns
-
Ensures constant phone support with no missed calls
-
Maintains a high level of customer service and consistency
BDC and Customer Service
An external BDC not only supports sales but also enhances customer service.
Agents can run proactive campaigns — for example, contacting customers whose vehicles are due for service in a few weeks.
This approach improves the customer experience, builds trust, and increases the likelihood of repeat business.
In-House vs. External BDC
Building an in-house BDC requires significant investment — in recruitment, training, management, and employee compensation.
Given the ongoing shortage of qualified staff, more and more dealers are choosing to outsource this function to specialized partners.
The result is more flexible, efficient, and measurable customer communication — without compromising quality.
Conclusion
The BDC is the heart of customer communication in automotive sales.
Whether you choose an internal team or an external solution, proper customer contact management is critical to the success of any dealership.
And if you want to improve your business efficiency, outsourcing BDC services could be your next strategic step.