Staffing Secrets Revealed! Insights from 25 Million Calls

Hello everyone. Welcome back to another volley rally today, joined by Scott Davis who wants to share some of the insights he's gathered from his recent call study with regards to staffing strategies and how you should manage that. So Scott, take it away. Yeah. Good afternoon Jake. Good to be on today and hello to everyone out there. When we talk about staffing a bdc, certainly there are a few things to keep in mind. Obviously most of your calls come between 8 and 5. About 4% come in the morning before then and about 12% or so come after 5 o'. Clock. A lot of BDCs close at 5. Some are open till 6, but you know, after hours and, and that the busiest time, the busiest hour is 10 to 11 every day for these BDCs over millions of calls. 9 o' clock is almost about the same as well. And then, and then slowly tapers off then, but, but basically takes, is, is keep, is kept pretty steady through the day. So you know, we hear a lot of dealers talk about, well geez, people don't call at this time or they don't call at that time. Really. If it were my BDC, I would, I would, you know, start it at 8, know that by 9 o' clock everyone needs to be on who's going to be on for the day for full coverage and just know that, that it's pretty steady until about 5 o'. Clock. The big thing is Monday. So your staffing strategy should start and end with Monday on Monday. And I don't know if it's pent up demand, but you get 25% more inbound calls on Monday than on Tuesday. So any part timers you have, any, any, any staffing strategy you have starts and ends with Monday. You know, if no days off on Monday, obviously 41% more inbound calls on Monday than, than on Friday. By the way, another tip by the, if, if you aren't open on Saturday for your bdc, if you're sending calls to the service advisor or having the cashier.