The Business Development Centre (BDC) is a modern customer contact centre that is a key point in the customer’s purchasing journey and connects the online world with the showroom or service centre. Our experts implement professional BDC concepts, taking into account tools, processes and employee competencies, in order to maximise the conversion of incoming traffic into orders.
The BDC is a key point in the customer service process, connecting online communication and experience with the showroom and service centre. Ensuring a positive first contact with the customer increases the chances of a positive purchasing decision. What matters here is response time, ease of contact and quality of service.
The effectiveness of BDC depends, among other things, on:
- a precise definition of the process and nature of multi-channel customer service
- the implementation of an appropriate service system
- employee competence and remuneration system.