The Evolution of the BDC

I’ve watched the BDC (Business Development Center) concept evolve throughout the years in dealership operations. Early on, BDCs were essentially a back-office phone room that followed up on leads and tried to get people to walk into the dealership. Today, the role must be much more strategic, integrated, and focused on guest relations.

Here are a few shifts I’ve seen (and helped implement) that reflect how the BDC needs to evolve:

1. From Lead Takers to Guest Relations Advocates

Old BDCs would simply “take leads” and forward them to salespeople. The modern BDC should act as a Guest Relations Center (GRC), managing relationships, nurturing prospects, and acting as a bridge between marketing and sales.

2. Accountability & Metrics

In the past, BDCs were loosely managed and didn’t have clear KPIs beyond answered calls and appointment setting. Today, BDCs should be accountable—daily metrics, follow-up rates, conversion, and tracking from lead to sale.

3. Integration with Digital Tools

BDC teams now need to work closely with websites, chat software, CRM systems, and data analytics. They should use tools to segment, schedule outreach, and monitor shopper behavior in real time.

4. Shift from “Inside Sales” to Multi-Channel Communication

Earlier, BDCs primarily made phone calls. Now they interact via email, text, chat, video, social media—even follow-up via Facebook Messenger or WhatsApp depending on the market.

5. Culture & Training

The modern BDC is more than a role—it’s a culture. Staff must be trained not just in scripts but in buyer psychology, guest experience, objection handling, and professionalism. The shift to “Guest Relations” over “Customer Service (or Lead Handling)” is fundamental.