Running a dial session

BDC Accelerator® Integration is an optional add-on to Customer Connect that provides your BDC with the advantages of a power dialer. With BDC Accelerator® you can tailor your message to the prospective or existing customer based on that customer's vehicle history at your dealership.

To enable BDC Accelerator® Integration for your dealership:

• If you need a BDC Accelerator® account, contact Blueprint Support at cani@blueprintsuccess.com or (877) 925-2583
• If you already have a BDC Accelerator® account, please contact BluePrint to enable and configure the power dialer integration. Further information and training will be arranged.
• The number of phone campaign tasks that can be included in a single dial session can be configured to be between 20 (the default) and 200 based on the BDC's usage of the dialer. Contact Client Support to set the limit.

Once a phone session campaign has been configured as described in Dial Session tab, follow the instructions below to run the dial session.

 

Starting the dial session

Note: Multiple dial sessions can be run concurrently at the dealership.

The BDC Agent starts the dial session from their Tasks page:

1. On the Tasks page, click "Start Dial Session". A pop-up window appears to configure your dial session in BDC Accelerator®.

Note: Make sure your browser's pop-up blocker is off. If necessary, temporarily disable it to see the configuration window.

2. The configuration window shows the following options (set to their pre-configured default). These are configured for your BDC Accelerator® account at set-up. Select an alternate option (from the list of configured options) if desired for your dial session (for example, no voicemail). Contact BluePrint support to add or change any of the configured settings.
   • Phone script: The script the BDC Agent uses during the call.
   • Voicemail message: The pre-recorded message that will be left if no answer.
   • Dialing set: The list of available dispositions to select from if no answer.
   • Live answer set: The list of available dispositions to select from if a live answer.
     
     
3. The configuration window also shows the number of contacts that will be called as part of this dial session. If the Customer Connect task list has more tasks than this, the difference may be because:
   • The same phone number is associated with multiple tasks. BDC Accelerator® only calls each phone number once per dial session.
   • A maximum of 20 tasks are transferred to BDC Accelerator® from Customer Connect for a given dial session. If a task list has more than 20 contacts, start a new dial session once this session is complete. The next 20 contacts will be used.
     
     

4. Click "Continue". The dial session window appears:

5. Dial the number shown, using your existing phone line.
   
   
6. Enter the PIN, when prompted. A message appears when you are successfully connected:

7. Click "Start Dialing" to begin your dial session. The first contact is called.

8. The customer details from Customer Connect are shown in the dial session window, as configured previously, to help with your conversation with the customer. At the bottom of the window, enter call notes and select a call disposition at the end of the call.

 

During the dial session, in Customer Connect:

9. When the dial session is launched, the Task Details page also opens and shows the first Customer Connect task in the campaign.
   
   

10. A banner appears at the top of the page indicating you are connected to BDC Accelerator®.
    
    
11. In addition a message appears reminding you to allow pop-ups from BDC Accelerator® . Click 'x' to close the message.

 

12. Click "Next" to show the details for the next task in the Campaign list. Note that this does not automatically change the call in BDC Accelerator®. The two applications may not always be in sync.
    
    
13. Click "Schedule Appointment" (existing button) to launch Appointment Manager and book an appointment.
    
    
14. Click "End Session" to end the dial session in Customer Connect. You will still need to manually end the BDC Accelerator® dial session, as described next.

 

15. To end the BDC Accelerator® dial session, click "End Dialing". A summary of dial session results appears in the BDC Accelerator® window.

 

At this point you can close the BDC Accelerator® window.

Note: All call activity is also shown on the Task Details page in Customer Connect in the History section. Notes entered in BDC Accelerator® can also be seen there via the button.