Does your BDC team feel overwhelmed or exhausted? Without proper support, burnout is driving BDC turnover across the industry.
Some dealers look to hiring more people as a quick fix. But without addressing the root issues, adding headcount only increases the strain.
Burnout is a sign your team doesn’t have the structure, tools, or support they need. Let’s break down what’s causing it – and how to fix it.
What Is Fueling the Burnout?
The truth is, burnout builds over time. It happens when expectations rise, but processes, training, and tools don’t keep up.
Some common culprits include unmanageable call volume, inconsistent follow-ups, minimal coaching, outdated tools, and too much time spent on low-value tasks that pull your team away from revenue-driven conversations.
This is not a people problem, it’s a process and support problem. Burnout sets in when staff feel unsupported, and that’s when turnover starts to rise.
1 How to Turn Things Around
Avoiding turnover begins with fixing burnout by reducing the burden on your BDC and making their job more manageable, efficient, and rewarding.
2 Focus on Training with a Purpose
Training should not stop after onboarding. Ongoing development helps your team handle calls with confidence and control, especially during peak volume days/hours like Mondays and Tuesdays between 10 AM and 1 PM. Make training part of the routine. You can host weekly refreshers, run real-world roleplays, listen to top calls, and teach reps how to navigate difficult conversations.
3 Make Coaching a Daily Standard
Reps want feedback that helps them grow, not just vague compliments or late-stage criticism. With AI-powered coaching tools, managers can identify what worked, what missed the mark, and what to improve.
If time is tight and live coaching isn’t possible, Car Wars’ AI-powered Call Coaching provides another layer of support. As part of the CRISP Phone Training solution, this feature uses advanced language models trained on CRISP Certification recommendations to automatically evaluate inbound and outbound calls. With just a click, managers can deliver expert-level coaching, access detailed coaching notes, and share recordings for continued growth.
4 Use Technology to Lighten the Load
BDC reps have enough on their plates. When they are forced to switch between platforms, chase down missed leads, or manually log every call, the work becomes more frustrating than productive.
The right technology should reduce that burden, not add to it. Tools like Cari, Car Wars’ AI Service Scheduler, handle routine tasks like appointment scheduling and call routing, so reps can focus on revenue-driving conversations and high-value follow-ups.
Car Wars brings it all together. Call tracking, performance tools, and coaching unite in one platform, replacing scattered systems with a streamlined approach that supports your team and delivers better results.
What to Remember
Burnout and turnover are not caused by hard work and long hours. It is caused by a lack of support, unclear processes, and tools that make the job harder than it needs to be. Your BDC team wants to perform, but they need structure, real-time feedback, and systems that set them up for success.
Ready to reduce burnout and boost results?
Schedule time with a Car Wars expert and see how you can help your BDC team stay sharp, motivated, and consistently drive better results.