BDC Performance

Calls turned into booked appointments, then measured.

Turning phone calls into booked appointments: how the business development center is staffed, trained and held to a number. The drive starts with a call.

What it covers

  • Appointment-Setting Training
    Agents trained to sell the appointment, and to shop capacity rather than around it.
  • BDC Evaluation
    A complimentary review of calls, KPIs, staffing, scheduling and pay plans before anything changes.
  • Service Boot Camp
    One day of tactical training for anyone answering service calls, BDC or not.
  • BDC Certification
    An industry-recognised certification covering the team and the process behind it.
  • BDC Performance Tracker
    Custom KPIs measured in real time, at agent level and team level.
  • CallRater
    Call recording, tracking and dynamic scoring, so call quality is measured rather than assumed.
  • Candidate Sourcing & Screening
    Job descriptions, targeted advertising and screening aimed at BDC candidates specifically.
  • Inbound Lead Handling
    Warm leads answered and followed up, so advertising spend reaches the showroom.
  • KnowledgeDrive
    Hundreds of answers to common questions, so agents stop transferring calls to the service drive.
  • On-Site BDC Coaching
    Six and twelve-month coaching with a dedicated project manager and built-in accountability.
  • Onboarding & Replacement Guarantee
    Onboarding support, and a replacement hire guaranteed for sixty days.
  • Personality Profile Assessment
    Phone interviews and profiling, so the shortlist is the best few rather than the first few.
  • Phone Skills Training
    Foundational call handling for existing teams and new hires, without a full program.

What it connects to