Resource topic
BDC
Split Your Sales and Service BDC Without Leaving Customers Stranded
You'll leave with a one-page sheet that names an owner for every BDC queue, sets a response clock per queue, and defines when the other department picks up. You'll also have four scripted cross-department handoffs that end with an acknowledgment instead of a voicemail.
A Pre-Launch Risk Review for Dealership Automated Outbound Campaigns
Run a five-part records check before any automated call or text campaign leaves your store — consent, suppression, opt-outs, number hygiene, and vendor evidence. You'll finish with a signed one-page gate and know exactly which vendor answers were real.
Find the Broken Promise Behind Your CSI Score
Walk five recent deals end to end — ad, BDC call, CRM handoff, showroom, delivery, follow-up — and find the exact sentence where the customer's expectation stopped matching what your store does. You'll leave with two assigned fixes instead of another survey-score conversation.
Build an After-Hours Lead Coverage Plan Your Store Will Actually Follow
You'll leave with a channel-by-channel coverage table, a green/yellow/red list of what an after-hours rep may say, and a five-field morning handoff that stops the 8am rep from re-asking what the customer already answered. Plus the numbers to get your owner to sign off on the cost.
A Monthly Dealership Mystery-Shop Program That Produces Assigned Fixes
You'll be able to run four mystery shops a month across internet leads, phone-ups, trade forms, and credit applications, and score each one on nine yes/no items. Then you'll sort every failure into person, process, or tool, and assign three fixes with owners and due dates.
Managing Dealership Appointment Show Rate as a Process, Not a Percentage
Break show rate into four measurable jobs — appointment quality, confirmation completion, pre-arrival value, and no-show recovery — each with a named owner. You'll leave with a grid you can run every Monday in fifteen minutes and a two-week test to fix the weakest cell.
Stop Counting Touches and Start Counting Whether the Lead Moved
Swap your BDC activity report for six metrics that show whether a lead actually moved: replies, live connections, appointment asks, sets, shows, and next-step ownership. You'll get a four-week rollout plan and the exact CRM note that counts as a real next step.
The Weekly Meeting Where Your BDC and Your Sales Floor Look at the Same Six Appointments
You'll be able to run a 30-minute weekly debrief that puts your BDC and your salespeople in the same room over six real appointments and finds exactly where the handoff broke. You'll leave each one with one change per team, an owner, and a date.
How to Audit an Outsourced BDC Without Taking the Vendor's Word for It
You'll leave with a 20-call sampling method, a four-point appointment quality rubric, and a two-minute test for CRM notes that exposes gaps before your salespeople hit them. You'll also know exactly what to ask the vendor to change and how to verify it in 30 days.
When Your Automated Follow-Up Should Shut Up and Hand the Lead to a Person
You'll leave with four written if/then rules that decide when automated lead follow-up stops and a named human takes over — with response clocks, owners, and the exact first sentence to send. Plus a five-conversation weekly audit to catch handoffs that never fired.