BDC KPIs That Matter: From Dials to Shows With AdaptVT

Set targets that move appointments kept, then coach to them with AdaptVT’s proof.

Core BDC KPIs

• Contacts per Hour: 8–12 is healthy depending on list quality
• Appointment Set Rate: 35–45% of contacted shoppers
• Appointment Show Rate: 60–70% of set
• Speed‑to‑Lead: under 5 minutes during business hours
• Reactivation Appointments: 5–10% of 30–90 day leads

Dashboards to review weekly

• Response time distribution vs. SLA
• Appointments set and kept per rep
• Show rate by source (phone vs. internet)
• Module completion vs. KPI deltas

Coaching flow

1. Pick one KPI below target
2. Trace to behavior (opener, time proposal, confirmation, cadence)
3. Assign a single module in AdaptVT + 2 practice reps
4. Inspect next week with a transcript snippet

Playbooks that lift KPIs

• Low contacts/hour → opener practice + call blocks without CRM clicks
• Low set rate → propose two times earlier, reduce info‑dumping
• Low show rate → fix confirmation language and timing; add day‑of SMS
• Slow speed‑to‑lead → dedicated SLA windows + templates

Templates

KPI sheet (per rep)

Contacts/hr: __   Set %: __   Show %: __   SLA: __
Behavior focus this week: __
Module: __   Practice reps: __   Due: __

Related training

• BDC program: Business Development Center (BDC) Training Program
• Phone fundamentals: Phone Sales Training Program
• Internet follow‑up: Auto Internet Sales Training Program