A practical plan to stand up a productive BDC in four weeks using AdaptVT. Use this as your launch playbook and keep iterating monthly.
Outcomes to target
- Appointment set rate up 20–30%
- Appointment show rate up 10–15%
- Faster rep ramp with steady call quality
Week 1 — Foundations and scripts
- Role setup: calendar blocks, CRM access, call tracking, recorded lines
- Core modules to assign in AdaptVT
- BDC phone fundamentals
- Greeting and discovery sequences
- Objection handling: price, availability, “just looking”
- Practice loop
- Daily pair practice 15 minutes per rep
- Manager listens to 3 calls per rep and scores against checklist
- Assets
- Script one-sheets posted at desks
- Voicemail templates A/B set
Week 2 — Cadence and speed‑to‑lead
- Lead queues: define SLA windows for fresh, 24h, 72h, 7‑day, 30‑day
- Assign AdaptVT modules
- Speed‑to‑lead drills (email + SMS + phone)
- Calendar confirmation and rescheduling
- Practice loop
- Cadence drill: 10 leads, run full sequence, log outcomes
- QA
- Daily standup: 10 minutes to review call scores and blockers
Week 3 — Show‑rate system
- Messaging
- Confirmation script with value, directions, and micro‑commitment
- Day‑before and day‑of reminders
- AdaptVT modules
- Appointment confirmations
- No‑show recovery scripts
- Manager QA
- Audit 10 appointments for message timing and content
Week 4 — Reactivation and pipeline hygiene
- Reactivation sequences for 30–90 day leads
- AdaptVT modules
- Reactivation templates (email, SMS, phone)
- Disposition discipline and CRM notes
- Manager loop
- 1:1s using transcripts and completions
- Celebrate booked appointments on leaderboard
Metrics that matter
- Contacts per hour
- Appointments set and kept
- Shows by source
- Time‑to‑first‑touch
Troubleshooting
- Low connect rate → revisit opener and call windows, add SMS nudge
- Low show rate → fix confirmation language and reminder timing
- Stalled pipeline → enforce dispositions and next‑action dates
Next steps
- Deep dive program page: Business Development Center (BDC) Training Program
- Related training: Phone Sales Training Program • Auto Internet Sales Training Program
