Outsourced BDC vs In-House: True Cost, Output & ROI for Dealerships (2025 Guide)

The quick take

• Cost: In-house = salaries + taxes + benefits + space + tools. Outsourced = predictable monthly fee, management included.

• Output: With the right structure, reps average 100–120 successful contacts/day, 45–50% set rate on qualified leads, 40–60% show rate (source/offer dependent).

• Management: Outsourced models include hiring, training, QA, coaching, coverage, and reporting.

Why many stores rethink in-house BDC

Turnover, coverage gaps, and coaching time add up. When one seat is empty or doing double-duty (phones + reception), you miss speed-to-lead and follow-up cadence—where conversion is won or lost.

Rule of thumb: Plan ~1 rep per 500–700 new leads/month (mix matters). Always run a 2-rep minimum per store to maintain continuous coverage.

Cost comparison (typical ranges)

In-house (per rep, per month):

• Base pay + taxes/benefits: $3,000–$4,500+

• Space, HR, tools (phones, dialer, QA): $300–$800

• Team lead/manager allocation: $500–$900Estimated total: $3,800–$6,200+ / rep (before coaching time and coverage backfill)

Outsourced BDC (example):

• Fixed monthly fee per pod/team, management & payroll included

• Dedicated Team Leader for QA/coaching/reporting

• Flexible scaling with lead volume(TXC Auto example packages start as low as 2 reps for $2,500/month all-in.)

Output you can plan around

• Activity: 100–120 successful contacts/rep/day (calls, texts, emails)

• Set rate (qualified): 45–50%

• Show rate: 40–60%

• Keys: scripted objection handling, confirmation process, next-action tasks, daily QA

Benchmarks are directional and vary by source mix, offer quality, and store process.

Staffing math (simple scenario)

Lead volume: 1,800/month

• Plan 3 reps (2-rep minimum + one for volume/coverage)

• Expected daily output: ~300–360 successful contacts (3 × 100–120)

• With quality sources + confirmations, set and show rates trend toward the ranges above.

Management & QA (the secret sauce)

Great scripts help, but consistent coaching wins:

• Live call reviews + scorecards

• Weekly role-plays on objections

• Appointment confirmations & reschedules

• Source optimization (tighten bad leads, double-down on winners)

When outsourcing makes the most sense

• Lead volume outpaces current seats

• Turnover or absenteeism creates gaps

• Managers are stretched (no time for QA/coaching)

• Multi-rooftop coverage required

• You want predictable cost and faster ramp

Quick checklist (choose your model)

• Do we consistently hit speed-to-lead and a 5–7 touch cadence?

• Do we have 2+ seats for true coverage?

• Are set/show rates within 45–50% / 40–60% targets on qualified leads?

• Do we have weekly QA, training, and clear scorecards?

• Is our per-rep all-in cost predictable and tied to performance?

If you answered “no” to 2+ items, outsourcing (fully managed) is worth a serious look.

How TXC Auto can help

• Fully managed BDC reps (EN/ES) with a dedicated Team Leader

• Recruiting, vetting, training, payroll, daily QA, reporting—done

• CRM execution, appointment confirmations, re-engagement workflows

• Optional adds: CRM cleanup, promo emails, direct-mail, SEO/digital