The Daily BDC Playbook: How to raise contact rate, set rate, and shows without adding headcount

Most dealerships do not need more leads. They need a sharper BDC rhythm that moves the leads they already have. This playbook lays out a daily operating model your team can follow tomorrow. It covers targets, time blocks, dispositions, scripting, confirmations, and coaching. The goal is simple: more contacts, more sets, more shows.

Define the targets and the math

Clear math keeps everyone honest.

Core KPIs

• Speed to lead: first touch in under 5 minutes for fresh internet leads, under 60 seconds for phone-ups that require a callback

• Daily successful contacts per rep: 100 to 120 across calls, texts, and emails

• Appointment set rate on qualified internet leads: 30 to 50 percent

• Show rate: 45 to 60 percent

• Notes completion: 100 percent of interactions logged with a next action

Capacity planning

• Average talk time per contact: 2 to 4 minutes

• Average dial attempt: 20 to 30 seconds

• A rep with six solid hours on task can comfortably complete 200 to 250 total actions when the workflow is tight

Work the day in blocks

Time blocking keeps priority work from getting lost.

Block 1: New lead sprint Start of day plus every top of the hour. Work the newest leads first. Aim for a three touch burst on new internet leads within the first hour: call, text, email. Do not overthink the copy. Get the first reply.

Block 2: Same day nurtures Leads under 3 days old that have not replied. Use mixed media. Call twice, text once, then set a follow up task with a specific reason to reach back out.

Block 3: Confirmation window Two daily windows. One in late morning for next day appointments. One mid afternoon for same day. Confirm time, people involved, and what to bring.

Block 4: Rescue and clean up Last hour of the day. Hit pending replies, past due tasks, and dispositions that are incomplete. No open tasks going into tomorrow.

Standardize dispositions and CRM hygiene

Sloppy dispositions kill process discipline and reporting. Use a short list and train to it.

Contact made

• Set: appointment booked

• Pending decision: asked for time or info, callback scheduled

• Transfer: handed to sales or service with warm intro

No contact

• Left voicemail

• Text sent

• Email sent

• Bad number or email

Outcomes

• Not interested

• Bought elsewhere

• Vehicle unavailable

• Duplicate lead

Rules to enforce:

• Every touch gets a time-stamped note that answers three questions: what did I do, what did I learn, what happens next

• Every note ends with a next task and a date

• No lead ages past 30 days without a final outcome and a reactivation tag for marketing

Short scripts that move the call forward

Keep copy tight. The goal is a time and date, not a long product pitch.

First call opener

• Hi [First name], this is [Rep] with [Store]. You asked about the [Year Make Model]. Are you looking at today or tomorrow to stop in

• If they say neither, offer a two hour window within the next 72 hours

If price is the first question

• Happy to help. Are you considering finance or cash

• Great. I will send the current numbers to your email. To make sure the vehicle is ready, would later today or tomorrow morning work for a quick visit

Trade-in hook

• I can give you a real range for your trade today. A quick look takes ten minutes. Does late afternoon or early evening fit better

If they say just looking

• Understood. Most of our shoppers still like a quick walkthrough so they do not waste trips. We can do ten minutes and hold your spot. Today or tomorrow

If they push for text only

• No problem. I will text you the highlights and hold a soft time. If you need to move it, reply with a better time

Text and email that support the call

First text after missed call

• Hi [First name], this is [Rep] at [Store]. You asked about the [Model]. I can save you a spot to see it. Today or tomorrow work better

Appointment confirm text

• Hi [First name], all set for [Day] at [Time]. We will have the [Model] ready at [Address]. Reply C to confirm or R to reschedule

Email with directions and prep

• Subject: Your visit for the [Model]

• We look forward to seeing you on [Day] at [Time]. Park near [Entrance]. Bring your license and insurance if you want to test drive. Need to change anything Use this link to pick a new time: [Link]

Raise show rate with a simple confirmation system

Treat shows like a process, not luck.

T minus 24 hours Confirm by text and call. Verify who is coming, trade-in, financing path, and any must-see trims.

T minus 2 hours Short text reminder with directions and the name of the person who will greet them at the door.

No answer protocol If the T minus 24 call is missed, call again in the afternoon. If still no answer, send a short video walkaround link to keep interest high.

Manager touch For high value or long distance shoppers, add a quick manager voicemail that reinforces the appointment value and provides a cell number.

No show recovery that does not burn the lead

Hour 1

• Subject: Quick reschedule for your [Model]

• We missed you today. Want to grab a better time Use this link. We can also send a video walkaround if that is easier

Day 1 call

• Hi [First name], things come up. I can hold a new spot for you. Would after work tomorrow be easier

Day 3Send two options: a walkaround video or a trade-in appraisal link. Ask which they prefer.

Quality control and coaching you can actually keep up

You do not need to score every call. You need to score the right ones and coach to trends.

QA scorecard categories

• Opener and purpose stated

• Discovery on timeline, budget, and trade

• Clear ask for time and date

• Next steps and confirmation

• Notes quality in CRM

Weekly coaching rhythm

• Each rep brings two calls: one win, one miss

• Manager brings two calls that match a theme for the week

• Pick one improvement per rep for the next seven days

• Track that one item on the huddle board

A huddle that takes ten minutes

Stand up, screens on, no monologues.

• Yesterday: contacts, sets, shows, no-shows, reasons lost

• Today: top priorities, hot leads, inventory that needs attention

• Focus item: one tip or micro skill for the day

• Recognition: call out one best practice from a rep by name

  
  

Scheduling and coverage that close the gaps

• Stagger start times so someone owns early morning and early evening

• Protect two confirmation windows daily

• Assign a voicemail callback owner every hour. No voicemail ages past 60 minutes

• Plan weekend handoffs in writing. Who confirms Sunday shows on Saturday afternoon

Compliance and professionalism

• Respect opt out requests in email and text

• Keep templates free of pressure language and false urgency

• Record calls where legal and disclose where required

• Store notes and PII in the CRM only. Not in personal devices

What to fix first if you need quick lift

• Add the two daily confirmation windows and hold everyone to them

• Shorten the opener copy and always ask for a time in the first minute

• Clean up dispositions and remove anything you do not use

• Start the ten minute huddle and end the day with zero past due tasks

Simple dashboard to keep everyone aligned

• New leads today and average time to first touch

• Contacts per rep and per hour

• Sets today and for the week

• Shows today and for the week

• Top three reasons lost

• Appointments by source for next three days

Keep this visible. If it cannot be seen, it will not be managed.

Use this playbook as a baseline. Tune numbers to your market, inventory, and staffing. The most important part is consistency. If the team runs the same rhythm every day, you will see steadier pipelines, fewer no-shows, and a lift in sold units without adding headcount.