BDC Manager
BDC Reporting, Training & Optimization.
Recover the high-intent calls your BDC misses after 5 PM. Diagnose rep conversion gaps. Queue targeted training to the specific reps who need it.
01
The Leak.
You know you lose calls between 5 and 7 PM. You do not know how many of those are high-intent buyers. And your BDC team's message discipline is inconsistent across reps.
02
The Before.
The phone system reports missed calls but not intent. Your CRM shows lead conversion but not the phone-to-appointment sequence that drives it. Rep quality varies wildly. Coaching is reactive and happens after a bad month, not in real time.
03
The Workflow.
Five stages. Running on every call, every rep, every morning.
Systems
- Phone System / Voicemail
- CRM
- Lead Sources
- Calendar
Agents
- Operations
- Analytics
- Sales
- Coaching
- Research
Classification
- Intent scored
- Urgency tagged
- Source matched
Priority List + Coaching
- Ranked callbacks
- Suggested scripts
- Targeted modules
CRM Write-Back
- Sorted in CRM
- Assignments routed
- Delivered before 7 AM
Operations agents ingest every call, including voicemail content, caller history, and lead source metadata. Analytics agents classify intent and urgency. Sales agents track call-to-appointment and appointment-to-show conversion at the rep level, identifying specific failure points. Coaching agents queue targeted training. Operations agents write the sorted callback list and coaching assignments back to your CRM before 7 AM.
See it in action.
The BDC Reporting, Training & Optimization workflow, running in a dealer environment.
04
What a typical BDC morning brief looks like.
BDC Morning Brief — [Date]
From: Auto Agentic · Delivered 6:55 AM
Operations Agent
9 missed calls overnight. Ranked: 1) High-intent: viewed F-150 Platinum on your inventory twice yesterday, requested finance pre-qual 11 days ago, called at 5:47 PM and 6:12 PM. Recommend personal callback from Mike at 8:30 AM with direct line. 2) Moderate-intent: service inquiry about timing belt on a 2019 Explorer, implied considering trade. Recommend combined service + sales callback script. 3) High-intent: wife on existing CRM record as owner of a 2022 Escape, husband called about Mustang availability. Crossover opportunity. Callback to the husband with wife's account history ready. 4-6: medium-to-low intent, standard callback queue. 7-9: service-urgent, routed to service BDC.
Diagnostic Agent
Your team's intent classification accuracy this week is 89% against verified outcomes. Primary miss: calls where the caller says 'just looking' but has 5+ prior website visits to specific inventory. Training module on this pattern queued to the full team.
Rep Performance
James has a 72% appointment confirmation rate, 41% show rate. Confirmation is strong; show-rate gap suggests a reminder cadence issue. Coaching module 'Show-Rate Recovery Through Reminder Cadence' queued. Anna converted 18 appointments from 24 calls this week (75%); your top. Her messaging pattern is being extracted by the Research Agent and will appear as a standardized template for team use next Monday.
Your brief will be styled with your dealer group's names, sources, and baselines. The sample above shows structure and depth.
What moves
The shape of the delta.
Indicative ranges from comparable dealer environments. Pilot KPIs are agreed in discovery and measured against your baseline.
05
Why this workflow compounds.
Every brief recovers calls that would otherwise be lost. Every recovered call produces conversion data inside that rooftop's lake. That data sharpens next week's intent classification and every rep's coaching at that store. Across your rooftops, the Knowledge Hub normalizes over every BDC team's data: the top-performer messaging pattern at one team gets extracted and distributed as an option to every BDC team in the group. The team's average rep moves toward the top, and the top keeps moving. For more on how compounding works across the full workflow library, see The Flywheel.
06
The Pilot.
- 90-day pilot on one rooftop.
- One or more KPIs agreed during discovery. Common KPI: recovered-deal rate from callback list, measured as appointments and sales attributable to the workflow within the pilot window.
- Founding Partner pricing is available for a limited number of qualifying dealer groups. Ask about it in your discovery call.