Service BDC Pay Plans

Josh Sherman

I am interested in recommendations on how to structure pay plans for a multi-store Fixed Operations BDC that is responsible for both INBOUND and OUTBOUND call management. As background, our Service / Parts BDC historically only handled inbound calls from customers calling to schedule service appointments. We are adding outbound calls responsibilities (declined service, open recall, lost souls, no show, special parts, etc) in order to capture more business. How should the BDC Manager and the BDC Call Representatives be compensated for setting appointments from passive inbound call management versus active outbound call management? Ultimately, we are interested in providing our Fixed Operations BDC with an incentive to capture additional business. No need to reinvent the wheel... Thanks in advance.

Chris K Leslie

Base plus bonus. Good base pay with bonus for hitting larger goals. I've never been a big fan of paying per individual thing. Keep it simple. 

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