Outsourced Sales BDC

Steve Simon

Anyone using an outside BDC to capture Sales appointments, and if so any recommendations

Derrick Woolfson

We tried it briefly, BUT it was a huge mistake. Bottom line, sure the monthly fee might be less expensive - however, they do not work at the store, have the brand knowledge, which makes it that much harder to calculate the ROI they are producing. The other issue, too, is that you have no idea what they are telling potential customers...

Steve Simon

Those are all valid points. My thinking was have a small BDC, and use outside BDC to pick up the slack

Jake McCracken

Steve, your reasoning makes sense, but Derrick makes great points. The best way is to handle it in-house if possible with a well-trained BDC staff. The differentiator of success will be how well the CRM is set up for their success along with consistent training, accountability, and of course, hiring and retaining the right people.

Derrick Woolfson

@Steve, I can certainly understand - how many BDC reps do you have in comparison to lead volume? Where each rep should not be handling more than 135 leads. As s/he will be handling in-bound calls, chats, texts, etc. Not to mention handling short, mid, and long-term follow-up. 

Steve Simon

each rep is handling an average of 250 leads. its way too many and they cant do an accurate job on these

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