Close Percent

BDC Team Leader

What is your close % for phone, internet and live chat enquiries?

Derrick Woolfson

We count Chat Leads as Internet Leads, but the average closing rate is 17-20% (based on 350-385 leads). The closing rate on phone-ups tends to be better. 

Derrick is there an industry standard or a close % where a BDC  who reaches it would be considered the supreme BDC? 

Brendan Dolan

These are the metrics I held my team to:

Internet:
80% contact ratio
60% appointment set ratio 
60% show ratio
50% close ratio

100 leads mean 80 contacts, 48 appointments set, 29 appointments shown, 14.4% total closing ratio. 

Phone:
80% appointment set
60% shown
50% close

100 calls mean 80 appointments, 48 shown, and 24% close.

My store ran mostly service leads for chat, do we didn't drill them down on the sales side too closely. If I had 5 sales chats a month we'd pop champagne. 

Derrick Woolfson

@Scott, not that I am aware of other than benchmarks from NADA, which for domestic brands in the US are the following: 25% set rate phones, 35% set rate internet - @Brendan, so you only count set rate out of leads *actually* contacted? I haven't seen it done that way before, but am intrigued. 

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