Anyone measure their Lead to Show* rate?
i.e. - Taking the number of appointments that show-up and divide it by the total number of leads (phone and internet separated)?
We peak at 58% on phone ups and 28% on web leads at our best performers in the group (90-day rolling). I feel like I can better measure our BDC departments by holding them accountable to what they can control vs a Lead Close rate which factors in Sold. They really don't have direct control over the sales and desking process once they arrive. I found that paying BDC's on sold turns their minds into mush as they start to obsess about the appointment on the floor instead on getting the next one in. Thoughts?
*Not to be confused with "Show Rate" which is number of appointments that show-up divided by the number of appointments scheduled. Also a good measurement for BDC. Show rates for us are 60% to 90% depending on the market.
i.e. - Taking the number of appointments that show-up and divide it by the total number of leads (phone and internet separated)?
We peak at 58% on phone ups and 28% on web leads at our best performers in the group (90-day rolling). I feel like I can better measure our BDC departments by holding them accountable to what they can control vs a Lead Close rate which factors in Sold. They really don't have direct control over the sales and desking process once they arrive. I found that paying BDC's on sold turns their minds into mush as they start to obsess about the appointment on the floor instead on getting the next one in. Thoughts?
*Not to be confused with "Show Rate" which is number of appointments that show-up divided by the number of appointments scheduled. Also a good measurement for BDC. Show rates for us are 60% to 90% depending on the market.
