For the BDC: the board is the job.
A BDC lives on volume and speed. Optimized Star gives each agent a daily activity goal (60 to start), a live board, and one list of who needs a follow-up next.
What it does
- A daily goal per agent, starting at 60 activities. Change it per store.
- A live activity board showing every agent's count against goal, updated as they log.
- Follow-up tasks on every lead, so the next call is never a guess.
- Appointments set and shown tracked separately, so you can see where the drop-off is.
- Lead response logged as its own activity, counted toward the goal (see Lead response for what's coming next).
How it works, day to day
An agent starts the day with their follow-up list and a count of zero. Every call, text and email they log moves the count, and every lead gets a follow-up task.
The BDC manager keeps the board open. Anyone stuck at 10 by mid-morning gets help before lunch, not a write-up on Friday.
A typical BDC day: new leads first, then today's follow-ups, then aged leads. The board shows where each agent stands against the goal as the day goes.
Questions
Can agents text from the CRM?
Not yet. Texting arrives with phone & text, after 10DLC registration. We'll update this answer when it ships.
Does it take ADF/XML leads?
An ADF/XML lead inbox is on the roadmap under automatic capture. We'll update this answer when it ships.
See how it would work at your store.
Book a 30-minute walkthrough of the CRM with sample data and, if you want, a look at your website.