A dealership office phone and headset with parked cars visible through the window.

Give the BDC manager the calls behind the appointment board.

Internet leads, phone ups, service requests, and callbacks after missed appointments all compete for the BDC team's attention. CallSniper scores the recordings your store provides against its appointment process, so the manager can review the exact calls behind weak sets before the next sales meeting.

“The silver crew cab you asked about is here.
Are you bringing a vehicle to trade?
I can have it pulled up at 4:30.”

The vehicle of interest confirmed and the trade question asked, checked across submitted sales calls.

Coverage across sales and service.
Appointments traced to the call.

A BDC manager listens to a handful of calls before the weekly meeting. CallSniper reviews submitted calls against the approved vehicle and appointment criteria, then places the relevant transcript passage beside each finding.

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Follow a BDC call from the greeting to the confirmed appointment.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Greeting

Did the agent answer promptly, name the store, and route the caller without a dead end transfer?

Compare the opening against the store's phone script.

Vehicle and trade

Was the vehicle of interest confirmed by stock number or description, and was a vehicle to trade discussed?

Use the transcript to see whether the trade question was asked or skipped.

Appointment set

Was a specific day and time proposed and accepted, with the salesperson or advisor named?

Track how often the ask happens and how often the shopper accepts.

Confirmation

Did the agent confirm the shopper's contact details and state the store's next contact step?

Review whether the call left the shopper with a clear time, contact, and next step.

A BDC call scorecard, 100 points.

Points are illustrative. Fit them to your store's phone process and the split between sales and service calls.

Criterion	Observable behavior	Points
Prompt answer	Answers within the store standard and names the dealership	10
Vehicle of interest confirmed	Confirms the specific vehicle or the service concern	15
Vehicle trade explored	Asks whether the shopper has a vehicle to trade	15
Appointment set	Proposes a specific day and time and books it	25
Handoff named	Tells the shopper which salesperson or advisor will meet them	10
Confirmation cadence	Schedules the confirmation call or text	15
CRM logged	Records the appointment and the notes in the CRM	10
Total		100

Illustrative review flags

A call continued after the shopper asked for no further contact
A price or payment quoted that the store's advertising rules do not allow over the phone
A recall or safety concern on a service call taken without the required urgency

Bring these to a pilot.

A month of recorded BDC calls from one store
Your phone script and the appointment confirmation cadence
The set, show, and sold numbers from your CRM for that month
The report your BDC manager and general manager review

The pilot scores your own calls, then puts the result beside the set and show report you already run.

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Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can it tell a sales call from a service call?

Yes. Processing rules can assign a sales scorecard to shopper calls and a service scorecard to appointment and advisor calls, so each call is judged against the right process. The rule can key off the queue, the extension, or the metadata you upload.

How do we handle a dealer group with several stores?

Include the store in the upload data so recordings can be reviewed against that rooftop's phone process and filtered for group or store leaders.

What about the no show follow up?

A callback recording can use a separate scorecard for the store's follow up script. Comparing those results with missed appointment data requires the store to provide that data or scope a connection during the pilot.

Where do the recordings come from?

Bulk upload from your phone platform is the day one path. The connection to your call tracking provider or dealership phone system gets scoped during the pilot.

Start with one store's BDC line.

Bring a month of recordings and the phone process your agents train on. See which calls reached a specific appointment ask and which ones ended without a clear confirmation plan.