What “outsourced BDC” means at Call Contact Confirm
A Business Development Center (BDC) is the team that turns inquiries into appointments. Leads come in from your website, third-party sites, your OEM and trade-in tools. Someone has to call, text and email those customers quickly, answer their questions, and get them to commit to a time to come in.
When you outsource your BDC to Call Contact Confirm, our agents become that team. They work from our office in Windermere, Florida, but they work inside your systems: your CRM, your inventory and your appointment calendar. To your customers, it feels like talking to your store.
Why dealerships outsource instead of hiring
Building an in-house BDC means recruiting, training, scheduling, managing and replacing agents. It’s a job with high turnover, and every time someone leaves, leads slip while the next hire learns your process. Outsourcing moves that work to a team that already does it every day.
Dealers usually come to us for one of these reasons:
- Leads aren’t being worked fast enough. Salespeople are on the floor, and internet leads wait hours.
- Spanish-speaking customers fall through the cracks. There’s one bilingual person, and they can’t be everywhere.
- A lead source isn’t producing. Trade-in and Instant Cash Offer leads get written off as “price checkers” without real follow-up.
- The BDC keeps turning over. The store is tired of rebuilding the team every few months.
For a side-by-side comparison, see in-house vs. outsourced BDC.
How it works
- Onboarding. We learn your store: inventory, staff, appointment rules, lead sources, CRM setup and how your managers want notes written.
- CRM access. We get logins for your CRM and any lead tools, and set up how leads will be assigned to our team.
- Live outreach. Our agents contact customers by phone, text and email, in English or Spanish, and keep working each lead on a consistent follow-up cadence.
- Appointments and hand-off. Appointments go on your calendar with notes your salespeople or advisors can act on, and we confirm them before the customer is due.
- Review. We look at appointments, shows and outcomes together and adjust the process.
Proof from a real dealership
In our first 30 days working Kelley Blue Book Instant Cash Offer leads for a Central Florida Ford dealership, our team made 3,522 outreach attempts by phone, text and email and booked 38 appointments, and 83% of the customers whose appointments had come due showed up. After that first month, the store brought us in on its sales and internet leads as well. Read more about how we work KBB Instant Cash Offer leads.
Bilingual by default
Every part of our outsourced BDC works in English and Spanish. Customers are contacted in the language they prefer, and conversations that switch languages stay with the same agent. See bilingual BDC for more.
Is an outsourced BDC right for your store?
It’s a strong fit if you have more leads than your team can work well, if you’re losing Spanish-speaking customers, or if you want BDC results without managing a BDC. If you already have a strong in-house BDC, we can cover overflow, after-hours follow-up on the next business day, Spanish-language leads or a single lead source instead. Contact us to talk through what makes sense for your store.