BDC training and support

Your campaigns drive the calls. Your BDC has to close them.

The most effective retention marketing program in the world still fails if the phone rings and your appointment coordinator doesn't know what to say. We train your BDC team to handle inbound and outbound calls with confidence - and we provide ongoing support so that performance doesn't slip when managers change or new staff come on board.

Talk to us about your BDC
The problem

Is your BDC just winging it?

Appointment coordinators are often the first and only voice a customer hears from your dealership between service visits. When they're not trained properly, calls get fumbled, objections go unanswered, and customers who were ready to book hang up and go elsewhere.

A well-constructed marketing campaign can generate an influx of inbound calls. If your coordinators aren't ready to handle them - or aren't making organized outbound calls to the customers who didn't respond - that campaign revenue walks out the door.

Inbound
Customers call and don't book
Without a clear call structure and confident objection handling, coordinators lose appointments to indecision, price pushback, and awkward pauses. Every missed booking is recoverable revenue that doesn't show up in your report.
Outbound
At-risk customers go uncalled
Email and SMS campaigns reach most of your database - but not all of it. Customers without email or mobile on file, or those who didn't respond to digital outreach, need a phone call. Without a structured call list, they fall through the cracks.
Organization
No clear priority or structure
Most BDC teams don't know who to call, in what order, or what to say when they get there. Without a prioritized call list segmented by Active, At-Risk, and Lost, outbound activity is reactive and inconsistent.
Retention
Staff turnover resets the clock
Dealership BDC turnover is high. Every time a coordinator leaves, institutional knowledge goes with them. Without documented scripts, training materials, and a reference guide, new staff start from zero every time.
Training curriculum

Real-world training built for automotive BDC teams.

Our training curriculum was developed by experienced BDC professionals and refined across dealerships of every size and brand. It covers everything your coordinators need to handle any call situation with confidence.

1
Managing inbound calls
2
Effective outbound calls and scripting
3
Overcoming objections
4
Voicemail strategies
5
Inbox management
6
Re-engaging lost customers
7
CSI follow-up calls
8
Lease-end and renewal calls
9
Daily task checklists and workflow
10
KPIs and performance tracking
11
Call disposition codes
12
Service intervals and DMS basics
13
Do's and don'ts
14
BDC glossary and terminology
15
Campaign call handling and follow-up
How it's delivered

Flexible training that fits your team's schedule.

We work around your service department - not the other way around. Training is available in multiple formats so it's as easy as possible to get your team up to speed.

Onsite sessions
We come to your dealership and train your BDC team in person - ideal for new program launches, staff overhauls, or dealers who want a hands-on foundation session.
Virtual sessions
Remote training via video call - equally effective for established teams looking to sharpen specific skills, or for dealers in markets we can't visit in person.
Reference manual
Every team receives a comprehensive written reference guide covering all training topics - scripts, objection responses, workflows, and KPIs. New staff can onboard from it independently when needed.
Ongoing support

Training is just the start. We keep your team organized month after month.

Beyond the initial training, we provide ongoing structure and support that keeps your BDC performing consistently - especially as staff change and campaign volumes shift.

Monthly
Segmented call lists
Every month your BDC receives a prioritized outbound call list segmented by Active, At-Risk, and Lost customers. No hunting through the DMS - just a clear, organized list ready to work through.
Campaign-linked
Call support tied to campaigns
When a campaign goes out, your BDC needs to be ready for the inbound response and prepared to follow up with customers who didn't convert. We help your team connect those dots.
Ongoing
Refresher support
Staff turnover is a reality at dealerships. We're available to retrain new coordinators, revisit specific modules, and answer questions as they come up - so performance doesn't reset every time someone new joins.
Accountability
KPI tracking and reporting
We help your team understand the metrics that matter - calls made, appointments booked, show rates, and conversion by segment - so managers have visibility into BDC performance alongside campaign results.
Included
BDC training and ongoing support is included with every Wellington Consulting program - at no additional cost. Month-to-month, no long-term contracts.

Let's talk about your BDC team.

Whether you're starting from scratch or looking to sharpen an existing team, we can help. Book a free dealer audit and we'll include a BDC assessment as part of the review.

Book a free dealer audit
BDC reference guide

Everything your coordinator needs - in one password-protected guide.

Wellington clients get access to our Service BDC Reference Guide - a comprehensive resource covering every aspect of the coordinator role. Scripts, objection handling, disposition codes, KPIs, do's and don'ts, and more. Built specifically for Canadian dealership service departments.

Objection handling Inbound scripting Outbound calling Voicemail scripts Lost customer re-engagement CSI calls Lease-end calls KPIs and targets Disposition codes Daily checklist Service intervals Glossary
Open reference guide

Password-protected.
Access provided to active clients.