Understanding the Call Log in Call Tracking
This article is an overview of the "Call Log" display under Call Tracking.
Log on to BDC Central and go to Call Tracking drop down and select “Call Log”.
For BDCC Users:
For CMS Only Users:
The Call Log contains filters for refining perimeters of the log. Filter selections include the following:
- Type (Department): All, Sales & Service, Sales, Service
- Dealership: Individual and multiple dealerships can be selected.
- User: Select individual users or select All users
- Timeframe: Date range
The Search bar allows quick type-to-search for users listed in the "Handled By" column.
Selecting Call Details from drop down menu allows further refined search options. Multiple selections may be chosen.
The Call Log can be viewed by Dealership, Users or Calls. To change the Call Log view, locate the view selections in the upper right corner of the log (below the filters).
- Dealerships: Listed by Dealerships
- Users: Listed by users
- Calls: Listed by individual users, audio playback and download available
Dealership view:
Users view:
Calls views:
CALL LOG COLUMN DEFINITIONS
- Date & Time: Refers to date and time call was received.
- Handled By: Refers to the user who took the call.
- Call Tracking Line: Tracking line used to receive the call.
- Details: Identifies call details as follows:
Sales Call 
Service Call 
Agent not Reached 
Appointment Booked
Went to voicemail 
Left Message 
- Caller's Number: Number that the caller used to call the dealership.
How to play back calls
Play audio of recorded call
Mute/Unmute Audio of recorded call
Download
Note: The duration of the call is noted in the Playback button.
How to Read Call Scoring
For each Call a Call Score is calculated based on the following indicators:
- Contact Info
- Qualifying
- Sales Skills
- Appointment Setting
Below are the descriptions for Sales & Service Indicators.
Scoring is based on a score between 1-10.
0-4 is Red 
, 5-6 is Yellow 
, 7-8 is Blue 
& 9-10 is Green 
Below are the definitions for Sales and Service Call Tracking indicators.
Sales Indicators
Contact Information
Acquire Name: Agent obtains customer’s first and last name for purposes of future follow-up opportunities.
Provide Reason & Benefit: Agent provides proper reason and benefit to motivate customer to give contact information.
Acquire Primary Phone Number: Agent obtains customer's primary phone number so dealership can follow up with them in the future.
Acquire Secondary Phone Number: Agent obtains customer’s secondary phone number to improve dealership’s chances of connecting with them in the future.
Qualify Customer
Qualifying Questions: Agent asks qualifying questions to show interest in identifying customer’s wants and needs regarding vehicle.
Create Urgency: Agent indicates possible interest and demand from other parties for vehicle to motivate customer to quick action.
Confirm Flexibility: Agent poses questions to determine customer’s flexibility regarding alternate vehicle choices.
Sales Skills
Promotion Mention: Agent mentions dealership sales promotions to indicate savings opportunity for customer.
Pattern Interrupt: Agent asks customer effective questions to maintain control of and/or direct the flow of the conversation.
Ask for Business: Agent uses effective phrases in order to increase probability of customer visiting dealership.
Hold Protocol: Agent places customer on hold to build anticipation in customer’s mind regarding vehicle availability.
Politeness: Agent is courteous and respectful throughout conversation to demonstrate dealership’s professionalism with customer relations.
Appointment Setting
Request Appointment: Agent requests customer make appointment to increase probability of customer visiting dealership.
Funnel Appointment: Agent uses closed-ended questions when scheduling sales appointment to increase chances of customer agreeing to visit dealership.
Schedule Appointment: Agent secures customer’s agreement to visit dealership.
Confirm in Writing: Rep has customer write down appointment information or alternatively provides customer with information in writing via email or text message to solidify appointment.
Set Solid Appointment: Agent sets appointment for specific day and time with customer to increase face-to-face sales opportunity.
Service Indicators
Contact Information
Acquire Name: Agent obtains customer’s first and last name for purposes of verifying correct account information.
Acquire Primary Phone Number: Agent obtains customer's primary phone number for purposes of verifying correct account information and for contact purposes regarding service related issues.
Acquire Secondary Phone Number: Agent obtains customer’s secondary phone number to improve dealership’s chances of contacting them regarding service related issues.
Qualify Customer
Vehicle Verification: Agent verifies customer’s specific vehicle make and model for purposes of providing correct required services.
Vehicle History: Agent checks vehicle’s previous service maintenance history for purposes of recommending any upcoming required services.
Check for Recalls: Agent checks for recalls prior to customer coming into dealership to provide customer with opportunity to schedule any necessary related appointment.
Sales Skills
Promotion Mention: Agent mentions dealership service promotions to indicate savings opportunity for customer.
Ask for Business: Agent uses effective phrases to increase probability of customer visiting dealership.
Politeness: Agent is courteous and respectful throughout conversation to demonstrate dealership’s professionalism with customer relations.
Appointment Setting
Request Appointment: Agent requests customer make appointment to increase probability of customer visiting dealership.
Funnel Appointment: Agent uses closed-ended questions when scheduling service appointment to provide customer with flexible options for visiting dealership.
Schedule Appointment: Agent secures customer’s agreement to visit dealership for service appointment.
Confirm in Writing: Rep has customer write down appointment information or alternatively provides customer with information in writing via email or text message to solidify appointment.
Set Solid Appointment: Agent sets appointment for specific day and time with customer to allow for efficient management of service department’s time and resources.
Call Score: The average score for the call.