Q: Why would there be a discrepancy in the BDC Contribution Report and the BDC Repair Order Sales Detail Report?
A: The BDC Contribution report will include all RO's as a direct result of the efforts put forth by a BDC user, including all pre-booked appts and 14 day walk in sales. This report will display the RO counts, Lbr Sales and show the percentages coming from the BDC. The BDC Repair Order Sales Detail will only include Service and Sales BDC users RO contributions, only displaying linked maintenance, as opposed to Total Lbr Sales as in the other report. This report should typically always be lower than the BDC Contribution report for that reason.
Q: I notice PCR in the Monthly Performance Summary. How is it calculated and what is the benefit of measuring?
A: A 'Productive' recycle is one where you speak to a decision-maker (someone who could make the decision to book the service we're offering). The Productive Close Rate is exactly as Maxime describes it above:(Total Appointments booked that day) / (Total Productive Recycles) = Productive Close Rate. Because you can't book an appointment on calls that aren't really opportunities, voicemails or wrong numbers for example, we don't consider them when assessing our effectiveness at generating appointments.