Appointment set rate
Appointments set divided by opportunities handled in a period. The core BDC conversion metric.
The denominator matters. An opportunity is a contact with a customer who could book. Define it once, in writing, and report Sales and Service, inbound and outbound, separately.
In practice
Set rate is calculated on opportunities, not on all contacts. A wrong number, a parts inquiry or a vendor call is not an opportunity. Define the opportunity in writing per department, apply it to AI and human agents identically, and report inbound and outbound separately, because an outbound recovery call to a customer who declined work last month will always set at a lower rate than an inbound service call.
Common mistake
Changing the denominator to make the number look better. Set rate is only useful as a trend on a fixed definition.
Also called: set rate, appointment rate.
Read the chapter: BDC metrics and KPIs →
Related terms
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