I am in the process of restructuring our BDC and I am struggling with what should be a simple question… What constitutes an appointment?

Obviously when a rep speaks with a customer and schedules an appointment that is easy. The question that I have is if a rep has on-going contact with a customer and calls when the customer is on their way in… Or a customer calls when they are on the way in. 

Should these be paid?

The argument could be made that it was the contact and rapport built with the rep that drove the customer in. Either way, the rep needs to get the customer on the schedule so the sales team knows they are coming but what is fair as far as compensation?

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