Using Pay Plans to Boost Agent Productivity

This week, CEO Scott Davis steps in as guest host to talk with Kim Grubb of Cooper Auto Group about how rethinking pay plans transformed her BDC team’s performance. Kim shares how shifting focus from simple appointment counts to scheduled appointments, outbound calls, and conversion quality, she boosted productivity by 30% and outbound performance by 50%—all without expanding her team. With smart incentives, team tiers, and a shared bonus pool, Kim created a high-retention, high-output culture that thrives on consistency, effort, and excellence. A must-watch for anyone managing BDCs or rethinking compensation strategy.