Your Business Development Center rocks, right? You know these hammers, you vetted them personally, and you have them on a performance metrics to ensure they stay selling. But what about in between the conversations? What about the time the customer spends on-hold while the BDC personal attends to something else or the time they spend waiting for “the next available representative”? Does that rock too? If you are answering with anything less than, “yes, because I have a custom on-hold music mix that my geo-demographic loves so much they brush their teeth to it every morning AND I keep them informed with targeted messages”, then you, my friend, are missing out.