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I would need to see your scoring system to answer that accurately.  I use a 20 point scoring system that is used for monthly CRC rep reviews in our own database that we track over time.  We have been in the 60-65% conv. to an appointment but with so many agents skills vary from rep to rep.  Calls route via an ACD to agents using priority routing so agents that convert better get more calls.  Seeing as all Hubler Auto Group sales calls go to the centralized call center I would say we would do better than average say 4 on your scale.  Unappointed calls get TO'd to a supervisor.