Call scoring is the evaluation of phone call data against a defined performance standard, usually for the

purpose of scoring customer service agents. For sales and marketing teams, call scoring can enable surface

certain metrics to like sales specialist script compliance and inbound lead quality.

Once you’ve established the criteria that make up a successful customer service or sales experience, the first

step in successful evaluation is recording inbound calls for transcription or playback. These records would be

able to give key insights into your operation.

With an advantage of effective call scoring system, you can answer the questions and provide some much-

needed peace of mind for managers and agents alike. With call scoring, your center can without much of a

stretch recognize deteriorating or insufficient methodology, focus in on client torment focuses and

disappointments, and help center preparing and expert advancement endeavors for your work force.

• Call scoring is done for 100% of prospect interactions

• Call quality is done by an unbiased third party agent

• Call score is determined by key questions being asked by leasing consultant

• Unprecedented clarity for property and portfolio managers

• Discovers strengths and weakness of their leasing team’s sales process

• Identifies and allows leasing deficiencies to be addressed immediately

• Evolves assessments into teaching moments for your team

The eventual fate of multifamily lead management stages lies in the capacity to have genuine renting

execution perceptibility. Territorial and portfolio directors have ached for the capacity to have a

straightforward knowledge into how their renting groups are performing consistently without picking

through untrustworthy and obsolete metrics.

Call monitoring gives a benchmark to your renting teams, making a steady and responsible sales process.

Additionally, it improves leasing performance, sales process inconsistencies, and ensures proper

communication with every potential renter that contacts your community.

• Provides benchmarking, goal setting and accountability

• Allows for individual/team coaching and feedback

• Expedites leasing skill-building, training and development

• Promotes a learning and progression-focused environment

• Improves quality of customer service and satisfaction

A multifamily lead management platform that includes call performance capabilities addresses a multitude of

challenges. With upgraded perceivability into performance, renting adequacy should never again be judged

utilizing inconsistent and conventional metrics such as:

1. Closing Ratios

2. Exposure

3. Randomized Shopper’s Reports

These metrics all provide room for assumptions rather than conclusions, increasing the likelihood of

inaccurate judgments.

ITCube BPM

Email- info@itcubebpo.com

Phone- +1 (614) 434-2376

10999 Reed Hartman Highway,

Suite # 134, Cincinnati,

Ohio - 45242, USA

An ISO 9001:2000 , ISO 27001:2005

Certified Company

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