Call Tracking Reports

Introduction

Call Tracking provides unique local and toll-free tracking numbers, allowing you the ability to measure and compare effectiveness of each marketing source and ad campaign. Additional features include call recording, voicemail, Interactive Voice Response (IVR) and call routing options.

Report Descriptions

• Account Overview: Displays advertising details by ad source, tracking number, target number, and ad cost for each ad. Also shows the total amount of calls and leads (unique callers) for each ad source along with their cumulative associated costs. It’s a convenient report to reference for an advertising assessment.

• ‍Call Category Trending: Shows a graphical depiction of the trend associated with each ad source over a period of time. Categories are organized by internet, mobile, print, TV, radio and other. To customize ad source category designations, reach out to support@leasehawk.com with the details.

• Call Detail: Lists individual inbound calls including the time and duration of call, the result (connected, busy, no answer, abandoned), and the associated ad source. Also allows for review of the digital recording for each call and the addition of notes. Call ID and caller phone numbers are found in this report.

• Call Result Trending: Displays a graphical depiction of the trend associated with the number of calls that were either connected, busy, no answer or abandoned. To customize, choose data view to amend column data in the report, then re-run and toggle back to trend view.

• Call Volume by Ad Source: Provides at-a-glance insight into the performance of your advertising. Hovering over any bar data in this report allows for precise leads versus non-leads data that can be compared to the overall statistics.

• Call Volume by Day and Call Volume by Hour: Illustrates traffic periods by day of the week or hour of the day. A good resource to help fine-tune staffing arrangements. By switching into and customizing in data view, these reports may be filtered to include only missed calls to expose weaknesses or opportunities in call handling arrangement.

• Call Volume by Site: Provides a graphical reference point for all call results at each community (with a multi-site permissions view only).

• Number and Feature: Covers all routing activity (by tracking number) and which calling features are enabled. For more detail and to reveal hidden data, select a drop down arrow, then columns, to add or remove.

• Traffic Snapshot: Details call data in a comprehensive summary of your advertising performance including calls and leads (unique callers) from each ad source, the average duration of calls from each source, and real-time cost-per-call and cost-per-lead results.
  

Lead Analysis Reports

Introduction

Marketing teams build their ad spend budgets using LeadScore AI analytics. LeadScore AI tells you which ad sources bring in true prospects and which properties are in need of more prospect-producing sources.

Report Descriptions

• Prospects by LeadScore AI: Quickly see all of the prospect calls that have come in through your LeaseHawk tracking numbers. Each call is identified by ad source, the leasing professional who handled the call (if applicable), and the caller number. This report can be grouped by Type Series to show if the prospects are new or repeat and by employee for easy follow up.

• Calls by LeadScore AI: Provides data for all LeadScore AI calls. May be grouped by caller type (i.e. prospect, non-prospect and undetermined) making it simple to drill-down into the call recording for each type of call. By additionally grouping by ad source, see at-a-glance which ad sources are producing quality leads. Reviewing ‘type series’ can alert you to any red flags with your messaging, IVR or call center calls.
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• Prospects by Ad Source: Displays the count and percentage of prospects, non-prospects and undetermined leads by ad source which can be used to determine the overall effectiveness of your marketing efforts. If a marketing campaign utilizes multiple ad sources, use the ‘Details’ column to indicate the campaign and measure results. Details regarding the cost-per-prospect are available for reference as well.
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• Prospects by Site: Provides the count and percentage of prospects, non-prospects or undetermined leads by ad source at each community, allowing for fine-tuning of marketing and advertising by site. Cost-per-prospect is also provided for further lead quality determination.
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• Call Volume by LeadScore AI: Shows a graphical representation of prospects, non-prospects or undetermined leads per site providing insight into the advertising performance at a glance. Hovering over any bar data in this report allows for precise prospect versus non-prospect versus undetermined data that can be compared to the overall statistics. With multi-site permissions, it will determine best sources for each site by filtering for specific ad sources.

CRM Reports

Introduction

The LeaseHawk Customer Relationship Management (CRM) app provides a means for fast, centralized communication and sales funnel management. Reports allow for ease of finding and sorting relationships, measuring response times, conversions and checking on tours and leases.

Report Descriptions

• ‍Communications: Shows all inbound and outbound communications, allowing the ability to view each separate communication in great detail, including whether or not a response was recorded.

• ‍Communications by Day and Communications by Hour: Two similar reports that provide a graphical reference for all inbound and outbound communications. Data is categorized by type: email, text, phone and walk-in. To customize, choose data view to change column data in the report, then re-run and toggle back to summary view.

• ‍Contact Report: Lists all contact information along with the last communication date, relationship status and any added Timeline notes. Allows visibility across all active contacts and can assist in determining whether they need follow-up.

• ‍Ad Source Traffic: Shows all traffic coming through each ad source utilizing a LeaseHawk tracking number or email address, and includes the communication type (call, email, text).

• ‍Leasing Report: Allows for visibility to determine contacts who have moved into the resident status within the CRM. This report will also show originating ad source, point person and opportunity creation.

• CRM Appointments: Shows scheduled appointments. Allows visibility into who assigned the appointments, how many appointments are made and how many contacts showed up for appointments.

• Ad Source Closed/Won and Employee Closed/Won: Two similar reports that show the conversion rates over a given period of time. Each take into account the selected timeframe and make a calculation based on opportunities that leased and those that were lost (lost is defined as any deactivated prospect or applicant). Data is based on the following calculations:

         Opportunities = Leases + Lost + Open

          Closed-Won Rate = Leases divided by Leases + Lost

• Communication Trending: Shows a graphical representation of the volume of communications and a trend over a given time period.

• Communications Response Times: Allows visibility into the time that it takes for a leasing professional to view an initial inbound communication as well as how long it takes them to respond to those communications once viewed.

• Sales Funnel: Graph View of the full sales funnel with numbers at each stage of the funnel for lead, prospect and applicant.

• Tours: Review tours by site, employee and relationship, including ‘lost’ prospects.

Agent Performance Reports

Introduction

Using a survey of best practices, LeaseHawk measures agent performance on actual prospect calls. Each evaluated call receives a score in multiple leasing categories and an overall score, so you can rank results and quickly detect changes.

You can access all of your agent performance data and scores within LeaseHawk reporting under the “TPA” (Telephone Performance Analysis) tab. Use these reports to identify strengths and weaknesses, and grow your team’s sales and customer service skills, as well as your own!

Report Descriptions

• Employee Cumulative and Site Cumulative: Two similar reports that provide the company rank, overall score and category scores for a period of time (for instance, year-to-date) by employee or community. These reports allow you to identify your top performers over time.

• Employee Performance and Site Performance: Two similar reports that compare performance from one month to another by overall and category scores. The reports also include the change in performance, allowing for identification of significant changes in employee or community performance.

• Employee Ranking and Site Ranking: Two similar reports that compare conversion rates and overall scores from one month to another. The reports also include the change in company rank, appointments set, conversion rate and overall score.

• Question Performance: Provides site scores by question, compared to a previous month, to easily identify training opportunities. Changes in percentages are also noted.

• Scored Calls: Provides the details of each scored call, including the call recording and individualized scoring breakdown.

• TPA Monthly Trend: Offers a breakdown of scored call results by employee (per your determined time frame) detailing each employee’s overall score, raw score and conversion rate for analyzing.

• Conversion Report: This graph gives visibility into whether or not an employee converted a qualified phone call by setting an appointment.

• TPA Category Trending: This is a line graph showing the percentage trend for each category on a survey over a specified timeframe. Hovering over any portion of the data in this report allows for precise category data that can be compared to the overall statistics.