Welcome to Part 1 of Agent Insights training!

In this video, you’ll learn how ACE™ measures agent insights on phone calls.

What is ACE Performance Insights?

Have you ever called a company and heard a greeting along the lines of, “This call may be recorded for quality and training purposes,”? Recording and evaluating phone calls are common in many industries—including the apartment industry—to develop employee call skills, identify areas that need improvement, recognize top talent, and track overall trends.

Your company has partnered with us at LeaseHawk to do just that. So, when you answer your next phone call, there’s a chance that our AI assistant, ACE, will listen to that recorded call and score your performance on it.

How Are Calls Scored?

ACE uses artificial intelligence to evaluate calls from your property. These calls are evaluated using a question set, also known as a scorecard, of leasing best practices for the apartment industry.

The scorecard consists of five categories and includes questions with an assigned point weight. To earn points and earn high performance scores, be sure to successfully include the information from each question when handling prospect calls. Points are used to calculate an Overall Performance Score, Appointment Conversion Rate, and a Performance Score in each category.

The first category of the survey is Introduction and Lead Information, equaling 36 points.

The second category is Pricing, equaling 12 points.

The third category is Qualifying Questions, worth 12 points.

The fourth category is Amenities and Benefits, equaling 24 points.

The fifth and last category is Closing, worth 36 points.

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We encourage you to learn your survey and understand each question well, so you can be successful on every call.

If you have questions regarding your ACE Agent Insights survey, please reach out to your company’s training manager.