Get all your questions answered about how LeaseHawk measures agent performance.
Have you ever called a company and heard a greeting that said something 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 multifamily industry—to develop employee call skills, identify areas of improvement, recognize top talent, and track overall trends.
LeaseHawk records and evaluates phone calls to measure the performance of leasing teams. In the FAQs below, you’ll learn the basics to everything you need know about how we score calls, when calls are scored, and much more.
LeaseHawk evaluates agent performance using a survey of best practices to score calls. There are two scoring methods that we offer our clients: manual scoring by our expert analysts or scoring powered by Artificial Intelligence (AI).
LeaseHawk makes every attempt to score first-time prospect calls. If either party mentions that the caller has made prior contact, is a resident, employee, vendor, etc., then the call will not be scored.
LeaseHawk makes every attempt to score calls evenly throughout the month.
LeaseHawk makes every attempt to score calls evenly amongst your team members. However, we cannot guarantee that all employees are scored as only qualified calls are selected for scoring.
An employee code is a unique code that is assigned to each employee to attribute to the call. Employees are encouraged to enter their LeaseHawk employee code on the phone keypad after the caller hangs up to ensure that the proper scores are assigned to the correct leasing agent. This eliminates any confusion where properties have employees with the same first name. Properties using AI-powered scoring typically do not use employee codes.
If an employee does not enter their code and we are unable to assign the call due to no employee name listed or duplicate names, we will score the call and assign it to Unknown Employee. You may make a request for Unknown Employee calls not to be scored, but then it is critical that you submit current leasing agent rosters to LeaseHawk on a regular basis.
For more information, check out this training resource: How to Correct Unknown Employee Records.
If you need a new employee code(s), please email us at firstname.lastname@example.org as soon as possible, please include the following information:
For a complete list of employee codes, you may submit a current leasing agent roster for all sites.
To keep your scoring and employee codes accurate, please notify LeaseHawk of the following:
If you disagree with your scored call performance, and with manager approval, you may challenge the score by emailing us at support@Leasehawk.com. Your call challenge must include details of the objection in a written communication and include the following:
Deadline for call challenges is the 4th of the following month.
If there are no call challenges, all scored calls will appear in reporting on or before the 10th of the following month.