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Mentoring and Coaching Phone Performance

Use these tips to monitor your leasing team’s call skills and overall performance.

Last Update:
February 3, 2021
Agent Performance


Building a strong team starts with identifying strengths and weaknesses. Utilize the agent performance data and trends available to you within LeaseHawk’s reporting and Business Intelligence (BI) tools.

How to Access Reporting

  1. Go to
  1. Log in using your LeaseHawk username and password. If you do not know your username or password, click Forgot your password? and Forgot your username? for assistance.
  1. Click the Reporting tab located in the navigation bar near the top of your page.

  1. Click the TPA tab located in the second navigation bar. Note: TPA is an acronym for “Telephone Performance Analysis”.

  1. Click any of the 11 reports to view your team’s agent performance data.

How to Access BI

  1. Go to
  1. Log in using your LeaseHawk username and password. If you do not know your password, click Forgot password? or email for assistance.
  1. Click the Employee Call Performance tab located in the left-hand navigation bar.

  1. Select Site or Employee using the orange toggle button to filter data.

  1. While on the Site toggle, you can also click on a property name to view individual data for the leasing team members assigned to the selected property.

Refer to these reports to work with your individual employees during one-on-one meetings, performance reviews, or with the agents collectively to grow as a team. In addition to keeping a close eye on reporting, be sure to follow the tips below to learn how you can mentor and coach your leasing team to perform their best.

Performance Tips

Keep Your Survey On-Hand

Print out your agent performance survey and have it readily available for every leasing professional in the office.

Not sure where to find your survey? Use these resources to receive a copy:

  • If you use a custom survey, contact your LeaseHawk Client Success Manager or email to receive a copy.

Listen to Call Recordings

Encourage each member of the leasing team to analyze their own performance by listening to their calls each week. They can do this by reviewing the Scored Calls report available in LeaseHawk reporting, creating individual scheduled reports, or you can directly email call recordings to them.

To access the Scored Calls report and your team’s call recordings, follow these steps:

  1. Log into LeaseHawk reporting.
  1. Click on the Reporting tab, then click on the TPA tab.
  1. Select the Scored Calls report.

  1. Click on the blue speaker icon to listen to the call.

  1. To email a link to the call recording, click on the blue forward icon.

Always listen to the call while reviewing the corresponding survey, which provides a breakdown of the scoring.

Discuss Your Team's Success and Improvement Areas

Meet together as a team or in a coaching environment on a weekly basis to gauge successes and keep the focus on the right areas. The Employee Performance report provides you with the data needed to document the current overall and category scores, then compare changes since your last meeting.

To access the Employee Performance report, follow these steps:

  1. Log into LeaseHawk reporting.
  1. Click on the Reporting tab, then click on the TPA tab.
  1. Select the Employee Performance report.
  1. Scroll the report to the left and right to view all of the columns available. Drag and drop the columns in the order that fits your needs.

Discuss what the team has learned from the calls they analyzed. It’s important to understand what elements should be touched upon during the call, how scoring works and how points are awarded.

Encourage Teamwork and Set Goals

Encourage your team to discuss calls with each other. Have them share their successes and also areas that need improvement. Collaboration and open dialogue will improve their skill set and confidence level of the team.

Set goals for the overall score or for the various categories and provide resources for continued growth. This can include recommending online training, talking with peers or listening to call examples of the highest scored survey.

Discuss the Industry Report Card (IRC), published quarterly by LeaseHawk. The IRC can be a helpful tool for setting goals and baselines with your team. The IRC can be found at or you can request it from

Use Scores for Recognition & Reviews

If your calls are scored by LeaseHawk’s expert analysts, inquire within your organization to see if scores are considered for awards, rewards or recognition. If appropriate, create a recognition program or friendly competition within your team to focus efforts on improved communication and higher scores.

We recommend only using calls scored by LeaseHawk’s expert (human) analysts for awards, rewards, or recognition purposes. If your organization uses LeaseHawk’s AI-powered (Artificial Intelligence) scoring method, we recommend only using the scores for benchmarking your team’s call performance. If you’re unsure how your calls are scored, please reach out to your LeaseHawk Client Success Manager or email