Review the standard survey and scoring criteria used by LeaseHawk’s expert analysts to measure agent performance.
LeaseHawk offers two scoring methods to measure agent performance for our clients: manual scoring by our expert analysts or scoring powered by Artificial Intelligence (AI). This article discusses the standard survey and scoring criteria used by our analysts only. The survey and scoring criteria for our AI-powered scoring can be found here.
If you are unsure which scoring method is used for your properties, please reach out to your LeaseHawk Client Success Manager or email firstname.lastname@example.org.
Inbound first-time prospect calls handled by your leasing team are recorded by LeaseHawk. A random sample of these recorded calls are scored by our expertly trained analysts to measure agent performance based on a survey of best practices. Our analysts ensure the highest level of accuracy for evaluation of calls compared to any other scoring method. The standard survey is shown below:
Reports created from survey results make it easy to identify the areas that need improvement, so you can target your training efforts to improve your team’s performance. 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:
The 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.