How Your Multifamily Software Can Help You Make Better Staffing Decisions

Scoring your employees’ phone calls lets you see how your employees stack up across sites and the multifamily industry as a whole.
September 26, 2018
People

You can spend copious amounts of time and energy poring over data, deciding just where to spend your marketing dollars. And maybe you invest in exactly the right places. Calls are flooding in. But ultimately, it’s your leasing agents who are responsible for turning prospects into renters once the phone rings. How do you know how effective they are? With a call analysis service like LeaseHawk’s Telephone Performance Analysis (TPA), you can measure employee effectiveness.

 

TPA is a unique service that is more accurate and cost effective than secret shoppers calling your employees. Calls with actual prospects are recorded, reviewed and evaluated by a LeaseHawk analyst and scored based on best practices in the following areas:

·      Introduction and guest card information gathering

·      Providing pricing information

·      Asking qualifying questions

·      Offering information on apartment features and community amenities

·      Setting or attempting to set appointments

 

The scorecards allow you to see how your team is performing both overall and individually, making it easy for you to make adjustments as needed.

 

Set Benchmarks

With TPA, you’ll be able to see across your portfolio, who your top performers are. You’ll also see how your team stacks up against industry averages.

Each quarter, LeaseHawk aggregates TPA scores for all its clients and develops an Industry Report Card (IRC) that is available to the public. You can use it to set benchmarks and expectations within your organization.

For example, the Q2 2018 IRC reported top leasing professionals typically convert 50 percent to 60 percent of qualified telephone traffic as compared with the industry average of 40 percent. Leasing agents were least likely (14 percent) to discuss apartment features and community amenities. With TPA, you can find out how your team compares.

 

Identify Opportunities for Training and Improvement

Once you get an idea of your team’s performance, you can deep dive to see where you can do better. Have you set the right expectations? Is your training program effective? What can you do to help your team set more appointments and sign more leases?

Use the TPA data to formulate best practices, including instituting a mentorship program, developing guest card checklists or devising phone scripts.

 

Complete Performance Reviews

Compiling an effective employee performance review takes time and skill. TPA scorecards make it easier by delivering all the performance data you need in one place. Use it to give employees concrete examples of what they do well and how they can improve without the need to spend large amounts of time on calls with them or sifting through endless performance notes. Having all the information in one place makes staffing decisions much easier.

 

Learn more about Telephone Performance Analysis.

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