EliseAI's Call Scoring tool automatically scores calls between leasing agents and prospects, offering insight into agent performance without the need for mystery shopping.
Each call is scored using a preset rubric of questions that you can edit in EliseCRM. Your onsite agents will receive overall scores out of 100 that can be viewed on the Call Log page. This feature is automatically turned on if you're using VoiceAI or EliseAI vanity numbers.
By scoring calls directly in EliseCRM, Elise makes it easy for you to:
- Eliminate the need for costly mystery shopping services that can only conduct a limited number of calls
- Evaluate agent performance and see insights and themes across all relevant leasing calls
- Identify opportunities for improvement and coaching
Only relevant leasing calls will be scored, such as first time callers, true leads, and full conversations. Any calls that should not be scored, such as calls from vendors, will be filtered out.
To view call scores, navigate to Phone > Call Log in EliseCRM. The scores are listed in the Call Score column, and you can elect to view only scored calls by switching the "Has Call Score" toggle to On.
When scoring a call, the agent's name will be automatically extracted from the conversation. To ensure that agent names are correctly linked to each user, agents should add their name to their profile in EliseCRM. To manually reassign a call, click on the agent's name in the Agent Name column.
Recorded calls that were not automatically assessed by the Call Scoring tool can be manually scored by clicking the Score Call button visible in the Call Score tab.
Click the eye symbol next to a score to view a detailed score breakdown of how the agent performed on a question by question basis. You can review the transcript and recording of the call here, as well.
Calls scores can be manually edited from the score breakdown by clicking the check or x button next to each question. This will allow you to switch the value.
Calls are scored using a customizable rubric, which allows you to specifically evaluate the skills and behaviors most important to you and your teams. Each call is scored with a percentage, with point values per question that you assign. Rubrics are set at the organization level and can have up to 20 questions.
When customizing your rubric, keep in mind that questions should focus on key call details and should be answerable with a simple "yes" or "no". For example, "Was the size or layout of the unit discussed?" works well as a question, while "Which sizes or layouts were discussed" does not. Points should be assigned based on the relative importance of each question, as agents will earn either all or none of the points for a given question.
To edit the rubric, click Call Score Rubric at the top of the Call Log page. You can also access the rubric by opening up a scorecard and clicking Edit Questions.
From the rubric page, select Add Question to add new questions to the rubric. Indicate the type of question (such as sales, closing, etc.) and assign a point value.
Clicking on an existing question will allow you to edit it, change the category, adjust the point value, or delete the question altogether.
To view aggregated scores by community and agent, select Agent Scores in the upper right corner of the Call Log page. There, you can see the average score per community, as well as the number of calls handled by each agent at each community for a given date range. This information can be downloaded as a CSV file for easy sharing.