Learn the job descriptions & tasks that Inside Sales Agents (ISAs) perform to convert leads to appointments on top real estate teams. Traditionally referred to as telemarketers, ISAs are generally responsible for prospecting for new leads, servicing inbound leads from sign calls and other internet sources, and converting these leads to appointments for a team’s sales agents.  Real estate teams utilizing ISAs have found the income they produce to be at least five times the cost of employing ISAs, which amounts to a 5 to 1 return on investment. Before examining the job description and duties of inside sales agents on real estate teams in detail, watch as top producing agent Chip Glennon explains how he leads and manages his ISAs in this video.

Mega Agent Interview:  Working with Inside Sales Agents (ISAs)

The 3 Types of Inside Sales Agents (ISAs)

All inside sales agents are not created equal, and it’s important to know the differences if you are looking for guidance from the ISA models that other teams are actively implementing.  There are 3 types of ISAs:  1) Outbound; 2) Inbound or 3) Both Outbound/Inbound.  Outbound ISAs generate new leads by prospecting for FSBOs, expired listings, just listed/sold, COI, past clients, geographic farms and etc.  Inbound ISAs respond to incoming leads from internet sources and sign calls while repeatedly maintaining contact with leads over time to ultimately foster them into qualified appointments.  Performing both roles at once can be challenging since they are very distinct roles that require two different types of behavior.  An Outbound ISA should be more aggressive and driven to make cold calls, where an Inbound ISA should be more of a customer service orientated individual that loves people and building relationships. ISAs don’t have to be employees, you can use a third party company as well. Companies like MyOutDesk specialize in virtual administrative assistants and virtual ISA’s and can be a very easy cost effective way to have an ISA.

Training & Leading Inside Sales Agents (ISAs)

Inside Sales Agent ISASuccessful inside sales agents are trained and held accountable on an ongoing basis.  Weekly and daily scripts, objection handling, and role-play practices should be conducted.  Outbound ISA’s should track activities to determine conversion ratios for contacts-to-appointments and other key metrics for motivation and skill development.  For Inbound ISAs, response time and all lead follow-up attempts must be tracked with notes on each conversation input into the team’s customer relationship manager for future use.  Finally, the results of all activities tracked should be displayed and compared to pre-determined goals at regular team meetings for accountability and to overcome difficulties with related team performance.

Inside Sales Agent (ISA) – Job Description

The following is a sample job description for an Inside Sales Agent (ISA) that converts both inbound and outbound leads to appointments for a real estate teams’ sales agents.

General Job Description

  • Prospect for new clients on a daily basis from various lead sources
  • Respond to inbound leads from all internet lead sources, sign calls, and etc.
  • Schedule appointments for Listing and Buyer Specialists
  • Input/manage client & lead databases
  • Conduct lead follow up & nurture leads until appointments are set

Job Specific Skills & Traits

  • Communicates effectively with peers, superiors, customers, and vendors in written and verbal form.
  • Practices, memorizes, and internalizes scripts.
  • Ability to block out distractions and listen intently to the conversation that is occurring.
  • Creates a sense of comfort and familiarity through their ability to build rapport.
  • Excellent organizational and time management skills.
  • Organized, systematic, and detail-oriented.
  • Results oriented and high achiever.
  • Basic understanding of computers and navigating the Internet.
  • Excellent organizational and time management skills.
  • Career development and training focused.
  • Confident telephone voice

Key Activities & Duties

    • Set weekly goals
    • Track all key business activities.
    • Measure conversion ratios and meet performance benchmarks.
    • Set up an “Ideal Week” that blocks time for activities designed to reach goals.
    • Attend training and establish daily role-play partners.
    • Willing to be held accountable for goals & results.
    • Call past clients and your sphere of influence to ask for referrals.
    • Manage contact database system.
    • Manage 50+ new leads each week & work existing leads to convert into buying/listing appointments.
    • Practice, memorize and internalize scripts at least 1-2 hours /week.
    • Prospect for new clients on a daily basis 1-2 hrs/day.
    • Do 5-10 hours of lead follow-up per week.
    • Make 50 to 100 contacts per week calling on:
    • Expired Listings
    • FSBOs
    • Center of Influence
    • Past Clients
    • Just Listed & Just Solds
  • Open Houses

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