Case study · Real estate team
Real Estate Team Doubles Appointments with an ISA: Case Study
Every lead called while it is warm
A real estate ISA case study from AssistBPO: every lead called while it is warm for a real estate team client, anonymized at their request. The desk was staffed by a named assistant with a trained backup and a team lead, working the client's own hours inside the client's own systems. What follows is the operational account: what the desk looked like before, what the assistant took over, and what the client sees every day now.
By Nimra Khalid · · Reviewed by Issabela Masters
What was happening before?
A six-agent residential team in the US Southwest was buying portal leads every month and working them whenever showings allowed. Speed to lead depended on who was between appointments, which meant the best inquiries were often called hours later, if at all. The database of past clients and old inquiries had not been touched in a year. AssistBPO placed a named inside sales agent on the team, employed by the group, with a trained backup and a team lead, working in the team's own Follow Up Boss account and calling in local market hours including evenings. New leads are now called within minutes, qualified on timeline, price and motivation, and booked into the right agent's calendar by area. Between new leads the ISA works a written revival cadence on the old database.
What did we do?
In the order it happened, on the client's own systems.
Set a speed-to-lead target and measured it
The team agreed a first-attempt target measured in single-digit minutes during staffed hours, with a second attempt the same day. Follow Up Boss was set to route every new lead to the ISA first, and the daily report showed the actual minutes per lead rather than an impression of how fast the team felt.
Wrote buyer and seller scripts with the team leader
Two scripts, two qualification standards. Buyers on timeline, price range, area, financing status and whether they already had an agent. Sellers on motivation, timeline, mortgage position and price expectation. Fair housing language was written in, and the ISA states plainly that they are not the licensed agent when asked.
Mapped agents, areas and calendars
Each agent's areas, specialties and availability were mapped so an appointment lands with the right person the first time. The ISA books directly into the calendar with a note on who the lead is, why now and what they asked about, and sends the agent a short brief before the appointment.
Built the database revival cadence
Past clients, expired inquiries and sphere contacts were checked for consent and scrubbed against do-not-call registers before any dialing. The ISA works a set number of revival contacts a day with a real reason to call, and those results are reported separately from paid leads so the team can compare the two sources honestly.
Put confirmations and rebooking on the desk
Every appointment gets a confirmation at booking, a reminder the day before and a reminder on the morning where consent allows. No-shows are called and texted within the hour to rebook. Held rate by source is on the weekly review, so a source that books well but shows badly gets caught early.
The desk
What changed on the desk?
Three moments on one desk. Every line here is something the client can check against their own systems.
- Before
- The team bought portal leads every month and worked them whenever showings allowed. Speed to lead came down to who happened to be between appointments, which meant the best inquiries were often called hours later, and some were never called at all. Nobody could say which ones, because the only record was an impression of how fast the team felt it was moving. The database of past clients and old inquiries had not been touched in a year.
- What the assistant took over
- A named inside sales agent, employed by the group and calling in local market hours including evenings, took first contact on every new lead inside the team's own Follow Up Boss account, with routing changed so leads reach the ISA before anyone else. Buyers are qualified on timeline, price range, area, financing status and whether they already have an agent. Sellers are qualified on motivation, timeline, mortgage position and price expectation. Between new leads the ISA works a written revival cadence on past clients, expired inquiries and sphere contacts, checked for consent and scrubbed against do-not-call registers first.
- What the client sees now
- A new lead is called within minutes during staffed hours, with a second attempt the same day, and the daily report shows the actual minutes per lead rather than an impression. An appointment lands with the agent whose area and specialty match it, and the agent gets a short brief on who the lead is, why now and what they asked about before they walk in. Fair housing language is written into both scripts, and the ISA states plainly that they are not the licensed agent when asked. Every appointment gets a confirmation at booking and a reminder before it, no-shows are called and texted within the hour to rebook, and held rate by source is on the weekly review so a source that books well but shows badly is caught early. Revival results are reported separately from paid leads, so the team can compare the two honestly.
What does the weekly review cover?
The same measures every week, read off the client's own systems with the team lead in the room. They are what this desk is answerable for, which is why they are named here.
- Minutes from a lead arriving to the first call attempt, during staffed hours
- Leads reached by a live conversation rather than a voicemail or a text
- Qualified appointments set, split between paid leads and database revival
- Appointments held as a share of appointments set, read by source
Measures, not claims. AssistBPO publishes a before and after value only once the owner has checked it against the client's own export, and this page shows the work instead.
How is this study verified?
The routing, the two scripts and the revival cadence above are the ones this desk runs on, agreed with the team leader before the first call. No figure appears on this page, because AssistBPO publishes a number only once the owner has checked it against the team's own CRM reports. Real client, anonymized at their request. Never marked up as a review or rating. See how we count.
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