Analyzing Calls
How many calls should you be listening to, per ISA?
What is 3-5 calls, depending on how many appointments
Who is the client
What is the Agent
How often should you be sending a progress report to your client
Once a week
During the kickoff meeting, what key items must be discussed with the agent and ISA to establish expectations and processes?
CRM
Dialer
Lead types
Agent expectations
Calling area
Request a walkthrough of the CRM
Request agent value proposition (sent to ISA & coach)
Company details
Confirm shift
Explain collaboration process and schedule follow-up meeting
Confirm WhatsApp use for group chat creation
Set time for weekly recap meetings (progress and training)
What to do if an ISA no-call no-shows
Try to get ahold of the ISA and report it to CC and the agent. Also fill out the missed time form
Which calls should you be listening to?
All appointments, some nurtures and random calls
Who should we focus on with retention
The agent
How often should you update GHL
Every time you meet with the ISA or Client. At least once a week
According to the first four weeks schedule, how does the meeting frequency differ between experienced ISAs and less experienced ISAs in Weeks 1 and 2?
Experienced ISAs:
Week 1: Meet every other day
Week 2: Meet 3 times a week
Less Experienced ISAs:
Week 1: Meet daily
Week 2: Meet every other day
What are red flags to watch out for with ISA?
Lack of punctuality
Inability to apply feedback
ISA is not managing their time appropriately
Bad attitude
How many objections should the ISA rebut before moving on
3 no's
At least once a week to start then bi-weekly
How often should you have a scheduled time with your ISA
2-3 times a week for the first month, then 1 time a week afterwards
As an ISA Coach, what are the six key areas you must monitor to ensure ISAs stay productive and accountable?
ISA dialing time
ISA dials & contacts
Screenshot monitor
Log in & log out time
Filling out ISA tracker
Review appointment calls
What steps should a coach take when red flags arise
Speak with your CC, report the issues you see to your agent, and have proof and accountability of the steps you take
How often should you analyze calls with the ISA?
What is once a week
What should we ask of the client?
Their time and communication
How often should you be checking SSM
Everyday
When training an ISA, what are the main methods you should use to help them master scripts and improve call performance?
Provide a proven script to start with
Ensure they memorize it but don’t sound robotic
Teach them the “why” behind each question
Practice different scenarios through role-playing
Train objection handling daily
Listen to real calls together and give clear feedback (1–2 improvement points)
Acknowledge the requests, let them know that frequent changes can cause mixed results with the ISA. Suggest sticking to a script/worflow for a time before changing. Loop in your CC to manage the changes and make sure things are aligned
What are the 5 things to review when listening to a call?
1 Listen to full call, Check script, Look at lead response, Measure outcome, Provide feedback
What should the clients ask of you
Accountability and making sure it falls within the expectations of the coach's bible
What is the minimum weekly activity percentage required for an ISA
What is 35 Percent
What expectations must you clearly establish with both the ISA and the agent regarding daily activities
As a coach, you must set clear expectations that ISAs meet daily activity goals (calls, conversations, appointments), keep activity above 30%, avoid more than 10–15 minutes of dead time, update the ISA Tracker accurately, and stay engaged on the dialer with screenshots confirming active work. Meeting frequency depends on experience: experienced ISAs gradually move from every-other-day check-ins to weekly sessions, while less experienced ISAs start with daily meetings and taper down by week four. If standards aren’t met, pay is reduced for dead time, a warning is issued, and repeated inactivity can lead to termination. Coaches are also expected to maintain close communication, give feedback, and ensure both the agent and ISA stay aligned to achieve results.
What should you respond when and agent asks what CRM or dialer is best
it depends on the project and the type of leads they want to call. If they are looking for a power dialer, multi line dialer or a VOIP base line, do they want a fully intigrated dialer and CRM or do they just need a dialer. Send a few recomendations and let them choose