The work behind better conversations
Real estate ISA and lead follow-up glossary
Clear definitions for the work between a real estate lead entering your CRM and a useful conversation reaching your agent.
Use these working definitions to align your team’s workflow and reporting. A provider may use a term differently; agree on the definition before comparing results.
- Inside sales agent (ISA)
A person who follows up with leads, learns about the consumer’s needs and helps arrange the next conversation with a real estate agent. The role’s scope and qualification criteria should be defined by the team using it.
See the term in a practical workflow ↗- Speed to lead
The elapsed time between a defined lead-entry event and a specified response. State whether the response is a sent acknowledgment, an attempted call or a two-way conversation before comparing response times.
See the term in a practical workflow ↗- Live transfer
An introduction that connects a consumer already on a call with an available agent. The consumer’s agreement, the context passed to the agent and the completed connection are distinct from simply ringing a destination.
See the term in a practical workflow ↗- Ring group
A routing arrangement that tries to reach one of several people. It can support a live transfer, but a group ringing does not establish that a receiving agent answered or that the consumer was connected.
See the term in a practical workflow ↗- Lead qualification
Learning whether a consumer’s situation and desired next step fit the team’s agreed criteria for agent attention. A useful qualification process records what the person said and avoids turning uncertainty into an assumed commitment.
See the term in a practical workflow ↗- Disposition
A recorded classification of an interaction’s result, such as no answer, later follow-up or an accepted introduction. Its meaning should be explicit and supported by the conversation note and the next action.
See the term in a practical workflow ↗- Database reactivation
Renewed follow-up with selected people already in a CRM whose needs or timing may have changed. Selection should consider the original context, ownership, prior activity and contact preferences, rather than treating every old record as a new inquiry.
See the term in a practical workflow ↗- Gold Rush database mining
Rokrbox’s name for its work with older database leads to identify people who may want a new real estate conversation. It is a service approach, not a guarantee that every record will produce an opportunity.
See the term in a practical workflow ↗- Lead nurture
Follow-up over time that reflects the consumer’s situation and an appropriate next step. A useful nurture record explains the reason for the next contact, who owns it and any preference the person expressed.
See the term in a practical workflow ↗- C.A.R.E.
Rokrbox’s conversation framework: Contact, Ask Questions, Recommend and Encourage. It gives a caller a structure for introducing the reason for outreach, learning what matters and agreeing on a useful next action.
See the term in a practical workflow ↗- Agent handoff
The transfer of responsibility and context from the calling workflow to the receiving agent. It may happen through a live conversation or an agreed later action; the owner and outcome should be recorded clearly.
See the term in a practical workflow ↗- Qualified conversation
A two-way conversation that meets the team’s defined criteria for a useful next step. The criteria and denominator must be stated when reporting a rate. A positive label alone does not establish a later sales outcome.
See the term in a practical workflow ↗- Customer relationship management (CRM)
The system a team uses to organize contacts, activity and next actions. A CRM can preserve the context of a lead conversation, but somebody still needs to own the follow-up work and update the result.
See the term in a practical workflow ↗- Outbound call attempt
An initiated call to a contact. It is an activity event and should be counted separately from reaching a person, qualifying a conversation or completing an introduction to a receiving agent.
See the term in a practical workflow ↗- Estimated pipeline value
An estimate attached to potential future business under a stated method. It is not collected revenue or proof of a closing. Read the assumptions, cohort and time period before interpreting or comparing the figure.
See the term in a practical workflow ↗
Definitions by Rokrbox. Updated . Editorial standards.