What training do your ISAs go through before they touch my leads?

// The answer

This is one of my favorite questions, because training to us is pivotal. In fact, it's the key to everything we do. It's the one thing that separates us from all of the other call centers that are out there. Every ISA has a very structured training. The average inside sales rep goes through 30 days of training before we actually launch them to go live on the phone. Generally what we'll do with our ISAs is go through mindset training. We go through how to handle rejection. We go through how to stay motivated even during challenging times. We go through the ins and outs of teaching them about mortgage, teaching them about insurance, teaching them about real estate. They're going to know the ins and outs of the niche and the industry that they're calling in. What we've created is a paint by number system. For about 3 weeks' time, they're going to go through a rigorous training. They're going to watch videos, they're going to role play, they're going to do call listening, and they're going to consistently and constantly get better. Then for the very last week, they're going to have about four to five days where they listen to a seasoned ISA. They stay on the call with them. Basically they do a Zoom screen share. They'll watch the screen, watch how they disposition the notes, watch what they do, and they also get the opportunity to make some calls during that time with another inside sales rep watching them. Our guys go through a full month of training before they even get on the phone. Best of all, we give them coursework. We're constantly and consistently coaching them up, training them, making sure that they are the very best they can be, so that they can turn your leads into red-hot appointments today.