Call crushers, phone animals, “seekers and cultivators,” the Inside Sales Agent (ISA) has many nicknames.

What is an ISA?

The ISA is a highly skilled salesperson who is both comfortable and productive spending 80-90% of their time on the phone. All incoming leads are assigned to this person for immediate follow-up and scrubbing. ISAs are generally responsible for:

• prospecting for new leads
• servicing inbound leads from sign calls and other internet sources
• converting leads to appointments for a team’s sales agents

Worth noting: Some team models break the ISA role into Outbound ISAs and Inbound ISAs as their team grows. The thinking is that certain personality types are better suited to each role (i.e. Outbound ISAs should be more driven to make cold calls, and Inbound ISAs should be more customer-service-oriented and skilled at building relationships.)

• Outbound ISAs generate new leads by prospecting for FSBOs, expired listings, just listed/sold, COI, past clients, geographic farms, etc.
• Inbound ISAs respond to incoming leads from internet sources and sign calls and nurture them into qualified appointments.