What an ISA’s day actually depends on
An inside sales agent on a real estate team is measured on two things: how fast a new inquiry gets a real conversation, and whether the licensed agent who inherits that conversation walks into the next call prepared. Everything else, including dials per hour, is a means to those two ends.
Most ISA setups fail on the second one. The ISA has a good four-minute call, types “buyer, cape sw, cash, call back 5” into a notes field, and moves on. At 4:55 PM the agent reads that line and calls a person they know nothing about. The buyer repeats themselves, and the warmth the ISA built is gone.
DialBreeze is built around that handoff. The ISA runs the conversation. The agent reads what the buyer actually said, and can play the part of the recording that matters.
Speed to lead without burning the list
Web and portal inquiries decay fast. The practical job in the morning is to get through the overnight inquiries before a competitor does, without calling anyone outside their local calling window.
- Quiet hours are per lead, not per office. A lead in Seattle is held until it is a reasonable hour in Seattle, even when your ISA starts at 8:30 in Florida.
- Three lines per ISA means voicemails and no-answers stop eating the block. The ISA spends more of the hour talking and less of it listening to rings.
- Voicemail drop leaves your team’s recording. On Breeze and Jetstream the dialer waits for the beep before it plays the recording automatically, where enabled on your workspace. A prerecorded message has its own permission rules; get your broker’s sign-off on when it is used.
- Attempt caps stop a single lead from being called six times in a week because it kept landing in different lists.
What the handoff looks like on a real call
We publish one real recorded call from production use, redacted: a 4 minute 50 second outbound call on 2026-09-25 to a person who had viewed a home on the website. The ISA qualified the buyer and booked a 5 PM agent callback.
- Intent: buyer. Geography: waterfront southwest, open from Naples to Tampa.
- Criteria: water-access single-family, 3+ bed, 2+ bath, 3-car garage, about 2,000 sq ft, existing or new.
- Objections: “just looking, no defined timeline”; will not sign a buyer’s agency agreement.
- Next step: callback at 5 PM the same day; send matching listings to the email on file.
We left them in.
The buyer agreement conversation
Since August 17, 2024, agents working with buyers through an MLS that follows the NAR settlement practice changes need a written agreement with the buyer before touring a home. That has made “I won’t sign anything yet” one of the most common objections an ISA hears on a buyer call, and it appears in the published example.
The ISA does not need to resolve that objection. They need to capture it, so the agent can prepare an honest explanation of what the agreement covers before the showing. Read NAR’s consumer guide to written buyer agreements for the source.
Keep the ISA inside the lines
Unlicensed ISAs are common, and what they may discuss is set by your state’s license law and your broker, not by your dialer. A safe default is that the ISA qualifies (timeline, area, criteria, financing status, current representation) and schedules, and leaves price opinions, contract terms and negotiation to the licensed agent.
The recording helps here too. A team lead can listen to a sample of ISA calls each week and check that the conversations stay in scope, without sitting next to the ISA all day.
Dispositions that mean something to the agent
A disposition is only useful if the agent and the ISA read it the same way. Start with a short set and write down what each one means:
- Appointment set: a time is agreed with a named agent, and a task exists for it.
- Agent callback: the lead wants to talk to an agent, but no fixed appointment yet.
- Nurture 90 days: a real person with a real plan that is more than a season away.
- Already has an agent: stop calling about representation; note it and move on.
- Do not call: the person asked not to be called. It goes on the internal DNC list and leaves every queue.
Resist the urge to add fifteen more.
Coaching from recordings instead of ride-alongs
ISA coaching usually means a manager listening live or reading call notes at the end of the week. Treat it as a way to find the calls worth listening to.
What you need before the first session
- Prepaid calling credit: DialBreeze provides the calling and the numbers, at $0.75 per dialing hour.
- A list your team is entitled to call, scrubbed against the National Do Not Call Registry where that applies, and your internal DNC list.
- A recording disclosure your broker approves, especially if you call into all-party consent states such as Florida.
- A headset and a browser with microphone access for each ISA.