What your renters and residents are trying to tell you—if you’re listening…
In spite of our digital world, the phone is still the front door for many apartment communities. Leasing calls, resident concerns, tour requests, maintenance complaints—they all come through loud and clear. But until recently, what happened during those conversations was largely invisible to operators unless they hired (expensive) secret shoppers or manually reviewed recordings of every call after the fact.
That’s a problem. Because the phone isn’t just a transactional tool—it’s often the moment that shapes a renter’s first impression, or salvages a resident relationship. And yet, most companies have no way of knowing what’s said, how it’s said, or how consistently their teams show up.
That’s why call AI-powered call analysis is finally having its moment. And it’s why Insights—an AI-powered scoring and coaching tool—has quietly become one of the most impactful (and underrated) tools in property management. It listens to every incoming call and surfaces the stuff that matters: how your teams are performing, where your operations are breaking down, and what your renters are really saying.
Still, despite its simplicity and value, we’ve heard a few myths from skeptics. Because while Insights may seem tailor-made for tech-savvy teams or data-driven execs, it’s actually for:
- Property managers tired of guessing what’s happening on the phones
- Anyone who wants to stop paying for secret or mystery shops
- Individuals tasked with manually reviewing calls
- Regional managers who want to coach without playing bad cop
- Operators who want to stop reacting and start proactively fixing
- Learning + development leaders focused on driving real improvement
- Marketers who want the real voice of the customer—no surveys required
- Onsite teams who want to improve and grow in their careers
If you still think it’s not for you, let’s set the record straight.
Myth #1: “We already do secret shops—that’s enough.”
Reality: Secret shops are a scripted snapshot. Insights is the full film.
Let’s be honest: secret shops aren’t fooling anyone. The interaction is staged, the questions are robotic, and half the time your team knows it’s a setup—because the “renter” asks things no real person would. So what happens? The agent plays along. They hit the checklist. They say the right lines. But none of it reflects how they actually handle real calls with real people.
That’s the problem. Secret shops give you one manufactured moment, maybe once a quarter, at $150–300 a pop. Insights scores every real call, every day—prospect or resident—using AI trained on millions of conversations. It’s honest, ongoing performance data. No pretending. No scripts. No grading someone’s professionalism on a single, coached interaction.
Myth #2: “Our agents won’t trust the scores.”
Actually, they do—because it’s not coming from their boss. It’s quoted directly from the convo.
When feedback comes from a manager, it can feel personal. When it comes from AI, it feels objective. That’s why teams actually trust Insights. Every score is backed by clear criteria, real call data, and built-in tooltips that show exactly why someone did—or didn’t—get credit. Agents can even challenge scores, and when they do, that feedback helps make the model smarter. No bias. No politics. Just consistent, fair feedback that teams accept and act on.
Myth #3: “This seems hard to roll out.”
Reality: It’s not. No setup. No training. Just turn it on.
Insights AI call scoring is remarkably powerful in impact, but lightweight in setup. No custom integrations needed. Want to score for military housing? Affordable? Student? You can tailor scorecards by asset type. You’re up and running in minutes, not months.
Myth #4: “We don’t need another dashboard.”
We agree, you don’t. Something you do need: visibility.
Insights isn’t about more data—it’s about better data. Yes, there’s a dashboard. But more importantly, there’s visibility: into who’s answering calls (and who’s not), which agents are thriving, and what your residents are really saying. It surfaces operational issues you’d otherwise miss—like why your gym’s key fob isn’t working, or how often people call confused about rent payment instructions.
See what your phones are hiding
In a world where renters expect more—and where every missed call could be a missed lease—Insights AI call scoring gives you what you need most: the full picture.