Callsource News & Updates

CallSource® Division Acquired by Multifamily Technology Pioneer

Tue, 31 Jan 2012 08:33:23 -0800

Company relocation to Arizona will include the creation of 40 jobs

SCOTTSDALE, Ariz. (February 3, 2012) – Multifamily technology entrepreneur, Mike Mueller, has acquired CallSource Inc.’s multifamily vertical and plans to relocate the company’s operations to Scottsdale.

Terms of the deal, which closed Tuesday, were not disclosed. Mueller said the acquisition positions CallSource Multifamily for its next phase of innovation and growth which includes the subsequent move to Scottsdale and the creation of 40 local jobs.

Westlake Village, Calif.-based CallSource Multifamily provides key strategic services to enhance an apartment community’s ability to track marketing spend, increase lead conversion rates and improve employee performance. Its unique services allow(s) apartment owners to direct their marketing and employee dollars for maximum return. Powering these services is a technology platform that tracks more than 11 million calls and monitors those calls for optimal leasing opportunities and prospects.

“CallSource Multifamily has a great reputation within the industry and we know that clients will be delighted by the seamless transition as well as the additional innovative offerings that will be rolled out in the future,” said Mueller, who has a long and distinguished career in the multifamily industry. Mueller was one of the first people to visualize how the Internet could change the way owners and managers market apartments and recently sold, VaultWare™, the industry’s first online apartment reservation system, to MRI Software.

“The CallSource Multifamily business aligns perfectly to my history of innovating consumer-centric marketing and leasing solutions,” added Mueller, who will serve as president and CEO of the company.

Jerry Feldman, Chief Executive Officer of CallSource, commented, “CallSource has been serving the multifamily industry for 21 years. And I have known Mike for 15 of those years. I am excited to have him and our multifamily team take our products and services to the next level.”

Joining Mueller will be Mark Sadosky, chief sales and marketing officer; Len Ksobiech, chief financial and operating officer; Doug Chasick, chief learning officer, as well an experienced team of CallSource Multifamily management and personnel.

MEDIA CONTACT

The Lavidge Company

480.998.2600

Greg Sexton ext. 555

gsexton@lavidge.com

CallSource Launches New Online University for National Apartment Association (NAA), and All Affiliated Apartment Associations

Wed, 09 Mar 2011 07:46:33 -0800

CallSource Launches New Online University for National Apartment Association (NAA), and All Affiliated Apartment Associations

Westlake Village, CA March 1, 2011 - After more than a year and a half of development and field testing with the NAA and eighteen affiliated associations, CallSource today released a learning management system (LMS) known as The Online University. CallSource will host The Online University for the National Apartment Association Education Institute (NAAEI), the NAA, and all affiliated associations.

Designed by CallSource, The Online University delivers outstanding e-learning content to multifamily housing professionals employed by members of the 170 apartment associations affiliated with the NAA. The University offers skill and compliance training developed by CallSource and the National Apartment Association Education Institute - and can also play SCORM-compliant content from the affiliated associations, or any other source.

The Online University will enhance the ability of the NAA and affiliated associations to efficiently educate the employees of the management companies and owners that comprise their membership - and to track their course completions, designations, and certifications within the industry. At the same time, the Online University’s e-commerce feature will help the associations enhance training revenues.

In addition to the 18 associations involved in the beta test, another 47 apartment associations are already in the process of launching the Online University for their members. While all associations affiliated with the NAA are strongly encouraged to subscribe, only associations affiliated with the NAA may utilize the Online University. Interested associations can contract directly with CallSource.

About the National Apartment Association Education Institute The National Apartment Association Education Institute is the education arm of the National Apartment Association. The mission of the NAAEI is to provide broad-based education, training and recruitment programs that attract, nurture and retain high-quality professionals and develop tomorrow's apartment industry leaders.

CallSource Receives Multiple Industry Awards Including “Associate Company of the Year”

Mon, 21 Nov 2011 15:44:06 -0800

CallSource®, the leader in performance management and employee training, business analytics and marketing solutions has been recognized as the Associate Company of the Year at Southeast Florida Apartment Association’s annual “Circle of Excellence Awards” event. The Association also named CallSource multifamily representative, Sherrie Franklin, both the Volunteer of the Year and Associate Executive of the Year.

“During the evening I had the opportunity to speak with executives from SEFAA, Greystar, Cornerstone, ZRS, and many other property management companies,” said Mark Sadosky, president multifamily at CallSource. “Each of them expressed their appreciation for everything that Sherrie and CallSource have done to further education and employee performance initiatives throughout SEFAA’s membership. What an absolute privilege it is to have someone like Sherrie represent our company.”

The South East Florida Apartment Association (SEFAA) is a non-profit trade association representing developers, owners, managers and suppliers of apartment communities throughout South Florida, including Palm Beach, Broward, Dade and Monroe Counties. The association provides the apartment with quality education, career advancement, legislative support, timely information, professional networking, volunteer leadership development and participation in the state and national associations.

In addition, the Apartment Association of Metro Denver recognized CallSource’s Lena LeVasseur as their Person of the Month for September. Lena, CallSource’s Director of Client Training Services, serves on the Education Advisory Council bringing CallSource’s online classes to the association’s members.

“Lena is another excellent example of the commitment our team has made to improving the performance of the industry,” stated Sadosky.

CallSource Delivers Custom LMS to NAAEI and NAA Affiliated Associations

Thu, 09 Dec 2010 12:47:38 -0800

Westlake Village, Calif. - December 1, 2010 - CallSource(®), celebrating its 20th year as the industry leader in call tracking and recording, performance analytics, sales and management training - today announced that they have entered into an exclusive partnership with the National Apartment Association Education Institute (NAAEI) to deliver a custom Learning Management System (LMS) known as the "NAAEI Online University," to be utilized by the National Apartment Association and its affiliated state and local associations and their members (apartment owners and management companies) throughout the United States.

"The National Apartment Association Education Institute sought to improve communications with and provide additional value to its affiliated, local and state apartment associations around the country. After reviewing proposals from various educational and technology companies, the NAAEI selected CallSource to design a custom learning management platform for the NAAEI and its state and local apartment associations," said Maureen Lambe,CAE, NAAEI Executive Vice President.

CallSource and the NAAEI are committed to improving the training experience for the members of all NAAaffiliates. The LMS makes online education accessible 24/7/365. It can deliver course and seminar content from CallSource, the NAAEI, and any of the affiliated apartment associations.

Online learning significantly reduces the cost of education without reducing effectiveness and increases accessibility for members who find it difficult to attend in-person training. This highly-affordable system provides an easy-to-use, graphical interface that delivers eLearning content from numerous sources. It will give local and state apartment associations an option to license or otherwise share content with one another. The LMS can register and track classroom training, in addition to eLearning.

"And because our solution establishes a baseline and then continuously measures employee performance, managers can finally know exactly how effective their training has been and can quickly reinforce where it's needed most. This is an invaluable management tool," states Elliot Leiboff, CallSource's Chief Strategy Officer.

The NAAEI's Online University is an easy-to-use, SCORM-compliant Learning Management System that is accessible from and branded to match affiliates' websites and is tailored to fit all requirements for training and education.

About the National Apartment Association Education Institute
The National Apartment Association Education Institute is the education arm of the National Apartment Association. The mission of the NAAEI is to provide broad-based education, training and recruitment programs that attract, nurture and retain high-quality professionals and develop tomorrow's apartment industry leaders.

Second Quarter, 2010 Multifamily Industry Report Card Now Available at CallSource®

Wed, 01 Sep 2010 09:40:23 -0700

Second Quarter, 2010 Multifamily Industry Report Card Now Available at CallSource®

Westlake Village, Calif. - August 13^th, 2010 - CallSource®, the leader in call tracking and recording, performance analytics, sales and management training, today announced the availability of its Q2, 2010 Telephone Performance Analysis (TPA) Industry Report Card.

Published quarterly, the Industry Report Card is designed to provide an objective report on how effectively leasing professionals across the industry are answering telephone leads. The findings in the current issue are based on the review of 81,800 calls spanning 1,436 communities nationwide. Each call is reviewed using a survey of best practices created by industry professionals with a combined total of more than 150 years experience in successful ownership, management, and operation of apartment communities.

Among the survey findings:

Only 36% of reviewed calls from qualified apartment seekers were converted to appointments.
2,623 appointment-setting opportunities were missed.
656 fewer leases were written as a result.
Total lease revenue lost by these communities: $7,742*

*Total lost revenue based on industry averages.

"This report reflects the ongoing trend of revenue losses that continue to impact the multifamily industry," states Jerry Feldman, CallSource CEO. "This erosion in revenues is directly connected to an industry-wide problem among leasing professionals - the lack of the skills necessary to set a higher percentage of appointments and close a higher percentage of leases."

CallSource's Industry Report Card (IRC) is published quarterly and available free of charge. For a complete copy of the Q2, 2010 IRC, or for past issues, contact a CallSource advisor at (800) 500-4433 or, visit http://www.callsource.com/research-reports/.

CallSource Unveils Online University for the National Apartment Association and 180 Affiliated Apartment Associations from Across the United States

Wed, 01 Sep 2010 09:37:16 -0700

Westlake Village, Calif. - July 8^th, 2010 - Selected by the National Apartment Association's Education Institute (NAAEI) to design and develop a Learning Management System for The NAA and its Affiliates, CallSource® gave expo visitors a chance to view the new system this June in New Orleans.

Attendees of the NAA's Annual Conference and Expo were pleased to learn that the new, Online University will allow Apartment Associations to offer online education to their members 24/7/365. It delivers advanced eLearning courses and tracks Association certifications and designations, even when learners move from association to association or company to company.

The CallSource booth also showcased Results^sm, a unique system that integrates marketing, sales, training, and business analytics. Attendees learned about CallSource services, including:

Maintenance Suite^sm - A system that tracks internal maintenance calls from the initial request from the resident to the follow-up response from the maintenance team. Managers can replay each interaction to ensure that their maintenance team is following call-handling protocols for response time and manner of repair.

Owner's Analytics^sm - Community, portfolio and regional data are reviewed by expert analysts and compared to the other operators in the same markets. The CallSource Effort Matrix^sm identifies internal and external factors that impact results, helping fee managers demonstrate to owners why moving assets to another management company might not serve their interests.

Our University ® is a corporate learning management system already in use by over 50,000 multifamily housing professionals. The system delivers CallSource's industry-leading eLearning classes, as well as any other SCORM-compliant courses. Our University also tracks other forms of learning, including classroom and ad-hoc training and links to company payroll systems to automatically update training requirements whenever an employee changes title.

First Quarter, 2010 Multifamily Industry Report Card Now Available at CallSource®

Tue, 01 Jun 2010 12:25:32 -0700

Westlake Village, Calif. - May 19th, 2010 - CallSource®, the leader in call tracking and recording, performance analytics, sales and management training, today announced the availability of its Q1, 2010 Telephone Performance Analysis (TPA) Industry Report Card.

Published quarterly, the Industry Report Card is designed to provide an objective report on how effectively leasing professionals across the industry are answering telephone leads. The findings in the current issue are based on the review of 133,327 calls for more than 1,573 communities nationwide. Each call is reviewed using a survey of best practices created by industry professionals with a combined total of more than 150 years experience in successful ownership, management, and operation of apartment communities.

Among the survey findings:

Only 37% of reviewed calls from qualified apartment seekers were converted to appointments.
2,127 appointment-setting opportunities were missed.
532 fewer leases were written as a result.
Total lease revenue lost by these communities: $6,278,904*

*Total lost revenue based on industry averages.

CallSource's Industry Report Card (IRC) is published quarterly and available free of charge. For a complete copy of the Q1, 2010 IRC, or for past issues, contact a CallSource advisor at (800) 500-4433 or, visit http://www.callsource.com/research-reports/.

CallSource® President, Mark Powers, to Speak at National Apartment Association Education Conference & Expo

Wed, 21 Apr 2010 15:14:17 -0700

Westlake Village, Calif. - April 22^nd, 2010 - CallSource® President, Mark Powers, is slated to be among the expert speakers at the 2010 National Apartment Association Education Conference & Expo on Thursday, June 24^th, at the Hilton New Orleans Riverside & Morial Convention Center.

In a session titled "Building Your Dynamic Culture, Developing Talent and Retaining both Employees and Residents," Powers will provide an in-depth look into how performance analytics and training can be used in tandem to cultivate and nurture motivated, engaged and results oriented employees.

The session will explore why adopting the proper training model promotes the development of a dynamic corporate culture that retains talent, reduces turnover and provides a foundation for success. The key elements and benefits of successful training to be identified include:

How to improve lead conversion without outsourcing your appointment setting
How a well-motivated workforce provides better service for your residents
How to apply appropriate training methods to meet your business goals
How a happy culture retains both your employees and your residents
Creating and enjoying the benefits of a metrics-driven culture

Powers will also offer managers insight into how an individualized, targeted approach to training and education can ensure that their employees become, and remain, their most valuable assets.

About the National Apartment Association Education Conference

The National Apartment Association Education Conference brings together more than 5,000 multifamily housing professionals for three days of professional development and training. The event boasts world-class general session speakers, education sessions, and suppliers demonstrating their latest products and services.

National Apartment Association Education Institute (NAAEI) Selects CallSource to Deliver a Custom Learning Management System for Its Affiliated State and Local Apartment Associations and their Members

Wed, 03 Feb 2010 19:24:36 -0800

Westlake Village, Calif. - February 1, 2010 - CallSource®, celebrating its 20th year as the leader in call tracking and recording, performance analytics, leasing and management training - today announced the expansion of beta testing of the Learning Management System (LMS) it is developing for the National Apartment Association Education Institute (NAAEI).

"The NAAEI seeks to improve communication with and provide additional value to its local and state apartment associations around the country. After reviewing proposals from various education and technology companies, the NAAEI selected CallSource to design a customized learning management platform and to help develop content for the benefit of all our affiliates and their members," said Maureen Lambe, CAE, NAAEI Executive Vice President.

CallSource and the NAAEI are committed to improving the training experience for NAA affiliates. The LMS makes online education accessible 24/7/365. It can deliver course and seminar content from the NAAEI, CallSource, and individual affiliates. In addition, each individual's certification, designation, and training history will now remain visible to NAAEI, even when they move from region to region or company to company.

Online learning significantly reduces the cost of educating employees and increases accessibility for members who find it difficult to attend in-person training. "This highly-affordable system will provide an easy-to-use, graphical interface to deliver eLearning content from numerous sources. It will give local and state apartment associations an option to license or otherwise share content with one another. The LMS can register and track classroom training, as well as eLearning," Lambe adds.

The beta test is underway with the participation of several state and local associations. The new phase will add at least ten more affiliates. Beta participation allows the affiliates full access to the eLearning platform. Their feedback will play an integral role in the perfection of the dynamic, state-of-the-art, educational platform.

If you would like to learn more or become a part of the beta test, please contact Bridget Garra of the NAAEI at bridget@naahq.org.

About the National Apartment Association Education Institute

The National Apartment Association Education Institute (NAAEI) is the education arm of the National

Apartment Association. The mission of the NAAEI is to provide broad-based education, training and recruitment programs that attract, nurture and retain high-quality professionals and develop

tomorrow's apartment industry leaders.

CallSource To Release Maintenance Suite

Mon, 17 Aug 2009 10:22:02 -0700

Westlake Village, Calif. - August 8, 2009 - CallSource^®, the industry leader in call tracking, performance evaluation, and training, today announced the impending release of its Maintenance Suite^SMfor the Multifamily Housing Industry.

Maintenance Suite serves as a direct communications link between residents and property maintenance staff by providing a call escalation process for maintenance requests.
Maintenance Suite:

Ensures that maintenance requests are followed-up in a timely manner and that true emergencies are addressed as quickly as possible.
Ensures accuracy and accountability for both residents and maintenance staff
Provides management with accurate information about requests and follow-up actions
Facilitates staffing and training decisions
Tracks and records all maintenance calls - whether emergency or non-emergency

"If the maintenance technician isn't available, the call is escalated to the next available technician or manager," states Jerry Feldman, CallSource CEO. "In case of a real emergency, this system will get someone on the phone - the maintenance request will not go unanswered."

Elliot Leiboff, CallSource Chief Strategy Officer, notes, "When a call is returned, it is also recorded, so management can listen to the interactions, measure maintenance responsiveness and evaluate the quality of follow-up actions. Maintenance Suite is an invaluable management tool that takes accountability and responsiveness to another level."

CallSource to showcase products at 2009 NAA Education Conference & Expo

Wed, 03 Jun 2009 01:07:41 -0700

Westlake Village, Calif. - June 1, 2009 - CallSource, the industry leader in call tracking, performance evaluation and training, will showcase a number of cutting edge products and initiatives at this year's National Apartment Association's 2009 Education Conference & Expo, held June 25-27, at the Mandalay Bay Resort & Casino in Las Vegas, Nev. The annual event serves as an important forum for industry leaders to learn about the latest trends and tools in the industry. As such, CallSource will conduct educational forums and discussions on its latest products to help multifamily owners and operators optimize property NOI at its booth, #1839.

Among those products are Level 4SM training, as well as its ResultsSM platform. Both are cutting edge products available only through CallSource, and guaranteed to deliver discernible results to a property's NOI. Dr. Ann Kwinn, will be on hand for presentations, as well as a number of other notable speakers. Check the booth for a complete posting of speakers and times.

Also at the booth, CallSource will host members of our Armed Forces as part of its Pride America initiative, a non-profit organization that helps train and place military personnel into the private sector.

Elliot Leiboff, CallSource Chief Strategy Officer, states, "Today, the apartment industry must leverage their current resources more effectively than ever. It's crucial to ensure they're getting real value from their marketing efforts. Our set of products has been optimized to deliver maximum ROI, provide more performance for less training time and expense and ensure more accountability for less management time and effort."

First quarter, 2009 Multifamily Industry

Tue, 02 Jun 2009 16:58:17 -0700

CallSource, the industry leader in call tracking, performance evaluation, and training, today announced the availability of its Q1, 2009 Telephone Performance Analysis (TPA) Industry Report Card.

The Telephone Performance Analysis Industry Report Card, published quarterly, is designed to provide an objective report of how effectively leasing professionals are answering telephone leads. The findings in the current Report Card are based on a review of 74,043 calls for more than 1,179 communities nationwide. Each call is reviewed using a survey created by industry professionals with a combined total of more than 150 years experience in the successful ownership, management and

leasing of multifamily properties.

Among the survey findings:

Only 31% of calls from qualified apartment seekers were converted to appointments.
3,501 appointment-setting opportunities were missed.
1,225 fewer leases were written as a result.
Total lease revenue lost by these communities: $ 14,469,759*

*Total lost revenue based on Industry averages

"The report reflects the ongoing trend of revenue losses that has impacted the multifamily industry throughout last year, and continues throughout this first quarter," states Jerry Feldman, president of CallSource."Once again, this erosion in revenues is connected to an industry-wide problem rampant among leasing professionals - the lack of the skills necessary to close a higher percentage of sales and deliver an acceptable return on investment."

"It's incumbent on leasing professionals to increase their effectiveness as sales agents by first correct training deficiencies. That is what will determine who stays on top of this competitive market."

CallSource has been tracking and evaluating industry statistics for nearly 15 years. The Industry Report Card (IRC) is now published quarterly and available free of charge. For a copy of the Q1, 2009 IRC or past issues of the Industry Report Card, please call CallSource at 888-668-0766 or email marketing@callsource.com.

About CallSource

CallSource delivers ResultsSM, the first and only integrated marketing, sales, training and management system designed to track, measure, train and manage your team. CallSource offers the industry's best and most extensive eLearning courses, including self-paced and instructor-led. We have trained tens of thousands of multifamily professionals since 1994. With redundant, carrier-class networks in Burbank and Chicago, CallSource tracks over 500,000 ads for over 10,000 companies across the U.S. and Canada.

CallSource also offers expert statistical and performance analysis services to help clients improve marketing and call-handling effectiveness, and tools and education to convert more callers into customers. Since 1994, CallSource has provided innovative solutions and services that improveorganizational performance across marketing, operations, sales, training and customer service.

Media contact:

Elliot Leiboff

CallSource

Chief Strategy Officer

888-668-0766

marketing@callsource.com

CallSource Level 4 Training – Pathway To Results

Sat, 09 May 2009 02:23:16 -0700

Westlake Village, Calif. — April 22, 2009 — CallSource, the industry leader in call tracking, performance evaluation, and sales training, today announced the achievement of Level 4 TrainingSM via its ground-breaking ResultsSM System, which incorporates Donald Kirkpatrick's Four Levels of Training Evaluation: "Reaction," "Learning," "Behavior," and "Results."

CallSource has integrated the noted training pioneer's four-level model into its seamless marketing, sales, training and management system. Kirkpatrick's model is the most widely used paradigm for evaluation of training and development and is considered the industry standard throughout the training world. Each successive level represents a more precise appraisal of the effectiveness of a training program. CallSource is unique in its ability to deliver and demonstrate Level 4 Training.

Dr. Ann Kwinn, CallSource VP of Interactive Learning, notes: "Many companies evaluate their training with Level 1 course evaluations or "smile sheets," which ask students to give their subjective opinion of a course. Others realize the importance of Level 2 evaluation, consisting of an end-of-course test to measure the acquisition of knowledge. All CallSource's courses include this type of test, plus pre-tests that serve as a knowledge baseline. What is highly unusual, if not unique, is CallSource's ability to provide behavioral measures of how employees perform on the job (Level 3) and a "Level 4" evaluation of whether or not their clients achieved their desired business results."

Developed over 15 years and based on the review of millions of calls, CallSource's system goes beyond simple lead tracking and standard, off-the-shelf training to provide marketing analytics, lead management, telephone performance analysis for Level 3 evaluation, plus individualized education and continuous feedback. Each employee has access to an individual "My Training" Web page, displaying course assignments, completion due dates, and test results. Integration with a client's existing management software automates collection of data for the Level 4 evaluation.

CallSource delivers ResultsSM, the first and only integrated marketing, sales, training and management system. CallSource offers the multifamily housing industry's best and most extensive eLearning courses. The company also provides custom course development and training for numerous other industries. CallSource has trained tens of thousands of business professionals. With redundant, carrier-class networks in Burbank and Chicago, CallSource tracks over 500,000 ads for over 10,000 companies across the U.S. and Canada.

CallSource also offers expert statistical and performance analysis services to help clients improve marketing and call-handling effectiveness, and tools and education to convert more callers into customers. Since 1994, CallSource has provided innovative solutions and services that improve organizational performance across marketing, operations, sales, training and customer service.

CallSource Sponsors Multifamily Professionals At 2009 AIM Conference

Tue, 28 Apr 2009 15:53:56 -0700

Westlake Village, Calif. - April 22,2009 - CallSource, the industry leader in call tracking, performance evaluation, and sales training, today announced the sponsorship of up to 30 individuals at The AIM Career Transitions contest, which provided laid-off multifamily professionals the opportunity to win free admission, worth $595, to The 2009 Apartment Internet Marketing (AIM) Conference.

The AIM Career Transitions contest was open to professionals recently laid off from an executive or management level position at a multifamily investment or management company.

"We care passionately about personal and professional education and growth, and we're deeply committed to reinvesting in education and professional skills," said Jerry Feldman, president of CallSource. "We are investing millions in online learning tools that promote career development and we are grateful to be able to directly serve the industry's learning needs in this recession."
The AIM Conference series, multifamily's only conference devoted to Internet marketing and online transactions, takes place April 29 - May 1, 2009 in Denver, Colorado, and is the multifamily industry's premier event for online marketing and operations.

Acknowledging that Internet marketing is a revenue driver, conference objectives focus on how to help attendees stimulate traffic and sales and give them confidence and skills to continue to add value to their organizations in this tough economic climate.

4th Quarter, 2008 Multifamily Industry Report Card Now Available

Sat, 09 May 2009 01:49:22 -0700

Westlake Village, Calif. - January 30, 2009 - CallSource, the industry leader in call tracking, performance evaluation, and training, today announced the availability of its Q4, 2008 Telephone Performance Analysis (TPA) Industry Report Card.The Telephone Performance Analysis Industry Report Card, published quarterly, is designed to provide an objective report of how effectively Leasing Professionals are answering telephone leads. The findings in the current Report Card are based on a review of 60,927 calls for more than 1,060 communities nationwide. Each call is reviewed using a survey created by industry professionals with a combined total of more than 150 years experience in the successful ownership, management and leasing of multifamily properties.

Among the survey findings:

Only 23% of calls from qualified apartment seekers were converted to appointments
19,762 appointment-setting opportunities were missed
1,994 fewer leases were written as a result
Total lease revenue lost by these communities: $ 27,545,272*

*Total lost revenue based on Industry averages

"The report demonstrates the continuing trend of revenue losses that has plagued the multifamily industry throughout 2008," states Jerry Feldman, president of CallSource. "This poor performance is linked to an industry-wide problem shared among leasing professionals - many lack the skills necessary to close a higher percentage of sales."

"To achieve real, long-lasting success in this tough, competitive environment, leasing professionals must first correct training deficiencies in order increase their effectiveness as sales agents."

CallSource has been tracking and evaluating industry statistics for nearly 15 years. The Industry Report Card (IRC) is now published quarterly and available free of charge. For a copy of the Q4, 2008 IRC or past issues of the Industry Report Card, please call CallSource at 888-668-0766 or email marketing@callsource.com.

4th Quarter, 2008 Multifamily Industry Report Card Now Available

Sat, 09 May 2009 02:22:39 -0700

Westlake Village, Calif. — January 30, 2009 — CallSource, the industry leader in call tracking, performance evaluation, and training, today announced the availability of its Q4, 2008 Telephone Performance Analysis (TPA) Industry Report Card.

The Telephone Performance Analysis Industry Report Card, published quarterly, is designed to provide an objective report of how effectively Leasing Professionals are answering telephone leads. The findings in the current Report Card are based on a review of 60,927 calls for more than 1,060 communities nationwide. Each call is reviewed using a survey created by industry professionals with a combined total of more than 150 years experience in the successful ownership, management and leasing of multifamily properties.

Among the survey findings:

Only 23% of calls from qualified apartment seekers were converted to appointments
19,762 appointment-setting opportunities were missed
1,994 fewer leases were written as a result
Total lease revenue lost by these communities: $ 27,545,272*

*Total lost revenue based on Industry averages

"To achieve real, long-lasting success in this tough, competitive environment, leasing professionals must first correct training deficiencies in order increase their effectiveness as sales agents."

CallSource has been tracking and evaluating industry statistics for nearly 15 years. The Industry Report Card (IRC) is now published quarterly and available free of charge. For a copy of the Q4, 2008 IRC or past issues of the Industry Report Card, please call CallSource at 888-668-0766 or email marketing@callsource.com.

CallSource Garners Technology Win at 2008 Tribute Awards

Sat, 09 May 2009 02:20:59 -0700

Westlake Village, Calif. — November 20, 2008 —The ResultsSM training system won first place honors for CallSource® at the Apartment Association of Metro Denver's 2008 Tribute awards, in the "Most Innovative Use of Technology" category. The awards, which recognize "the best and brightest in the industry," are given out just once every three years, according to the association.

Results is a closed-loop analysis and training system that synergizes a company's marketing, sales, management, and training. Results provides continuous performance improvement by integrating call tracking, lead scoring, lead management, telephone performance analysis, learning management, and the industry's most comprehensive educational content. Results is available in component modules or as a complete system.

"At CallSource, our mission is to train people and companies to successfully compete on a global scale. We're honored to have been chosen for following our passion," noted Jerry Feldman, CallSource CEO.

Steven D. Bell Chooses CallSource for Learning Management and Training Content

Sat, 09 May 2009 02:30:39 -0700

Westlake Village, Calif. — November 04, 2008 — Steven D. Bell & Company has subscribed their portfolio of 207 multifamily housing communities to Our University®, a custom Learning Management System and Training on Demand®, a series of professionally designed, self-paced training courses for the multifamily housing industry from CallSource®.

Steven D. Bell is a privately held real estate investment and management firm based in Greensboro, N.C. As of October 2008, their management portfolio was valued at more than $5.3 billion and included 57,600 apartments in 207 communities, 25 senior living communities, and more than 5.6 million square feet of retail and office properties in 116 cities.

Elaine Theriault, Steven D. Bell & Company Vice President of Training and Development, stated, "The CallSource education system will supplement our longstanding investment in our people, and will help our employees continue to provide the exceptional customer service our clients have come to know and expect."

"We're excited that Steven D. Bell & Company has chosen CallSource to deliver the high-quality training to help ensure their continuing prominence as an industry leader," noted Jerry Feldman, CallSource CEO.

3rd Quarter, 2008 Multifamily Industry Report Card Now Available

Sat, 09 May 2009 02:19:13 -0700

Westlake Village, Calif. - October 22, 2008 - CallSource, the industry leader in call tracking, performance evaluation, and training, today announced the availability of its Q3, 2008 Telephone Performance Analysis (TPA) Industry Report Card.

The Telephone Performance Analysis Industry Report Card, published quarterly, is designed to provide an objective report of how effectively Leasing Professionals are answering telephone leads. The findings in the current Report Card are based on a review of 55,461 calls for more than 990 communities nationwide. Each call is reviewed using a survey created by industry professionals with a combined total of more than 150 years experience in the successful ownership, management and leasing of multifamily properties.

Among the survey findings:

Only 21% of calls from qualified apartment seekers were converted to appointments.
10,862 appointment-setting opportunities were missed.
2,123 fewer leases were written as a result.
Total lease revenue lost by these communities: $29,320,390*

*Total lost revenue based on Industry averages

As evidenced by this latest report, leasing professionals continue to lack the skills necessary to prevent the ongoing loss of revenues. To maximize their success in this tough, competitive environment, it's essential for leasing professionals to correct training deficiencies in order increase their effectiveness as sales agents.

"The Industry Report Card casts the spotlight on lead-handling problems still rampant among property owners and managers throughout the multifamily industry," states Jerry Feldman, president of CallSource. "The industry must do a better job of training its leasing professionals and analyzing their performance on an ongoing basis."

CallSource has been tracking and evaluating industry statistics for nearly 15 years. The Industry Report Card (IRC) is now published quarterly and available free of charge. For a copy of the Q3, 2008 IRC or past issues of the Industry Report Card, please call CallSource at (866) 444-1137 or email marketing@callsource.com.

CallSource Launches new system

Sat, 09 May 2009 02:30:08 -0700

CallSource Launches First Multifamily System to Integrate Marketing, Sales, Training and Management

Westlake Village, Calif. — June 24, 2008 —CallSource, the leader in call tracking, performance evaluation, and training services today announced the release of ResultsSM, a system that links together a company's marketing, sales, training and management operations to drive ROI and convert more prospects into leases.

Customized to meet a company's specific needs, Results affordably scales to support the smallest or largest portfolio. Results features 6 modules: CallTrack® provides unlimited numbers and minutes to track advertising performance and record telephone interactions; LeadScoreSM identifies how many calls are actual leasing opportunities and how many are not; LeadManagerSM assures lead follow-up with automated email response and electronic guest card screen pops; Telephone Performance AnalysisSM analyzes and ranks individual call handling performance; Our UniversitySM provides a customizable, hosted Learning Management System for assigning and delivering employee training and for tracking results, and NextGen eLearning offers the industry's most comprehensive catalog of professionally designed, self-paced and instructor-led eLearning courses.

Developed over 15 years and based on the review of millions of calls, Results goes beyond simple lead tracking or standard off-the-shelf training to provide marketing analysis, lead management, and telephone performance analysis, plus targeted, individualized education and feedback. Each employee has access to an individual "My Training" Web page, displaying course assignments, completion due dates, and test results.

"The launch of Results and Our University marks the dawning of a new day in learning solutions by empowering employees to manage their own performance and opportunities," states Jerry Feldman, CEO, CallSource. "In talking with our clients, we've consistently heard that they're always searching for ways to engage their employees in the business and now, with Results, they have it! This system will definitely change the way the industry trains and develops its people."

Results seamlessly links into existing HR, CRM and property management systems, allowing senior management to automatically assign curricula based on job position and to track each employee's performance, ensuring that training requirements are met across the company.

"With Results, CallSource has delivered a system that supplies the missing link," states Israel Carunungan, Director of Property Marketing for The Bozzuto Group. "Results is the only system we've seen that brings together our marketing, sales, training and management efforts and backs up the entire process with the numbers needed for accountability."

Results will be available this July; pricing is based on portfolio size and on modules selected.

2nd Quarter, 2007 Multifamily Industry Report Card Now Available

Sat, 09 May 2009 02:16:09 -0700

Westlake Village, Calif. — August 14, 2007 —

CallSource, the industry leader in call tracking, performance evaluation, and training, today announced the availability of its Q2, 2007 Telephone Performance Analysis (TPA) Industry Report Card.

The Telephone Performance Analysis Industry Report Card is designed to provide an objective report of how effectively Leasing Professionals are answering telephone leads. The findings in the current Report Card are based on a review of 18,325 calls for over 611 communities nationwide. Each call is reviewed using a survey created by industry professionals with a combined total of more than 150 years experience in the successful ownership, management and leasing of multifamily properties.

"The Industry Report Card is an invaluable tool for property owners and managers throughout the multifamily industry," states Jerry Feldman, president of CallSource. "It brings to light the effects of inadequate training of leasing professionals."

In the most recent report card it concluded that out of 443 communities surveyed, 1172 appointment-setting opportunities were missed resulting in 410 fewer leases being written for a total of $4,349,280 loss in revenue.

"The results are often eye-opening for our multifamily customers," says Feldman. "Simple call tracking and training programs can make a huge difference in the revenue gained or lost in the multifamily industry."

CallSource has been tracking and evaluating industry statistics for over 11 years. The Industry Report Card is now published quarterly and available free of charge. For a copy of the Q2, 2007 or past issues of the Industry Report Card, please call CallSource at (866) 444-1137 or email marketing@callsource.com.

CallSource Adds Self-Paced Online Training Classes to its Distance Learning Program for Multifamily Industry

Sat, 09 May 2009 02:13:06 -0700

Exclusive provider of live, instructor-led education introduces "attend any time" training, unlimited subscription option

Westlake Village, Calif.— November 14, 2006 — CallSource, the only provider of live, instructor-led Distance Learning programs to the multifamily housing industry, announced today the addition of self-paced education options and an unlimited online training subscription program.

CallSource, which provides call-tracking solutions, education programs, and performance analysis and improvement services, has been serving clients in the multifamily industry for more than a decade. The company's Distance Learning program has set the industry benchmark for expert training by live instructors delivered online and over the phone. To respond to increasing client requests for "attend any time" options, the company has introduced a self-paced curriculum in addition to scheduled, instructor-led classes available through its Campus CallSource.

"The addition of self-paced education to our Distance Learning program enables employees to login at their convenience and learn at their own pace, while instructor-led training remains a great option for students who learn best through personal interaction," said Doug Chasick, CPM, CallSource Chief Learning Officer.

CallSource has also introduced the Multifamily industry's only "best of both worlds" education subscription program, which combines unlimited self-paced and instructor-led Distance Learning classes. Subscriptions are priced to be cost-effective for communities of any size, and are based on the total number of apartment units. "We have designed the Campus CallSource subscription program to be the most effective, convenient and affordable education program available, and a flexible complement to our clients' in-house training resources," said Chasick.

The CallSource Distance Learning curriculum is focused on helping communities increase appointments and leases, improving operations, and reducing risk related to Fair Housing compliance and other legal requirements. For both self-paced and instructor-led training options, the CallSource Learning Management System tracks and reports student attendance, and provides testing at the end of each class to certify retention of the subject matter.

About CallSource Distance Learning

CallSource Distance Learning gives employees convenient access to affordable, quality business training right from their desktops. Curriculum is designed and provided by leading Multifamily industry educators and property-management professionals. Using Campus CallSource Teletraining and web conferencing technologies, more than 20,000 students to-date have received the full benefit of continuing education without expensive travel, time away or scheduling hassles. For a listing of available classes or more information, visit www.campuscallsource.com.

CallSource Releases CallTrack Upgrade with New Extension-Routing Features, API Integration Options

Sat, 09 May 2009 02:12:13 -0700

Westlake Village, Calif. — August 24, 2006 — CallSource announced today the latest release of CallTrackSM, its hosted call-tracking and direct-response marketing analytics solution. CallTrack measures inbound call activity, automatically captures each caller's phone number, name and other information, digitally records the call, and generates cost-per-lead data and valuable performance metrics. These tools enable companies to determine how well their marketing efforts are working, improve return on advertising investment and convert more callers into customers.

This upgrade introduces new support for automated Extension Routing, the latest in a series of dynamic call-routing features recently added to CallTrack. The release also adds data-exchange enhancements that allow clients to more easily integrate call reporting and provisioning activities with their existing software applications, including customer relationship management (CRM) systems and marketing databases.

"This CallTrack upgrade gives marketers expanded options for directing and managing inbound calls, as well as maximizing the efficiency of their operations," said CallSource Chief Technology Officer Dr. Monica McArthur. "CallSource is committed to providing a flexible, easy-to-use Application Programming Interface, and this release expands our ability to easily integrate with our client's service-oriented architecture."

Route, track calls through multiple IVR menus

The CallTrack system now supports multiple levels of routing by extension, a useful feature for businesses that use automated phone menus and Interactive Voice Response (IVR) systems to route calls to an appropriate representative or department. Callers can select their interest through up to three consecutive IVR menus. Every call is then routed to the appropriate extension, tracked and recorded by the CallTrack system.

Managers can now filter and sort call information by extension when reviewing their "Call Detail" activity reports. This allows them to focus on the response to a particular offer or routing option, and to listen to recordings of calls handled at that extension.

For even greater flexibility, extension routing can be used in conjunction with other CallSource routing features such as Overflow and Time-of-Day routing (a particularly useful feature for companies that use call centers) and Geo-Routing, which allows advertisers to publish a single phone number and have each call automatically ring to a physical store or office location based on geographic criteria.

Expanded API features simplify integration

Advancing its commitment to make all CallTrack features available to its clients through an Application Programming Interface (API) standard, CallSource has added several data integration features in this release. Clients can now receive real-time notifications when each call comes in and after it is ended. This allows them to respond immediately to interested buyers and recapture missed calls. In addition, CallSource clients can now set up and change their extension routing rules and request Call Detail reports via XML.

Multifamily Communities Convert A Mere 20 Percent Of Qualified Phone Leads To An Appointment; CallSource Analysis Reveals

Sat, 09 May 2009 02:11:14 -0700

Review of actual inbound calls shows nearly $9,800 in first-year leasing revenue lost per community due to poor conversion skills

WESTLAKE VILLAGE, CA — May 4, 2006 — CallSource has released its 2005 Telephone Performance Analysis (TPA) study for the multifamily housing industry, which found that leasing professionals failed to convert 80 percent of qualified phone prospects to an appointment, resulting in a per-property loss of $9,800 and an aggregated $11 million in lease revenue across the communities sampled. Projected across the total number of communities nationwide with 50 or more units,* the total lost leasing revenue across the industry would approach $584 million.

For a twelve-month period, CallSource telephone performance analysts objectively reviewed nearly 22,000 recorded inbound phone calls for 1,159 multifamily communities to assess the call-handling performance of its leasing professionals. The CallSource analysis revealed that only 20 percent of calls from qualified apartment seekers were converted to appointments. As 3,053 callers in the sample were qualified to become residents but were not converted to an appointment, CallSource concluded that 1,068 fewer leases were written during the year (based on the national average closing ratio of 35 percent).

Specifically, the study scored the ability of agents to ask questions proven to qualify prospects, overcome objections and set a tour appointment. For example:

Leasing agents failed to ask for the prospect's name on 45 percent of calls and didn't request a phone number 72 percent of the time.
When asked for the rental cost, two-thirds of leasing agents simply answered the question without providing information about property amenities and features.
Only 28 percent of leasing professionals properly determined that a prospect was not qualified due to price, pet policy or availability.
Leasing agents asked the caller for his or her specific needs and preferences only 21 percent of the time.
Leasing professionals offered to set an appointment on only 27 percent of calls, and successfully set a specific appointment on 15 percent of calls.

"While the Telephone Performance Analysis reveals the potential loss in first-year leasing revenue, a lost resident will cost the community double or triple that amount over the life of an average lease," said Doug Chasick, CPMs, CAPs, CAS, Adv. RAM, CLP, the "Apartment Doctor" and senior vice president, CallSource Professional Services. "Although the evaluation reveals that many leasing agents have difficulty converting calls to appointments, the good news is that enrolling in training programs that emphasize successful closing techniques and phrases to overcome objections, frequent performance reviews and effective supervision will improve leasing results."

About Telephone Performance Analysis

CallSource Telephone Performance Analysis is a complete assessment of the phone skills of leasing professionals and other call-handling employees. Expert call analysts review and score clients' recorded inbound customer calls to reveal whether the leasing team is asking the specific questions proven to qualify future residents and set a firm appointment. The national leader in call review and analysis services, CallSource has developed the industry's most accurate TPA scorecard for evaluating phone skills, which has been used to review more than 92,000 calls for multifamily communities over the past three years. Unlike, phone shop, services that stage scripted calls with the goal of catching employees doing poorly, TPA scores are objectively based on their real interactions with actual customers.

New CallSource Learning Management System revitalizes training

Sat, 09 May 2009 02:01:30 -0700

LOS ANGELES, CA, October 29, 2003 - CallSource, the leading provider of performance management solutions, announced today the release of their Learning Management System for clients. The CallSource Learning Management System, designed using proprietary technology and implemented specifically to enhance the training process between CallSource and its customers, is a web-based technology that allows users to quickly locate and enroll in instructor-led TeleTraining classes, on-line virtual classes and self-paced training, as well as download class worksheets and complete class evaluation forms.

"Training and performance go hand-in-hand," explained Jerry Feldman, President and CEO of CallSource. "Our dynamic Learning Management System provides clients with an easy and web-based platform to take training courses and improve skills sets. It is E-learning, using our web site, at its best."

The Learning Management System consists of training classes in just some of the following:

Leasing essentials
Telephone essentials
Fair Housing essentials
Management Performance essentials

In addition, on-line worksheets and demos exist, and can be downloaded for:

Automotive demo
Fair Housing essentials and worksheets
Leasing essentials worksheets
Leasing performance essentials worksheets
Management performance essentials worksheets
Multifamily demo for essentials
Telephone essentials worksheets

For more information about the Learning Management System and to inquire about registering your team for training classes please call toll-free (877) 897-1819, or email jsage@callsource.com.

CallSource impacts bottom-line results

Sat, 09 May 2009 02:00:02 -0700

LOS ANGELES, CA, July 10, 2003 - CallSource, the leading provider of performance management solutions, announced today the release of their Telephone Performance Analysis program for clients. TPA, based on review of calls, coaching, analysis and training, captures a complete picture of how employees communicate with clients and sell to potential customers.

"After years of providing call tracking data, we have expanded support to our customers," explained Jerry Feldman, President and CEO of CallSource. "Today's CallSource offers training, improvement tools and coaching. Our clients know what advertisements are drawing calls, and when the calls come. But what happens during the call? In particular, how do those employees sound on the telephone-and how can they do their jobs more efficiently?"

Telephone Performance Analysis involves a blend of several consultative functions. CallSource monitors incoming calls over a pre-determined number of days. A complete analysis, executive summary and targeted training strategy are developed in order to best train your team. CallSource personnel can then work "hands-on" with your organization to improve skill sets and impact the bottom line. Telephone Performance Analysis is an actionable training tool that will help your organization improve performance.

For more information about Telephone Performance Analysis, and to inquire about registering your team, please call toll free (877) 897-1819 x4774, or email jsage@callsource.com.

100+ earn CallSource Certification

Sat, 09 May 2009 01:59:20 -0700

LOS ANGELES, CA, May 6, 2003 - CallSource, the leading provider of marketing, sales and training solutions for organizations in the multi-family industry, announced today they have officially issued CallSource Certification awards to over one hundred property management professionals in the multi-family industry.

"CallSource partnered with 35 different organizations in our multi-family industry to provide informative and stimulating training classes in an online environment," said Jerry Feldman, President and CEO of CallSource.

"CallSource Certification is a detailed program that promotes the key strategies of property management. These strategies ensure that performance improves, and more apartments are leased. We are proud of our customers, their employees, and our CallSource team members who collaborated to certify so many management professionals."

The CallSource Certification program consists of the following training sessions:

Telephone essentials, presenting telephone techniques used by Leasing Super Stars
Leasing performance essentials, which teaches leasing and management teams to stand head and shoulders above the competition
Management performance essentials, designed for multi-site supervisors, training and marketing directors and any other team member using the Internet to evaluate the results of marketing and advertising campaigns
Leasing essentials, complete training on CallSource services, for the onsite staff of all new and existing CallSource clients

For more information about CallSource Certification and to inquire about registering your team for CallSource Certification please call toll free (877) 897-1819 x4774, or email jsage@callsource.com.

CallSource buys ApartmentJobz.com

Sat, 09 May 2009 01:57:40 -0700

AGOURA HILLS, CA, May 1, 2003 - CallSource, multifamily's long-held standard for call tracking and performance management, announced the successful acquisition of the Atlanta-based company, ApartmentJobz.com today. The purchase was made in line with the CallSource's continuing development of logical, integrated services for multifamily.

As a roll out to the purchase, CallSource is offering a free 4-course training program to anyone posting their resume on the site in the month of May. At the completion of the teletraining courses, a certification emblem will be added to their listing on the site.

Applicants should contact JSage@CallSource.com to post their resume and sign up for training, or call 866.225.5616.

Oakwood brings on CallSource

Sat, 09 May 2009 01:54:56 -0700

LOS ANGELES, CA, April 7, 2003 - CallSource, the leading provider of marketing and training solutions for organizations in the multi-family industry, announced today that Oakwood Worldwide, the leading global provider of corporate housing, has selected CallSource as its provider of basic Fair Housing training.

CallSource will provide 30 interactive Fair Housing sessions via the Internet. In addition, CallSource will provide one training session each month on an ongoing basis. Each class is customized for Oakwood Worldwide and presented by CallSource training professionals with over 60 years of property management and leasing experience.

For the last three years, Training Magazine has recognized Oakwood for having a "Top 100" corporate training program for its "Excellence in Training & Organizational Development." This ranking is of organizations that excel at developing human capital.

"CallSource continues to provide stimulating training classes in an online environment for the multi-family industry," said Jerry Feldman, President and CEO of CallSource. "The basic Fair Housing sessions we deliver will ensure that Oakwood has the best resources and knowledge going forward."