Success Tips for Using an ISA or Brivity VA
There are many ways to structure your teams duties and priorities. This is one way to structure an Inside Sales Assistant or Virtual Assistant for scrubbing new leads.
Using an assistant to scrub leads is a great use leverage to grow your business!
Here are some ideas for how other teams are leveraging this role. Brivity also offers Virtual Assistants for hire that are trained on all things Brivity to fill in this role for your team.
Consult with our team at brivityva.com to find out more!
Choose a Unique Email Address for the New Assistant
Depending on where you hire an assistant from, they may already have a business email address they use. Be careful about adding their current email address as their Brivity CRM email. Some Virtual Assistant companies may have shared a Cyberbacker email or brivityva.com email, but best practice is to set up your Virtual Assistant with a new, unique email address as their primary Brivity CRM email.
As your assistant will be following up by email with your contacts, we would suggest you give the new assistant an email that reflects your brand, and one that you control should you need to take back control of that account or transfer it to a different ISA or VA. You don't want to lose all the communication that has transpired between your old assistant and your database.
Best Practices for Setting up an Email
The email should be a Google based email so it can connect to Brivity to show all communications and improve deliverability.
We'd suggest you create the email with Google Workspace instead of a free gmail email (though both will work!). A professional Google Workspace email is a great way to give your business legitimacy, and it has improved deliverability. Also, a free gmail account only allows 300 emails to be sent per day, while Google Workspace allows 500 emails to be sent per day.
Set Appropriate CRM Access
When you add the assistant to your Brivity account, you will need to choose what type of access they will have.
Option 1: Agent Access
Many teams will give this role Agent Access so they will only see their own leads and when they reassign leads to agents, they will no longer see those contacts.
Option 2. Admin Access
Some teams use Admin Access for this role, but it is not suggested. Admin access allows the assistant to see all contacts and export all contacts.
Decide Which Leads the Assistant will Manage
First, decide which contacts your assistant will scrub.
Option 1: New Leads
Most teams give the assistant their own Brivity account just for scrubbing new leads moving forward.
Option 2: Pond Leads
Some teams assign the assistant to work a pond account filled with old or neglected leads, and it could also take in new leads moving forward.
Set Lead Routing
If your assistant is taking on new leads as they arrive, set your lead routing to automate leads to them. You can automate distribution in your Brivity CRM based on their hours of work - for example, leads that arrive between 9am-5pm - then after those hours, the leads will follow other rules set below. Drag/drop rules to prioritize them.
See how to drag and drop rules in order of priority below. Leads will distribute based on hours first (in the case below) and outside of those hours, they will follow the team Round Robin.
Have a Script Ready to Convert Leads
Having scripts available for your assistant will ensure that all leads are being followed up with consistently and with the messaging you want. If you don't have scripts for your new assistant, we'd suggest editing and applying the 'Ben Kinney Ten Days of Pain' Auto Plan to new leads. Edit scripts here in Brivity's Auto Plans if you have an Admin Access account.
Be mindful of phrasing that might imply the scripts/messaging is coming from an unlicensed or licensed assistant.
Have a Consistent Contact Management Plan
Everyone on your team needs to be on the same page with how statuses, tags, intents, and Leads vs People work in your account. You don't have to use our statuses and other segmenting tools, but you should define what they all mean to your team.
Review our Status, Tag and Intent Cheatsheet for our suggested definitions and best uses.
Set up Listing Alerts and/or Market Reports for Every Lead
Utitilize Brivity's awesome automated lead nurturing tools to help connect with contacts on a regular cadence.
Seller and Buyer/Seller Leads
Sellers should be set up on a Market Report (set to once weekly).
Decide When Leads/Contacts will Transfer to Agents
Teams using Brivity have different plans for when leads transfer from the assistant to the agents, but it's important to set the standard with your team and be consistent.
Leads From a Teammate's Listing
Some teams have leads for each teammate's listing go direct to the Listing Agent. If your team does this, you will want to make that a part of your process. Consider whether you'll have the assistant qualify these leads before transfer. At the very least the assistant should set a Listing Alert and/or Market Report before transfering.
When the Lead is HOT
Many assistants will transfer leads once the lead is determined to be in a status of HOT. By Brivity's Definitions, this implies there was contact made with the lead, and they have a goal to move (buy/sell/rent) in the next 1-3 months.
When an Appointment is Set
Some assistants will transfer leads after an appointment has been set.
Have a Daily "Plan of Attack"
Our '10 Daily Steps to Succeed with Brivity Guide' works just as well for the ISA/VA role as they do for Agents (perhaps skip Step #9 - "Check in on Past Clients" - since they won't likely be managing those contacts). Make this your new assistant's daily plan of attack!
Treat Them Well!
Distance and technology can make people feel less than human, and our connections can feel cold as a result. We suggest that you take time to learn about your new teammate and make them and their interests a priority.
Get to know them as people, not just a distant worker
Below are some questions you might want to ask them to help you to create a warm connection to your company and team.
- Tell me about yourself.
- When is your birthday?
- Do you have kids? What are their names? What are their birthdays?
- Do you have pets?
- What do you do outside of work?
- Do you have a hobby or hobbies?
- Do you play an instrument?
Part of your business might include sending them a birthday gift or card for their family on their birthdays. Connect with them as humans, and we promise great results and awesome working relationships!
Consider their holidays, vacation time or time off
If your assistant lives in a different country, you may want to add a "Philippines Holidays" calendar to overlay on your Google Calendar.
Everyone needs a break for their mental health and studies show that your staff vacation time actually improves your businesses productivity.
If your teammate is in another country, pay attention to the weather, natural catastrophes and political circumstances.
Health Time Off and Health Insurance
If you're hiring a VA in a different country, you don't have to provide sick days or health insurance, but we'd highly recommend them.
Health Time Off
Sick days happen for both your staff and for their family. Being aware of their circumstances and family needs can help you to understand their time off for health needs and help you plan for your business.
Unfortunately, the majority of Virtual Assistants that are hired outside the US and Canada are not offered insurance. Even the healthiest people need health insurance.
Brivity is proud to be a company that offers 100% Healthcare Coverage for our Virtual Assistants and their dependents, a set PTO (Paid Time Off) structure, set holidays (that include holidays for the Philippines & the United States or Canada), Retirement Benefits, and annual & 6 month bonuses for every hire.
Consult with our team brivityva.com to find an assistant to leverage and grow your team!