Set up call center and ISA workflows in your CRM in Palm Jumeirah
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Set up call center and ISA workflows in your CRM in Palm Jumeirah, Dubai

Use RealEstate OS on Bitrix24 to route calls, track every conversation, and give your agents clear follow‑up tasks in one place.
Book a demo How it works
Leads contact you by phone, WhatsApp, and forms. Without a clear CRM call center and ISA process, you lose deals. Centralizing calls, scripts, and tasks lets you scale without chaos.

Quick answer

Value

Centralize all calls in one CRM view
Route inbound and outbound calls through one system, with recordings and notes linked to each lead and property record.
Standardize ISA workflows and scripts
Create clear scripts, follow-ups, and SLAs so ISAs handle leads consistently with less manual oversight.
Track performance and missed revenue
Monitor call volume, answer speed, follow-ups, and conversion by agent to spot leaks in the funnel and adjust staffing.

How it works

1
Map call flows and ISA roles
Define who answers which calls, when, and why. Map inbound, outbound, and missed-call flows, and what each ISA must do in each case.
2
Configure CRM telephony and queues
Connect phone lines to CRM, set up call queues, routing rules, and working hours. Enable call recording and basic scripts in call cards.
3
Automate follow-ups and reporting
Create tasks and reminders for callbacks, SMS and email follow-ups, and simple dashboards to track call volume, speed to lead, and outcomes.

FAQ

How can RealEstate OS help me manage my call center and ISA team?
It gives you one place to track calls, WhatsApp, emails, and website leads. You can assign calls to agents, log outcomes, and see performance dashboards for your call center and ISA team.
Can I route incoming calls to the right agent or ISA automatically?
Yes. You can set rules to route calls by language, area, campaign, or lead type. For example, Palm Jumeirah buyer leads can go to a specific ISA group or senior agents.
How does the system log calls and conversations in the CRM?
Each call, missed call, and recording is linked to a contact and deal. Notes, call outcomes, and follow‑up tasks are stored in the same timeline, so you see the full history.
Can I set scripts and checklists for my ISA team inside the CRM?
Yes. You can create call scripts, objection lists, and qualification checklists. ISAs can follow them step by step during calls and mark answers directly in the CRM.
How do I track ISA performance and KPIs in RealEstate OS?
You can track estimates like calls made, talk time, appointments booked, qualified leads, and deals touched. Dashboards show results by person, team, and campaign.
Can the call center book viewings and assign them to field agents?
Yes. ISAs can create viewings as tasks or calendar events linked to a deal. They assign them to agents, add property details, and set reminders for confirmations and follow‑ups.
How does it help with missed calls and after‑hours leads?
Missed calls create leads or tasks automatically. You can set rules to send auto‑replies, assign to an on‑duty ISA, and trigger callbacks so no inquiry is lost.
Can I separate roles between call center, ISA, and closing agents?
Yes. You can define stages and permissions. Call center and ISA handle first contact and qualification. Qualified leads move to closers, while you still see the full pipeline.

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