What is Talent Compass?
Talent Compass is your smart assistant for understanding how conversations with tenants or prospective renters are going. It uses AI to review each interaction and assigns a conversation score to help your team:
Respond better and faster
Improve the customer experience
Boost your leasing performance
Whether it’s a support request or a leasing inquiry, Talent Compass gives you a clear, easy-to-read breakdown of how well the interaction went and where there’s room to improve.
Accessing Talent Compass:
There are two ways to easily navigate to Talent Compass:
From the Gateway, click into Quality Assurance. From there you will see a link that takes you to Compass.
Visit compass.travtus.com from you web browser.
If you are having trouble accessing Talent Compass, please reach out to [email protected].
How are Conversations Scored?
Every time a conversation is updated, Talent Compass automatically processes it through our AI-powered platform. The system looks at what was said, how it was said, and what happened as a result. These insights are then rolled up into a score you can track over time.
You don’t need to do anything as the score appears directly in your Talent Compass.
What do the Scores Measure?
Talent Compass scores conversations in three key areas:
Issue Resolution
We look at whether the customer’s issue was resolved clearly and efficiently. Positive indicators include:
The customer’s request was fully resolved
Clear next steps were provided
The customer expressed satisfaction
There were no signs of frustration or confusion
Agent Behavior
This section scores how the agent handled the conversation. The AI looks for:
Active listening and empathy
Clear, respectful, and jargon-free communication
Whether the agent confirmed understanding and followed up appropriately
Bonus points are awarded for personal touches like using the customer’s name, confirming contact details, or summarizing the issue clearly.
Leasing Performance (for leasing-related conversations)
For leasing calls or chats, we also score how well the agent guided the prospect toward a tour or booking. Points are given for:
Highlighting apartment features and amenities
Providing pricing and tour options
Using persuasive language to create excitement
Confirming or scheduling a tour
How the Score Is Calculated
Each conversation earns a Total Score out of 100, based on how many relevant behaviors and outcomes were achieved.
Here’s how it works:
TotalScore=(PointsEarned÷PointsAvailable)×100
The "points available" depend on the type of conversation:
Customer Support: Max possible points = 125
Leasing: Max possible points = 157
This ensures fairness — support calls aren’t judged on leasing criteria, and vice versa.
Why This Matters
The Conversation Score is more than a number — it’s a lens into how your team is performing in real interactions. Over time, this helps you:
Spot training opportunities
Understand what’s working well
Drive better outcomes for both tenants and your business
And most importantly, it helps you put your best voice forward — every time.
If you have questions about how scores are applied to your conversations or want tips for improving your team’s results, email [email protected]. Let us help you turn every conversation into a win.