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Benefits of outsourcing your estate agents’ call handling

Benefits of outsourcing your estate agents’ call handling

If you run a busy estate or lettings agency the last thing you need is your agents chained to a desk in case the phone rings.

You want them out on viewings, meeting new clients and finding new business.

But on the other hand, if everyone’s out and you’re missing calls, then you’re missing out on new business or letting existing customers down by not being there when they need you.

You might have considered a full-time receptionist to solve the problem. This gets expensive though when you consider you have to pay a salary, along with other costs like benefits, insurance, tax etc. Not to mention that a single receptionist can only deal with one call at a time.

A better answer could be to outsource your estate agents’ call management to a professional telephone answering service.

This is a decision Lancasters Estate Agents made, and you can listen here to why they think it’s been a great decision for their busy agency.

How phone answering works for an estate agent

With an outsourced reception, your calls are diverted to our PA’s who will answer your telephone calls on your behalf.

We’ll answer the phone in your name, as if we work in your estate agency, and have a seamless service which ensures that we are knowledgeable on your whereabouts. We get to understand the nature of your business and know that a large number of your calls will be relating to viewings and valuations and requests for information.

We will liaise with you prior to your seven day free trial to obtain the information you want collecting, and the information is cascaded to your lead PA and the team.

Estate and Letting Agents need a telephone answering provision

It has become apparent that Letting Agents (as well as Estate Agents) need a telephone answering provision to capture the calls that their employee’s miss.  We know the way in which letting and estate agents work, and we find out the exact details required for our PAs to capture. 

When a call comes into your Face For Business PA, they simply answer the call in your company name, and will proceed to deal with the call, taking detailed information if required, as if working in your office.

Having this reassurance can be huge for busy agencies which benefit more from having staff out of the office on viewings, valuations and building relationships.

This is something we spoke to Aurelia Simcock, office manager Robinson Residential Sales & Lettings about as part of a case study for Face For Business.

When asked about the service she gets from Face For Business, this is a glimpse into what she had to say:

Callers are more satisfied than they were before. Face For Business has a friendly way about how they handle calls, and I think customers really like how they’re dealt with. I’ve never had a complaint from a customer about how they’ve been spoken to or dealt with on a call that a Face For Business PA has dealt with.

Aurelia Simcock, office manager, Robinson Residential Sales & Lettings

Outsourced reception with Face for Business

Outsourced reception also means that Face for Business can answer your calls as and when necessary. If you are out of the office, your landlines are engaged or if you’re on your mobile, then your calls will automatically be diverted to us, to avoid missing those key business opportunities.

Potential clients won’t need to try your competitor as they will have received a great customer service from your agency, and will have left the relevant information in order for a call back. 

Cost effective call answering solutions

The benefits of outsourced reception are that you can have a cost effective solution to the busier periods during your day/week.

You also have cover for lunchtimes, holidays or sickness and above all, have a service that you can trust to take the appropriate caller information, which is relayed back to you in the form of a text message or email (your choice).

Plus, all our PAs are friendly, polite and professional and personable!

Let Face For Business save those calls that are missed. Please give us a call to discuss your agency’s needs on 0845 031 3232. Or, complete our free trial form here.

19th January, 2015

Posted by Face For Business

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