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positive feedback from customers

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+ calls answered within the estate agents sector

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average monthly quality score for our PAs

The challenge

Northwood first came to Face For Business in 2015 wanting to ensure that they gave their existing clients the best possible service. As a busy estate/lettings agency their agents are busy out on valuations, viewings, answering the phone, responding to partners in the chain and updating online listings. In addition, they wanted to ensure that every new enquiry was answered and that no potential opportunities were missed.

Our approach

We completed a thorough review of how inbound calls were being managed and it quickly became clear how working with Face For Business would reduce the number of missed calls and increase their clients’ experience.

We introduced them to their Lead PA and they started a free 7-day trial.

A lost call used to be a lost opportunity. A call picked up by Face For Business now underlines to our customers that we really are the proper property people.

The results

At the end of the trial it was clear that Northwood Southport and Ormskirk were now delivering :

A more customer-centric service
An increased number of new enquiries
The headache of ensuring that they had people available to answer calls was removed, they can get on with their daily tasks knowing that the calls were covered
Our extended opening hours increased their availability by 45% as we continue to provide cover when they’re closed

As one of over 85 branches nationwide, Northwood’s Southport and Ormskirk branch, manage both sales and lettings for clients in West Lancashire.

We are still working with Northwood Southport and Ormskirk 5 years on. They are delighted with the service that we offer and have commented that we are now ‘an integral part of their team’.