Suboptimal call handling methods can hamper the growth, reputation and profitability of Agencies. These mistakes are easy to fix yet many agencies continue to fall into this trap as the business grows. These mistakes can lead to severe consequences for agencies and may lead to lost customers. Here’s what you could be doing wrong and how to fix it
1) Endless ringing with long wait times
Nowadays individuals place phone calls to speed up how fast they get information. Answering calls quickly ensures that a customer chooses your agency over your competitors. Speed is a key factor in the decision-making process. Agencies that have a higher response time, are more likely to lose leads as they may drop the call halfway.
69% of callers won’t leave a voicemail, according to data. This means that unanswered calls turn into lost opportunities and frustrated customers.
To drive customer confidence, answering calls faster and minimizing wait time is important. This instils a feeling that their inquiry is valued and that someone will in fact help them
2) Monotonous Receptionists
Remember, at the end of the day, people buy from people. Especially in the real estate industry. It is important that your call handlers or admin executives are not scripted on the call. Their personality needs to shine through and the customer needs to feel like they’re talking to a friend.
Things like smiling on the phone can make a real difference. It comes across as more engaging and friendly. Having a pleasant conversation with callers makes a big difference and leaves a good impression of the agency
3) Poor organisational knowledge
A call to an agency should be a seamless process. It starts with the technical side, the call-handlers should know how to transfer calls quickly. It is important that they have with the resources to answer any questions that the customer may have. This could be through access to shared diaries, holiday rotas and up to date employee lists. They must have the information they need to be effective and helpful.
4) Unreturned Calls
First impressions are important. Taking a message is one thing but following-up is just as important. One of the biggest mistakes an agency can make is forgetting to call back an interested customer. This could ruin any potential for new business opportunities.
Applicants expect a response to their call within a suitable amount of time. A mechanism to effectively and accurately pass messages to employees should be in place to ensure that customers are not lost in the process.
5) Answering Machine post 6:00 pm
Applicant’s hate voicemail. When a call gets redirected to voicemail at exactly 6:01 pm this becomes a source of frustration for potential customers. In the age of 24/7 communication, this becomes even more frustrating if they can’t reach organisations when it suits them.
Investing in telephone answering support can help. It ensures that more enquiries are handled and captured, regardless of the time.
Independent agencies making improvements to increase efficiency and customer care must focus on their internal system. Setting specific standards and maximising technology all can help boost the end-customer experience.
Standardising call handling lets agents maximise their calls and boost their conversions. With support, telephone communication is still a vital tool to improve customer experience. This can help drive revenue and to give agencies an edge over their competitors.
If you’re looking at improving customer experience further, take a look at how you can you can improve your communication with your leads.
At XChange by houzen, we know that independent agents hold the power to engage with their tenants better. Yet most new developments are given only to the Big 6. We know that if given a better source of properties, agents can outperform the bigger agents.
We’re on a mission to work with Independent Agents to give them the tools to work efficiently in this industry. The real estate industry hasn’t changed much over the past 30 years, and this is a problem. We have partnered with Independent Agents to empower them and to provide the resources that they need to be successful. We know that they can compete head-on with the Big 6 agencies in the market.
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