More Service, Fewer Voicemails
With a centralised phone system the agency increases their likelihood of putting prospective clients in touch with a live person as quickly as possible. Instead of directing your prospects to the listing agent’s personal voicemail when he or she is not available, a centralised phone system allows the client to be serviced by a select group of agents based on their specific role (reception, sales, rental). Client satisfaction increases as their needs are met due to a bigger service pool, while the agents reap the fruit of their labor as they spend more time helping their clients than they do catching up on their missed calls and voicemails. To avoid any lead ownership conflict, just make sure to ask the caller the right set of discovery questions.
What if then the agent wants to have a direct relationship with this particular prospect going forward? Not a problem. All future calls will be directed automatically to the same agent once he or she has established a relationship with the prospect, using Cradle’s built-in Smart Connect feature. And if the agent happens to be unavailable to take the call, the prospect could then be automatically directed back to a group of customer support agents or receptionists. Fewer voicemails, happier clients.
Don’t Lose Your Clients’ Loyalty To Former Agents
One question that I have always wondered is what happens to the relationship between the client and the agent once he or she leaves the firm. It would make perfect sense if the relationship was mutually exclusive and beneficial, but what if it wasn’t? Many prospects and clients may never form a strong bond with their respective agent, but to them their relationship has been forged by a simple contact in each other’s address book.
We recognized that the agency can benefit substantially from creating a consistent, centralized communication channel between their clients and agents, in order to avoid a transfer of loyalty from agency to agent. The agency’s centralized number would then establish a stronger association with future prospects and clients, as opposed to the individual agent’s personal mobile number should he or she leave the agency.