We have provided an overflow reception service to this Estate Agency network since August 2007. They operate in the residential property sector, managing the sale and letting of client properties.
Their advisors are often on site carrying out valuations or viewings which means staff cover at the branches can be variable. In addition, customers who are passing the branch and walk in to discuss their requirements can tie-up advisors who don’t want to be interrupted by having to answer the phone.
The management wanted to ensure they had adequate phone cover at all times, without their costly advisors picking up routine enquires, or having to employ additional resource.
“Answering more calls means more buyers and more sellers which is exactly what we want”.
The branch lines are programmed to divert to MyRuby if the lines are engaged or advisors have indicated they are unavailable (using a pre-programmed ‘Do Not Disturb’ button on their phone)
Callers are screened to identify whether they are an existing client, new prospect (letting, sale or purchase) or other type of enquiry. Tailor made forms on screen ensure that, for each category of call, all of the correct questions can be consistently asked and a detailed message taken. This is then instantly delivered by email to the correct contact in the nearest local branch.
The net result is excellent service for customers and increased productivity for advisors.