How to use call recording to solidify your market share within the property sector - Business Systems UK Ltd - ContactCenterWorld.com Blog
The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time. A few years back, we were talking about the change brought about by the introduction of online property portals such as Rightmove and Zoopla. Today, affordable housing initiatives by the government as well as the rise of property sharing in big cities are once again changing the market dynamics.
In such a diverse and fast-paced environment, excellent customer service and brand loyalty have become the competitive differentiator behind the business that is real-estate.
In order to achieve these ‘USP’s’ estate agents require not only excellent communication skills, but also expert knowhow on the pertaining legislation for the different schemes. Yet once those phones start ringing with viewings being scheduled, rental rates negotiated and offers being put forward, it is surprising how little of this activity is monitored, measured or recorded.
As costs for solutions like call recording have come down in recent years and the technology becomes more user-friendly, property agents are increasingly using it to help close the gap in their sales process.
How can call recording help me meet quarterly sales targets?
- Do you know why some of your inbound property enquiries fail to secure any viewings?
- Can you pinpoint which of your lettings agents excel in turning around the popular phrases ‘this property is a little over my budget’ to ‘ok well it can’t harm to have a look at it’?
- Do you have any visibility of what your new starters are saying to potential buyers or renters?
With call recording now accessible via easy to use web portals providing call metrics and reports, training needs can be identified, showcasing examples of best practice whilst shining the spotlight on why you are failing to meet your quarterly targets.
Calls can also be recorded on office, home and mobile phones ensuring you can track the progress of your estate agents regardless of where they are.
How can call recording help protect your property agents, tenants and house buyers?
A key element of the job role involves negotiation, putting forward offers on behalf of clients, advising landlords, scheduling tenancy inspections and providing expert knowhow on the legislations for the many different schemes (such as shared ownership, help to buy ISA, national mortgage to rent scheme and so on) now available. In some cases, third parties may not be happy with the outcome or may challenge what was said. Call recordings are an effective means of supporting your estate agents should their actions be questioned, proving that a fair and due process has been followed which meets the standards of professional bodies such as the Property Ombudsman.
How can call recording help you train and benchmark against your top performing agents?
Call recording is an extremely effective method for capturing examples of best practice by sharing the content from those ‘exceptional calls’ with others. In larger agencies it can also be used to identify individuals who may benefit from a transfer or promotion, and who can take those examples of best practice and apply them to help address issues with poorer performing regional offices.
With more and more agencies adopting affordable and easy to use call recording technology to help boost revenue and measure and track success, can you really afford to ignore the possible benefits it can reap for your business?
To find out more about the call recording options available contact our team.
Publish Date: April 10, 2017 5:00 AM
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