Many real estate firms are often overwhelmed by the number of telephone calls they receive every day.
By hiring a telephone answering service company, you can ease the pressure and workload on you and your staff. But hiring a company to deal with your inquiries isn’t easy. Firstly, one of the hardest aspects is knowing what to look for.
That’s why we’ve put together this guide for the top things you should look for when hiring a telephone answering service. Let’s take a look at the stand out qualities.
Why Hire a Telephone Answering Service?
Before we can look at the most important things to consider, we need to say why you should hire a telephone answering service in the first place.
As any real estate firm knows, the weekday hours are not the only hours that you have to be available for business.
It’s true that the regular Monday to Friday and nine to five hours are essential to any functioning real estate firm buying and selling houses. However, it’s impossible to remain competitive in such a harsh consumer market without having a functioning business operating on the weekends and in the evenings too.
In fact, many real estate firms find that the evenings and weekends can sometimes be much busier than the regular hours.
A lot of this time is spent talking with clients. It’s overwhelming for any real estate agent to answer every phone call and discuss the details of every client’s real estate. But you don’t have to.
Instead of trying to do everything by yourself, you can hire a professional company to ease the pressure and workload on you and your team.
This way you can make sure every phone call and inquiry is handled effectively and professionally. Let’s now answer the question of what to look out for in an answering service company.
1. A Quick Response
One of the things that can set a poor answering service from a good one is a quick response rate. After all, this is an essential aspect of demonstrating to your clients that your real estate firm is competent and professional.
This means that you want to hire a telephone answering service that provides your clients with 24/7 services. Every phone call should be answered promptly and each inquiry needs to be dealt with effectively and professionally.
You might think that expertise and experience is the most important thing that clients want from a real estate firm. However, according to a recent study, almost 50 percent of clients value ‘responsiveness’ above everything else.
That’s why with an answering service, you can make sure all your clients are responded to in good time.
However, a good answering service doesn’t just answer the phone when you can’t, they also need to be able to provide outstanding customer service to your valued clients.
2. Customized Service
While there are many different companies out there that offer a standard service, the best telephone answering service companies provide customized service to your business needs.
But, luckily you will be able to find custom-made services to suit your every need. There is no one-size-fits-all approach. Every real estate firm is looking for a different thing.
Therefore, it could be that you want the service staff to forward messages to you after accepting the call. Or instead, maybe you’d prefer that the telephone answering service handles every inquiry by themselves.
With a customized service, you can make sure you decide what you want to get out of it.
3. Trained and Experienced
Another thing to look out for, even though it is not a top priority, is well-trained and experienced staff.
This not only means that they should be able to deliver customer service. They should also have specialist knowledge of real estate and property management.
This way you can be confident that they can competently handle your clients with the expertise and professionalism of your regular staff.
Although being prompt with replies is important, actually being able to understand and answer a query is something you’ll appreciate about your answering service.
Essentially, this quality means less work for you in the long run and, hopefully, fewer complaints from unhappy customers.
4. How Much They Charge
It goes without saying that how much they charge for the service is really important. Every real estate firm has a budget. You don’t want to make sure you end up spending more than you can afford.
You can easily avoid this by looking out for an answering service company that works at an affordable rate. But also is upfront about how much they charge. Make sure there are no hidden fees including in the contract.
5. Confidentiality and Privacy
You cannot underestimate the value of a company that emphasizes confidentiality and privacy in everything it does.
Any telephone answering service needs to deal with confidential and sensitive information and data about your clients. You need to be able to trust the team in the call center as much as you do your regular team.
Now you’ve decided that the telephone answering service is right for your real estate firm, it’s time to start looking for the right company for you.
There are many different things to consider and at times it can be difficult knowing what matters the most. But by following this guide, you can make sure you get the professional and effective service you need for your firm to prosper.
For a telephone answering service that features all of the above qualities, look no further than us. If you’re interested to find out more about our services, get in touch with us today.
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