The Challenge
The real estate market in the city of Toronto has been booming for years. As a result TelePartners' Message Centre has made it one of their goals to specialize in this market.
One thing has always remained constant; real estate agents do not work regular hours. Real estate agents are constantly on the go and in touch with their offices for appointment bookings, appointment confirmations and fielding sales calls. The challenge is to be able to somehow organize the many calls they receive into a consistent system of message flow to make their lives manageable and stress free.
The Solution
TelePartners has effectively been able to help real estate agents manage their calls during office hours, after office hours, and even for their appointment desk.
TelePartners uses state-of-the-art web based technology that enables call handling 24 hours a day. All agent information is stored on our system using SQL databases. Property detail and agent info can be uploaded from Excel files without re-keying. This gives the real estate office a sense of security, we have the same information that they have in their offices to contact their agents.
Even though real estate agents are all essentially doing the same job, each one is unique in how they would like their messages delivered. TelePartners is able to send messages via email, fax, alpha pagers, cell phone text messages, and can even call agents at home with their messages.
TelePartners can even manage a real estate offices appointment desk. Through specialized account managers, listings can be input into our system for our Customer Care agents to make showing appointments. Customer Care agents can take down the appointment, contact the vendor or tenant, contact the showing agent with the confirmation and then contact the listing agent to inform them of the showing.
The Result
TelePartners currently provides Inbound Customer Care for more then one hundred real estate companies ranging in size from a few agents to hundreds of agents.
We service each client differently, acting as an appointment desk for some and acting as a receptionist in other cases.
Our Customer Care Agents have become experts in fielding real estate calls. We have effectively made their lives easier by booking appointments for them 24 hours, 7 days a week.
And to top it off daily, the home office receives a concise copy of all call transactions by fax, by email or by ‘wave file’ in the case of voicemail messages.
TelePartners does it all for the agents, for the administrators and for the management team.
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