How do the calls flow at the call center?
How do the calls flow at the call center?
Welcome to the property management blog, where we look at issues impacting rental proeprty. Today I am going to give you an outline of what happens to calls that forward to our PhoneSmart call center.
Roll Over Calls:
If the manager or leasing agent can’t get to the phone for any reason, the call rolls to us. You don’t need any extra phone equipment. All you need is for your local dial tone provider to place a “call forward when busy” and a “call forward no answer” order on your lines. If you have one line coming in to your office, we become your line two. If you have hunt lines rolling at your office, we become your last line.
If all your lines are tied up, then an incoming call immediately diverts to us and the caller hears the initial voice prompt greeting.
If the phone is unanswered at the store, it rolls to us after a predetermined number of rings. Most clients set the calls to roll to us after three to four rings.
Once the call gets to us
Roll Over Calls:
Callers hear a voice prompt that thanks them for calling your property and asks them to press “one” to speak to someone about renting a unit or press “two” if they are a current tenant . We try to direct all non-rental inquiries to the voicemail system we set up for you. This is a convenient way for your current tenants to leave a message for your manager, if they are calling to let him or her know they are coming in with a payment for instance. We don’t want to get in the middle of any relationship your manager already has with a tenant since we don’t have access to your rental records.
If callers press one, they come into our call queue and the call rings to one of our sales reps. Our system identifies the exact property being called and brings up current information to the rep’s screen as soon as the phone starts ringing.
Our sales reps walk each caller through a consultative sales program, helping the callers determine their needs. For storage callers, we ask to reserve a unit. Our first goal is to make a reservation guaranteed with a credit card number. If no credit card is available, we will attempt to make a “First-come-first-served” reservation to help get that caller to your store soon. If the caller isn’t quite ready to commit to a storage unit, we will attempt to schedule a site visit, so the caller can come and see your store. We know if we can drive potential renters to your store, your managers will rent to almost every one of them. If the caller won’t need a unit for some time, we at least get a name and a phone number for your managers to follow up with.
Our goal with apartment seekers is to set up an appointment to tour the apartment home or to start an application over the phone. If a caller is not ready to come in for a visit, we will at least get a name and phone number for follow-up. Since we are sales people and not answering service reps, we sell your property for you and help the callers talk themselves into renting with you.
With commercial/retail callers, our job is to give the potential tenant a great first impression and either set an appoinment to view the property in person or creat a quality lead for follow up. We know there is a reason that person is calling your porperty. We want them to feel good about having made that call. This is going to vastly increase your chances of signing a lease with them.
We are pleased to customize our service when possible to meet your operational objectives. We currently operate several different business models that work very well for our clients. Please ask about other available options.
As soon as we end a reservation or a lead call, a fax and e-mail are sent to your property with all the information your managers and leasing agents need to do an effective follow-up call.
Your staff will feel great knowing that they have professional sales people acting as their back-up.
bye for how, Tron
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