![]() ![]() With the ability to SMS on-call staff, pagers are no longer needed and record-keeping is facilitated. SMS messaging offers a fast, seamless way to convey information to on-call staff. Ideally, a live agent should respond to calls in 2 rings or less and customers should not be placed on hold for an extended period of time. Your property management call center should have the resources to respond to incoming calls right away. Scalability is a key feature to explore when comparing call centers. “If people don’t want to wait on hold and your phone service staff can’t handle the volume in a less than five minute fashion, perhaps even less than one minute fashion, you’re going to disappoint customers.” 6) On average, how many times does the phone ring before an agent answers? Be cautious of call centers that do not have this capability, as you could end up expending valuable time and resources to manually enter numbers. The ability to port existing numbers ensures a smooth transition to a property management call center. Instead, look for call centers with decades of experience handling property management issues. Try to resist the urge to choose a low-cost but inexperienced call center, as this could negate your efforts to increase tenant satisfaction. There is no substitution for experience in the call center industry – especially as you evaluate centers that cater to busy property managers. 4) How many years of property management experience do you have? As you compare call centers, be sure to ask if their agents are based in the United States to help ensure a high level of satisfaction. Some tenants feel undervalued while others feel that you are trying to save money by sending calls to agents overseas. Sending a tenant’s call to an offshore call center can often do more harm than good. A lot of US customers will now actually hang up if they hear that they are being transferred offshore or spot a foreign accent…Phone communication can even be challenging between people from the same country.” “The last thing customers want is to struggle with basic communication when they are trying to get a problem solved. 3) Would customers be speaking to an agent in the USA? The ability to direct calls to a maintenance supervisor is vital to ensuring that urgent maintenance issues are addressed as swiftly as possible. While most issues might not require the immediate involvement of maintenance personnel, urgent issues may require prompt intervention. In the property maintenance arena, there are varying degrees of severity with property issues. ![]() This ultimately optimizes efficiency for property managers, who are quickly able to prioritize maintenance support.Ģ) Can you route calls to on-duty maintenance staff? They gather details from tenants and classify incoming calls according to their level of severity. ![]() Top-notch property management call centers do more than simply respond to calls. Below are the top ten questions you should ask your property management call center before you enlist their support.ġ) Are you able to categorize calls based on severity? You need to carefully evaluate available options and choose the call center that is best equipped to handle incoming calls and concerns. ![]() However, it is important to note that not all call centers are created equal. By seeking the expertise of an experienced property management call center, you can ensure that tenants have prompt access to live support. As a property manager, you likely know that maintenance problems often seem to strike at the most inopportune times. ![]()
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