For most people, buying and selling a property is highly stressful and full of risk. A lot is at stake, and confidence in the real estate industry is low. In a challenging and competitive real estate market, it was important for this estate agent to differentiate itself. It wanted to be known as the one agency people could trust.
The agency believes that clear, consistent communication is key to delivering an exceptional client-driven service and to developing long-term relationships with clients. They also know that adhering to regulatory requirements is key. As a result, they were keen to use a data-driven approach to better understand their existing communications, and to develop and maintain a more human-centred approach.
The decision to implement call analytics software has given the agency real-time visibility of call patterns and journeys dramatically improving their call handling. Existing customers are kept informed and made to feel valued because missed calls are promptly returned. Lost opportunities resulting from missed requests for new home valuations, listings and viewings, and from missed property management and tenancy enquiries, have also been significantly reduced.
Access to voice data and transcripts mean that managers can search conversations with buyers, sellers, landlords, tenants and contractors for key words to assess language, identify concerns and resolve disputes before they escalate. By leveraging these insights, the agency has built stronger relationships with clients.
Conversations are also rated for sentiment and evaluated using AI to provide powerful insight into their quality. A library of best practice calls is shared to train new team members and to coach existing staff. This has helped the agency retain talent and provide consistent, high quality client interactions. Monthly reports rank office performance, create friendly competition, drive continuous improvement and uncover training opportunities.
The agency has also used their calling data to develop guidelines to build trust stating that promises should be realistic, obligations and costs clearly outlined, and legal regulations complied with.
Next, the agency is looking to drive personalised service to the next level by integrating its CRM system. Staff will be able to view client records when making and taking calls having access to previous communication insights.
