More and more broker/owners are considering the huge costs of “bricks and mortar.” Providing office space, desks, phone systems, and phone lines for agents who average only 9 hours per week in their office is a major expense. Broker/owners are looking for alternatives. Most successful agents have home offices with all the needed capabilities and access via computer to the multiple listing service and to the world. Pressures continue to reduce commissions, which are squeezing the revenue side of the business, and one way to offset this squeeze is to reduce operation costs.
With the incredible speed of technology changes, increased dependence upon data sources both to the consumer and real estate agents, and more consumers gathering data before contacting the agent, a new threat has arrived in the industry.
Agents are now experiencing the challenge of bringing the personal touch back to the fore. One of the most critical problems the public has had with agents is finding them – actually connecting with them on the first call and feeling they are accessible. Agents realize the importance of being accessible and have, in the past, listed numerous phone numbers on their cards because they want to be found. The challenge for clients and potential clients has been the frustration of calling one number after another and leaving messages, not really knowing which number to call first. In fact, industry statistics found that it took at least three attempts before finding an agent. This was borne out many times when the agent would find the same message on voice mail at the office, voice mail on their cellular phone, and even on their home business line voicemail. Today they get the same message on email and various voice mails.
Several real estate offices are now turning to new communication technologies which create an efficient way for agents to prioritize their calls and take only the important calls, without being interrupted with calls that can be handled at more convenient times. Callers benefit from the service also. For example, combining the new One Number technology with “follow-me” capabilities, allows clients and potential clients to call only one number. From the agent’s side, he or she can connect with callers when they choose, no matter where they are, or send the caller to voice mail or transfer a caller to an assistant or another telephone. To assist the agent in making the right choice on how to handle a call, the agent hears the caller’s name announced before connecting the call. Additionally, the One Number technology combines live connected calls, voice mail messages, fax documents and email in one convenient email account. The agent can then access voice mail messages, fax documents and email at convenient times.
This combining of communications also gives agents the ability to save all communications with a client or potential client (email, fax documents, and voice mail messages) to a disk and place it in the customer file. Broker/owners and managers are excited about this, because it is very helpful should there be any liabilities in future legal situations.
The cost of a One Number-type virtual office repays itself in increased efficiency, time savings, and the ability to connect live with those callers important to your business. It also overcomes the frustrations callers face when looking up and dialing several phone numbers to attempt locating the agent.
The use of One Number “follow-me” services reduces the need for expensive telephone equipment additions, and extends the life of existing telephone equipment in offices.
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