Notes

Property Managers: Tips for Improving Your After-Hours Maintenance Hotline
While it is all to easy to contact a property management answering service or answering services company as well as set up an after-hours maintenance hotline, being sure that it works well in your case and your tenants requires a much more effort. Below are some suggestions you can follow to successfully are performing everything it is possible to to get the most out of the service and your tenants happy.
1. Personalize the service just as much as possible
The default property management script that your answering services company provider sports file are certain to get the position done, but it's always preferable to personalize it to suit your business.
For example, the default method that operators answer the product could possibly be "Thank you for calling, may I assist you to?" Instead of leaving this the way it is, modify it to incorporate the naming of your home and also the purpose of the queue, like "Thank you for calling Forest Pines Condominiums after-hours maintenance hotline, may I assist you to?" It's a minor change, nevertheless it makes people more at ease knowing that they're calling your dedicated line.
Or, for instance, in the event the hotline will likely be used by apartments which can be all within the same building and possess the same address, be sure operators only request the apartment number. It's annoying being forced to provide your whole address when all that's needed the amount. This goes for properties inside the same City and State, at the same time. No need to ask questions that you simply may have learned the reply to.
2. Clearly communicate to tenants what constitutes a crisis
Your tenants ought to know precisely what is considered an unexpected emergency because of your company and what isn't. Unfortunately, property managers often give criteria on their call center although not tenants, producing a large amount of heated conversations. Instead of just giving your tenants lots to call after office hours, allow them to have a similar listing of emergencies that you just give your answering services company and inform them what will lead to an after-hours maintenance visit and what will hold for that office.
Alternatively, it is possible to scrap the list of emergencies altogether, instead depending on an issue that asks the tenant whether feel their situation is urgent and needs attention before regular office hours. The potential for abuse here's obvious, but it's definitely a more customer friendly approach.
Ultimately, only you are able to decide what exactly is best for your position, but either approach works well if so many people are properly educated.
3. Stick to your office hours or prepare your call center to field additional varieties of calls
Understandably, getting the chance to forward your lines towards the after-hours service without notice is oftentimes too alluring to pass through up. If you're gonna leave any office or stop taking calls in your regular business hours, be sure that your answering services company is prepared to handle the different types of calls that they is going to be receiving. Visit Website damaging to business to make callers in to a answering services company that can't a single thing for the kids and possesses no specifics of what are you doing in the office. By emailing your call center and telling them what your schedule is and when you may be out, they've got additional information to supply callers and turn into more confident handling your calls. In addition, the scripting and instructions they follow needs to be appropriate for type of calls they're taking and what they are telling callers.
As an illustration, while it's perfectly acceptable after-hours to tell a caller with a non-urgent concern to call back the next day, it's ineffective and confusing to get told that at 1 in the afternoon with a Thursday. Call centers can easily set up variable scripting, so make sure which you keep these things do this. "The office is going to lunch currently, but I can ask you to definitely return your call after they return this afternoon" is a lot more appropriate.
4. Take advantage of any additional services, functionality, and technology that your answering services company has available
Today's call centers will be more advanced as opposed to simple message taking services that came before them. Sometimes just choosing a message and delivering it properly is all that's needed, nevertheless, you should look to the functions and technology that the live answering services company has accessible in order to find out if there's more they may be doing for you personally. If so, there's a pretty good possibility the excess service will help the effectiveness of your call center and enhance the a higher level customer satisfaction they're able to offer.
Examples of additional services include payment processing, scheduling showings for you, and integrating along with your CRM or database as a way to look-up tenant information easier and automatically create work tickets in your system. Whether these types of services sound right in your case often be determined by your size as well as the investment required to have the technology configured. When deciding whether to spend any additional money, make sure you factor in the time it requires you to definitely perform certain tasks, whether or not the changes will reduce or raise your invoice (by increasing or reducing call times), and whether having a more advanced answering services company will assist you to decrease vacancies and enhance the relationship you've got with existing tenants.
I hope these pointers you could make your call center experiences more prosperous. If you're working having a reputable answering services company and they're doing everything they can on the end, following this list needs to be all that you should make relationship profitable.
If you might have any feedback on using an answering service /call center with your house management operation, I'd wish to read your comments. Whether your relationship was successful or perhaps a complete disaster, I always still find it advantageous to talk to people and find out more about precisely what is working and what isn't.
Read More: http://www.masonre.com.au/