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Estate agents: Can your telephone system cope with the 24/7 society?
Posted by Caroline Moore on 02/04 at 11:12 AM Estate agencies, On-premise telephone systems, Unified communications, Estate agents,
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The way people look for a new home has changed in line with the world’s move towards a 24/7 society. While most estate agencies have embraced the online property platform revolution, others have gone one step further by making sure they are on the other end of a phone when potential buyers are looking to book viewings outside normal office hours.

Having bought a new house recently, I can bear testament to the fact that all my house browsing took place online post-6pm. I did not look in the local newspaper, I did not look in estate agency windows and I did not call up and ask for a brochure.

I looked at Rightmove and Zoopla and then made up my mind up about which houses I wanted to view. I did not email the estate agents, as invited to, as I wanted to speak to someone to timetable my viewings in a way that suited me. But I had to wait until the next working day to make my calls.

My story is not a unique one. Most house buyers will use online facilities to make their search. Estate agents are fully aware of this and many are going one step further to make sure they are on hand to answer incoming calls about viewings.

Bradleys, not one of my local estate agents unfortunately, has invested in a modern VoIP telephone system that can handle calls made between 6pm and 10pm to capture the queries that come in during this peak browsing period* for mobile devices.

This does not mean a member of staff has to work alone in one of their branch offices but rather works from home with a handset and access to the estate agency’s business software to receive calls and book viewings.

Bradleys is leading the way among estate agencies in the South West with this service, and many more are sure to follow if they have the right communications technology in place or are willing to invest in it.

And as our society moves ever closer to a 24/7 culture, Bradleys will be in prime position to answer calls at any time of the day or night to take them one step closer to securing a sale.

*Source: Rightmove report December 2013

Posted by
Caroline Moore's avatar
Caroline Moore on 02/04/2014

Former newspaper journalist, Caroline joined the company in 2008 with no previous knowledge of the industry.

She set about stripping back all the jargon to produce plain English marketing collateral to support the sales teams. Now slightly more well-versed in the dark arts of voice, connectivity and data services, Caroline writes blogs, case studies, data sheets and social media updates to engage with potential and existing customers.

This industry is far cry from her previous working life when she worked as communications manager for Exeter Chiefs and Northampton Saints.