It’s Time to Hang Up on Call Centers
Leasing offices miss nearly 50% of all calls. If you’re using a call center to pick up the slack, your prospects may be getting a less-than desirable experience.
People
It’s leasing season! The phones are ringing off the hook and your leasing staff is feeling the pressure. We know that missed call rates in the multifamily industry hover near 50%. That means your team is missing opportunities to lease. And those opportunities are going straight to your competition.
Properties often turn to a call center to help pick up the slack. Initially this seems like a good idea—callers don’t like leaving a voicemail and they certainly aren’t sitting patiently by the phone waiting for your busy leasing agent to call them back. The perceived view when the caller reaches the call center employee is that they are talking to the property and are getting the specific information they are looking for from a reliable source familiar with the community.
The reality is different.
Call center employees are not your employees.
Your callers may be faced with the following:
In addition, process changes at your property can be implemented quickly and monitored for effectiveness. Making any changes at the call center level takes time and training that is not under your control.
If you are wondering about options, you might consider utilizing a virtual leasing assistant. ACE AI, LeaseHawk’s virtual leasing assistant, leverages AI (Artificial Intelligence) technology for a cost-effective way to handle high call volume traffic and back up your leasing team when needed. Affordable and customizable by the client, ACE AI harnesses the same technologies that Google assistants and Amazon Alexa use to provide a smooth and convenient conversation based on the specific needs of the callers.
To learn more about this innovative use of AI, visit leasehawk.ai.
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Leasing offices are bursting with activity from property tours, the phone ringing constantly, and residents coming in with requests. It is nearly impossible to answer every call that comes in. Consider these pros and cons before hiring a call center or answering service to help your properties.
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UDR has seen significant cost savings and increased prospect conversions since implementing ACE™ Virtual Leasing Assistant from LeaseHawk. According to Scott Wesson, UDR’s Chief Digital Officer, “By implementing ACE, UDR is on track to reducing its operating expense for managing calls by 65%.”
The LeaseHawk and Apartments.com partnership includes full integration of ACE™ Virtual Leasing Assistant on listings, so renters can enjoy instant and conversational responses to leasing inquiries. This partnership promises to streamline the rental process and create a lift in prospect conversion.
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