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.
January 29, 2018
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.
Fill out this form to learn more.
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.
What happens when your leasing team answers a prospect call? Do they ask the right questions? Do they ask to schedule an appointment? Learn how to build a winning strategy for measuring your team's performance on calls, so you can identify trends and areas that need improvement.
Are you guilty of believing these three customer service myths? Learn what they are and how you can overcome them, so your leasing teams can perform at their best.
2023 is going to be a big year for AI in the multifamily industry. And so far, ACE™ Virtual Leasing Assistant powered by LeaseHawk has already released a host of new enhancements—with even more powerful features to come.
LeaseHawk announces a new, higher level of artificial intelligence-driven technology to ACE, its cutting-edge virtual leasing assistant. ACE can now automatically nurture highly qualified apartment leads and residents to increase leasing velocity.
Multifamily Leadership welcomed LeaseHawk to their studio to discuss what new technologies can give leasing teams their time back and fill these often-inevitable gaps. Learn the strategies forward-looking apartment management companies are now using to drive success during this exclusive interview.
Get the latest multifamily news, how-to's, infographics and more delivered right to your inbox.
