Telfin analyz the most popular communications services for real estate companies and identifi the most common scenarios for popular communication services their use.
The study allow us to form a portrait of a user of virtual telecom solutions from popular communication services among real estate agencies and development companies. The study was conduct based on user account data from among Telfin clients popular communication services.
Scenarios for using numbers
Real estate agencies usually choose a minimum number of communication services to israel phone number list work in local markets. About 60% of real estate companies purchase 1-2 numbers. These are mainly Moscow and St. Petersburg phone numbers, which are often used to popular communication services enter the federal level and link to cities with the most active real estate market. However, it is worth noting right away that when using a small number of numbers, companies connect additional extension lines to significantly expand the channel capacity of the corporate telephone network.
About 13% of real estate agencies purchase up to 10 numbers for private use by realtors at sites. Another 14% use from 11 to 50 numbers in their work. These two indicators directly depend on the number of employees in the company and the number of offices throughout the Russian Federation.
10% of companies refuse to purchase virtual phone numbers at all, as they continue to use existing mobile and landline numbers for communication, which can be easily connect to virtual PBXs using SIP settings.
Minimum entry threshold for connecting telephony
Telfin’s research allow us to determine the entry threshold for connecting telephony to real estate agencies and formulate a certain minimum package of the most popular services. As statistics show, virtual numbers and cloud PBX are the necessary minimum for modern real estate agencies. Individual realtors and agencies at popular communication services the initial stage of their journey choose complex solutions with different call processing schemes to automate business processes and speed up the processing of customer requests. Here, there is a fight for every client, so agents must stay in touch around the clock, while on vacation, on a business trip or at the site.
For private realtors and small agencies with a staff of less than four specialists, solutions that combine PBX, a virtual number and integration with CRM are not attractive due to the higher price compar to mobile communications – this is what individual specialists usually limit themselves to. Agents themselves look for clients, process transactions, conclude contracts and receive a percentage – in such a scenario, there is no task of monitoring dialogues and systematizing information.
When do agencies think about quality control?
Agencies think about quality control of employees’ work when marketing activity appears and the popular communication services company spends money on attracting incoming requests. In this case, the business wants to get the maximum return on the funds invest in promotion. Therefore, it is important at this point to connect a minimum set of services: this is a virtual PBX for the requir number of extensions according to the number of employees, city and/or mobile numbers, integration with CRM and extend storage for call records.
In order to see how agents process applications
Agencies also additionally use call recording, storage, connect call quality assessment and speech analytics . In the extend scenario, it is already possible to special resource receive information about keywords, see all information about the client in the call card. For example, thanks to the connected speech analytics services, agencies can track transactions bypassing the company and transferring clients to the employee’s personal number, and companies also get the opportunity to control any unwant words or formulations. Such a set of services makes the work of agents more transparent, and their attitude more responsible.
Virtual numbers allow us to optimize communication costs – we have a fixed price per number without taking into account the cost of incoming traffic. It is possible to flexibly configure communications with clients, change call processing rules online, use different numbers to receive calls from different regions and from different advertising platforms. All this improves the quality of service and helps control the effectiveness of marketing campaigns. In pilot mode, we connect speech analytics of calls to assess the quality of customer service, as well as analyze the level of preparedness and efficiency of our operators. Definitely, the analysis of this data will allow us to quickly identify errors in the work of operators, as well as determine the mood and readiness of the client for further work
It is worth noting that the top 10 communication services also included the service of sending and receiving SMS. At first glance, such a text format of communications can be easily replaced by instant messengers. But today there is no guarantee that the popular communication services client has the necessary messenger, so working with Telegram or WhatsApp is not as effective as classic SMS messages. The real estate market is characteriz by the use of short messages to a mobile phone in the format of a business card at the end of a conversation. The second option for using SMS is informational mailings. When an agency finds a suitable option for a client in the real estate system, it sends a short informational SMS to the buyer. An SMS message for the current day is the main means of fast and guarante delivery of text information to the addressee.
The top ten most popular services include the service for receiving and making calls via Telegram (Telegram softphone). The service is most convenient for kcrj foreign trips and in countries where SIP telephony is prohibited. For example, such regions include the United Arab Emirates, which is popular with real estate agencies today, where IP telephony is prohibited by law, but there is the possibility of using messengers.
When choosing a property
The emotional component can be very strong. The agent needs to understand the pains and expectations of the customer. It is very important to establish contact with the client from the first time. This can be difficult to do when organizing remote sales. Modern telecom services help expand the geography of clients and use a variety of communication tools in conjunction with each other in the work of agents: a website, telephony, instant messengers, video conferences, etc. With their help, you can send a photo of the property, show the view from the window of the house in real time, get acquaint with the management company, remotely agree on all issues with a lawyer. Such solutions help to interest remote clients, form a full-fledged perception of the property and motivate them to complete an online transaction as soon as possible
