Call Capture For Your Real Estate Business Growth
The real estate industry has been, and will always be
, one of the most competitive in the nation. With the recent rise and fall of home prices, combined with a mortgage market unlike anything seen in the last thirty years, staying current as well as flexible is a must for success. One tool that many real estate agents now use to help ensure they do not miss a potential sale is call capture technology.
Call capture is a simple method of making sure that no call gets missed. To begin, a business or agent will purchase and register a call capture number that can then be displayed on business cards, signage, and other promotional items. When a customer calls the number, looking for either general information or specifics about a property, they will be provided with an easy-to-use menu that will offer a number of options. If it is during business hours, the number will allow the call to be routed through to a land or cell phone line for immediate answer by a live person. This can ensure that a customer gets personal service from the beginning of the relationship, which helps to build both trust and rapport.
If it is outside business hours or all lines are busy, call capture technology allows for the creation of multiple voicemail boxes and also recorded information clips about a particular property. This allows prospective clients to preview a home they are interested in, even if they cannot physically get inside. A few elements of description of the property can help a customer make a decision about the home before the business relationship goes any further.
Call capture numbers fall under the "90 day business inquiry" rule, which means that they are able to legally capture caller information and agents can call back without fear of violating no-call rules. This storage of information allows for an agent to obtain specifics to present to customers, based on the area they are calling from, the informational extension they dialed as well as whatever detailed questions they may leave on their message. In addition, call capture numbers operate day or night, 365 days a year. This means that a customer driving by a property at midnight can still call in, get info, and leave a message. If no number was available, it is possible the call could be lost forever as the client may change their mind or forget their original intentions. Call capture provides immediate contact.
This technology can also help businesses turn their leads into sales by enhancing the customer service experience. Once a call has been received and logged by the system, an agent can go to work obtaining all of the specifics about the house the client was inquiring about, and also obtain information about similar homes in the area. The information accessed by the client in the system, as well as the message that is left, can help prepare an agent for any questions that may be asked, and can assist in taking the purchase to the next level - a tour of the home.
Although call capture can be of great benefit to a real estate agent, it must be used properly in order to achieve success. A poorly-managed call capture number, one with outdated or missing information, can do a business more harm than good. In order to ensure that the capture number is being used to its fullest potential, agents must be diligent in updating the recorded information as houses are sold or as prices change. These recordings also need to be up-front, quick, and descriptive. A recording with no real information or one done in a bored or uninterested tone will immediately put a client off, and could cost the agent a sale.
The most important thing to remember about call capture is that it does not, and will not, replace direct communication. Messages left on the system need to be returned as soon as possible, and must be free of generalized sales pitches or glowing speeches devoid of informational content. Call capture aids in disseminating information and helping to interest clients in both the agent's services and the homes that are for sale, but the technology cannot do the job alone. Personal communication in a timely manner will help to take call capture out of the realm of merely helpful and allow a business to truly prosper.
by: Brandi Armstrong
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