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How A Real Estate Inbound Call Center Can Help You Scale

As you start growing your real estate business, you’re going to run into a couple major problems: being able to answer the phone when a prospect or client calls and generating enough leads to keep deal flow moving.

To fix the problems, you have a few different options.

You can either remain the bottleneck in your business — answering all of the calls and making outbound calls to new prospects yourself.

Or you can look into hiring help.

Unless you have experience building teams, though, you could end up killing the momentum you’ve built in the business by shifting your focus onto finding the right people and then training them.

Which is where the third solution comes in: outsourcing to a real estate inbound call center.

An inbound call center can step in and start taking your incoming calls on day 1, without needing to be trained, so you can keep focusing on what you do best: moving deals across the finish line.

It’s one of the most cost-effective strategies you can use to start scaling your business without bogging yourself down in the training and operations management that comes with building your own team.

And in this guide, we’re going to break down exactly what these call centers are, what they do, why they’re so effective, and how they can help you close more deals every month.

Before we get into that, though…

Why Do Real Estate Companies Need A Call Center?

One of the biggest questions we get from agents and investors is why they actually need a call center.

The answer to that question revolves around how quickly the real estate industry evolves, especially over the last 4 to 5 years.

Today, companies need to be leveraging services like Call Porter to increase their speed-to-lead and the accuracy in their daily operations.

And do it without having to consistently hire and train their teams themselves.

Within a few hours, you can hand off your inbound calls, knowing they’re being handled by trained professionals who focus on booking pre-qualified appointments directly to your calendar.

Since call center agents can handle incoming and outgoing calls, it saves you a ton of time and helps you drive more deals into your business.

If you’ve ever missed a call because you were sitting down for dinner, or in the shower, or didn’t want to answer because you were in the gym, then a call center may be one of the best decisions you make.

With trained professionals taking the call, you guarantee you won’t miss them again.

And the people answering your calls are knowledgeable enough about your business and real estate to have an educated conversation with your prospects.

This human touch helps improve your client interactions.

Compare that to missing calls and then playing the follow up game where you’re going back and forth trying to get your calendar to line up with your client’s calendar — after you missed their first call.

What this also does, though, is make your real estate business look and feel bigger than it actually is.

By outsourcing your inbound calls to a call center, you immediately improve your business’s reputation.

Think about that for a second.

When you’re growing the business and missing calls, what image does it give to your prospects?

If you’re not able to take their initial call, do you think they’ll have the confidence in you to be there when they have other questions? Or potential problems come up along the way?

Shifting from looking like it’s amateur hour in your business to looking and feeling like an established real estate professional is as simple as outsourcing those calls to a call center.

Especially when your call center professionals are trained on everything from investment opportunities to the legal aspects of the transaction, being able to answer the questions your prospects are going to have.

When it comes to choosing the right call center, you have a couple different options to pick from, too.

Different Types Of Real Estate Call Centers

A good call center is going to become an integral component in your business, especially in your CRM.

In the real estate industry, these call centers are categorized two different ways:

  • Outsourced Call Center
  • In-house Call Center

An in-house call center is an internal division of your own company, operating as a full-time, dedicated team and focusing on handling all of your client communication and customer service issues and questions.

An outsourced call center, though, will service multiple companies and specialize in training their employees to cater to the specific requirements of each client, ensuring fully tailored support.

If you’re great at building a team, putting systems and processes in place, managing a team and holding them accountable to your goals, going in-house may be the solution.

However, if you’re just looking to grow your business and focus on getting deals across the finish line, an outsourced call center is going to fit more inline with your goals.

But What Does A Call Center Actually Do?

It’s more than just answering calls as they come in.

A good call center can:

  • Process your incoming calls.
  • Adapt to changes in your calling system and processes.
  • Develop, maintain, and update your client CRM.
  • Provide ongoing training to their staff.
  • Maintain accurate call tracking metrics.
  • Route calls based on a client’s specific needs.
  • Maintain high levels of efficiency.
  • Collaborate with different members on your team.
  • Enhance the quality of your customer service interactions.
  • Eliminate missed calls and upset prospects.

And this all happens without you having to be actively involved.

Your job, when you’re working with a call center, is to monitor your calendar, show up for pre-qualified appointments, and get signed deals.

Biggest Reasons To Outsource To A Call Center

If you haven’t already started to see how a call center can make it easier to grow and scale your business, let’s break it down for you in even more detail.

Cost Effectiveness

We’re not just talking about saving money here, either.

Because time is one of the most valuable resources you have as an agent or investor.

It’s a resource you can never get back.

Building and growing your own team is one of the most time-intensive aspects of building a business, while handing those processes off to a professional call center immediately buys that time back.

And when you look at the cost of services like Call Porter then compare those costs to what you would spend on building a team, you start to see an immediate ROI.

Improve Your Customer Service

Compared to running an in-house team, where your team members may be taking on multiple different roles or have their attention focused on multiple different areas, a call center focuses on one thing, and one thing only: helping improve your customer service.

Agents are professionally trained to handle the specific questions and issues that will come up with prospects attempting to engage with your business.

They provide prompt and professional responses and are armed with the expertise and knowledge in the industry to ensure increased customer satisfaction — which directly translates to more business for you.

Access Advanced Technology

If you’re building your team yourself, it’s up to you to stay on top of changes in technology while ensuring your team is also trained in them, too.

With a call center like Call Porter, though, you know that the business operations surrounding your inbound calls are always being kept up to date.

For example, call routing systems can transfer incoming calls directly to you (or someone on your team) based on the type of questions coming in.

This can dramatically reduce wait times for your prospects while also improving customer satisfaction.

Stay Flexible & Scale

If you’re building an in-house team, your attention is always going to be pulled back to team building and management any time you look to grow the business again.

With an outsourced call center, though, your operations can be adjusted based on what you need.

As incoming call volume increases, you’ll be given more resources to help cover the call volume without you being actively involved in implementing and overseeing it.

To give you an example, when call volume increases, more agents will be assigned to take your calls then, during slower call volume, those agents will be used on other accounts.

This flexibility and scalability makes it easy for you to focus on getting deals done while lowering costs and eliminating the time sink involved with building your own team.

Focus On Your Zone Of Genius

Let’s face it, you didn’t start your real estate business so you could answer phone calls all day.

In your day to day, there’s areas in the business that you’re amazing at, and other areas that you know someone else could help you with and probably do a better job.

If you’ve ever missed calls because you were busy, answering those calls is probably one of the areas that can easily be outsourced so you’re able to focus on what you’re great at.

For most agents and investors, that’s meeting with prospects and clients, helping move their deals forward, and getting deals completed.

Outsourcing your inbound calls to a service like Call Porter lets you focus back in on your zone of genius and eliminates the stress of having to constantly be available for incoming calls.

Increased Reputation

We touched on it a bit earlier but take a second to walk a mile in your prospect’s shoes.

If you wanted to get in touch with a professional service, you’ve taken the effort to pick up the phone and make a call, and then that person doesn’t answer, what does it make you think?

Chances are, you’re probably thinking they can’t actually help you or they won’t be available for you.

More deals are lost because of this than just about anything else in a real estate business.

By answering those calls, though, especially when you have a “team” answering them for you, it immediately boosts your reputation in the eyes of your prospects.

So Is A Real Estate Inbound Call Center Your Key To Scaling?

The answer to this question ultimately depends on where you are in your business.

If you’re trying to grow and have ever missed an inbound call because you were busy or felt like you could just call someone back when you were available, you probably need a service like Call Porter.

But it’s especially true if your focus is shifting into increasing your marketing or running direct mail marketing campaigns that will dramatically increase your call volume.

At a certain point, you’ll have enough incoming calls that your only options are to either build a team yourself or outsource your call answering to Call Porter.

Unless you have a background in building and managing teams, it’s always going to be more cost effective (in both time and money) to outsource your calls to the professionals.

You’ll get to focus on doing what you do best while knowing pre-qualified appointments are getting booked directly to your calendar and that your incoming calls are being handled by the professionals.