Telephone Answering Services for
We provide comprehensive customer care services to ensure you don't miss out on potential new tenants while keeping your current tenants happy.
Our methods for streamlining your communications into one high quality,
cost-effective package will improve you and your tenants quality of life.
Our Customer Service Agents Help Keep Your Properties Filled and Tenants Happy
Check out this brief video highlighting the services that Select Call Centre provides to property management companies. Our decades of experience have helped us sharpen our service to create a great customer service experience for both our customers and yours.
Challenges Property Managers face
and the Solutions We Provide
When an issue happens, like the heater goes down, we are bombarded with tons of calls at one time.
Our large team is always ready so we can manage traffic spikes. In these cases, we will also set up a recording letting people know the problem is being handled, leading to quick problem resolution and happier tenants.
Your in-house management team will have a reliable support structure behind them. The experience for everyone involved is far less stressful.
Simple issues are not always taken care of the spot, wasting time and resources.
Our team is focused on one call resolutions, and we are proactive about finding answers and solutions on the spot. We achieve this by building great accounts and empowering our agents to request information if they ever run into a problem they can't solve.
Our process leaves your clients happy and ensures your account is constantly improving - becoming more efficient and effective.
We have complex on-call lists and multiple vendors for different problems.
We are experts at dealing with call distribution and on-call lists. We make real-time changes and have the knowledge and expertise to know who to call in every situation. This is a major advantage we have over our competitors, and a major value to our customers.
Your calls always go to the right people, and there is always a record of when it was received and what took place.
Our on-calls deal with both urgent and non-urgent issues because we don't have a filter in place.
Every call needs to be answered, but not every call requires attention now. Our team knows how to manage calls, give one-call resolutions, and determine if something is time sensitive. We only contact your on-call when absolutely necessary.
There is a clear benefit to the callers, who get their problem acknowledged and resolved. Your on-call staff will appreciate less distractions and higher quality of life. Your company will be more efficient.
Property Management - Call Centre Integration Case Study
Motivation for Improving Communication
A large property management company was managing multiple elements in their communication network. They were using a call centre in the Philippines for some of their calls. Then, they had an in-house reception handling day time calls. Also, their site managers were responsible for answering other types of calls. The problems had become apparent: none of these teams were communicating with each other. Calls came into the wrong places. They weren’t being recorded properly. Information was repeated or missed. Hold times were high, and frustration even higher. The team had come to believe that this frustration was the nature of the work.
Select was handling after-hours calls for some of the properties under their management. They called us in for a face to face meeting where we presented options for consolidating services under one roof. During the meeting, we were able to go over a long “wish list” that the general management team had only dreamed possible. In some cases, the solutions we offered were exactly as described. In other cases, we were able to solve the problem in a better way than imagined. The meeting plotted a map for a new “customer care centre” concept.
Integrating the Answering Service
Due to the complexity of the consolidation, the set up took three weeks. We ported their existing numbers into our network. We built the account to track usage across users and departments, giving new insight into the patterns of communication throughout their organization. Our agents studied their website and software. We then built out a script that helped identify people and information in a wide range of situations. Finally, we helped their internal team learn to set up recordings for making announcements.
A Better Way of Communicating
“Like night and day!” was how they described their new telephone answering structure. The clear call definitions cut down the amount of unnecessary distractions. When tenants called in, they commented about how much they enjoyed the new system. When the company received their first monthly report, they were impressed by the new information they had in their hands. Remarkably, they had even been able to reduce the cost they were paying monthly while improving the quality of the service they provide.