Williams Estates are award winning estate agent specialist in residential sales, lettings, and
commercial property, covering from Chester to Llandudno along the North Wales coast. With high
call volumes, and a high-street presence in Denbigh, Ruthin, Rhyl, Rhuddlan, Prestatyn, Mold and
a busy lettings office, Williams Estates was aware their telephone system wasn’t performing well
and contacted In2Com seeking improvements. Main concerns included general call handling
procedures, the need to record calls and how to deal with unanswered calls overflowing to an
expensive telephone answering service. Any proposal also needed to be simple to manage, and
flexible to allow for changing business requirements.
Our first meeting was very productive, whereby we discussed how a cloud-based VoIP call centre solution could be implemented to benefit their business and resolve their call handling concerns. We then agreed to collect more details regarding workflows from the office managers and began to develop a call centre plan for each office and call service user agent. With multiple office phone numbers, various staff rotations and sporadic availability our call centre proposal was built around multiple hunt groups, call queuing with professional music on-hold, and would be based on service user agent availability. We also built in automatic rap-up call timing to allow time for the agent to finalise the customer’s account following a call to reduce the stress on a busy day and SMS queue call-back for those exceedingly busy days so the customer always knows they would be contacted shortly thus replacing any need to use a telephone answering service in the future. The back office, valuation and site visiting staff also gained fully integrated WebEx for internal correspondence and video conference calls aiding productivity for activities such as property condition reports. The outcome delivered a simple to use hunt group program, whereby a service user simply needs to sign-in and begin work. With call recording and call logs always available to the quality management team they can now access reports effortlessly to assist with customer issues whenever required. The overall call centre solution built around modular service assignment, on short 30-day contracts, is entirely flexible allowing for significant changes without a financial penalty.
