The property management industry is quite lucrative. According to Strategic Market Research, the market in the United States was worth $109 billion in 2022. On the global level, it is worth a staggering $650 billion. While property management seems straightforward, there is more to it than meets the eye.
In a nutshell, property managers are responsible for the day-to-day operations of a property. This includes screening tenants down to arranging for maintenance and repairs. Property managers that handle a few properties can take on those responsibilities with ease. However, managing several properties is a different story. This is where a property management call center can come in handy.
A call center guarantees that maintenance issues, tenant requests, and other emergencies are managed as smoothly and efficiently as possible. According to STAFFVIRTUAL, hiring a call center provides a lot of benefits. But with so many options now available, finding the best property management call center has become a challenge.
Fortunately, you can narrow down your options by keeping the following tips in mind:
Table of Contents
Consider Technology Integration
In modern property management, technology plays a key role. That said, it would be ideal to pick a call center that uses advanced technology. Make sure their systems are compatible with yours. This can help reduce errors, speed up response times, and improve communication efficiency.
To ensure your chosen call center uses technology that aligns with your needs, ask your prospects the following questions:
-
Can their technology continue to support you as your needs grow?
-
How do they handle technical issues or system outages?
-
What kind of training do agents get in terms of the technology they use?
Check Availability
Property issues and emergencies don’t follow a 9-5 schedule. Neither should your chosen call center. A call center that does not offer round-the-clock support won’t be able to address emergencies during the night or on weekends. Ideally, you should pick a call center that offers 24/7 support. This is especially helpful if you frequently encounter after-hour emergencies.
Aside from ensuring round-the-clock support, call centers that offer 24/7 assistance also enhance tenant satisfaction and operational efficiency. Here’s how:
Enhanced Tenant Satisfaction
- Fast response to emergencies: Tenants are happier when they can get help at any time. This is especially true when they encounter emergencies like security issues, power outages, and water leaks.
- Sense of security: Knowing they can access help 24/7 gives tenants a sense of security. It also gives them the impression that your management services are reliable and professional.
Increased Operational Efficiency
- Faster issue resolution: With trained agents handling calls 24/7, issues are addressed faster. Quick resolution eventually leads to faster turnaround times.
- Streamlined communication: A call center that’s available round-the-clock ensures all inquiries are handled right away. This reduces the burden on your in-house team. This also allows you to focus on core functions without being interrupted by tenant calls.
Evaluate Their Reputation
Conduct a thorough research of the call centers you have shortlisted. Get an insight into their performance by reading online reviews, clients testimonials, and case studies. You can ask other property managers about providers they can recommend. Their feedback can also provide insight into the effectiveness and reliability of your prospects.
Reputable call centers proudly display their partnerships with big & recognizable brands. Established and well-respected clients suggest reliability and trust. Moreso, consider asking for references and give them a call to know their firsthand experience with the prospects you are considering.
Test Their Responsiveness
Before signing on the dotted line, you need to assess the responsiveness of your shortlisted vendors. Testing their response time can help you gauge how they operate under pressure. Conduct a series of test calls at different times which can be done during late nights, peak hours, or during weekends.
Take note of how quickly calls are answered. You need to also pay attention to how long you are placed on hold. During the call, observe how the agent handles the inquiries or complaints. Do they provide concise, correct, and clear information? Are the solutions they offer correct? Keep in mind that the accuracy of their response is just as important as their speed.
