According to new research from telephone answering and outsourced switchboard specialist, Moneypenny, property receptionists answered the highest volume of calls between 10am-11am on Tuesday – suggesting that agents are most under-resourced at this time.
This was followed by 9am-10am on Tuesday and 9am-10am on Monday. At weekends, calls peaked at 11am-12 noon on a Saturday.
Samantha Jones, Commercial Manager for Property at Moneypenny, said: “We analysed thousands of calls to our property receptionists over a 12 month period. From this we saw a number of trends emerge with the results identifying the times of the week that our team answer the most calls on behalf of estate and letting agents.
This could be for any number of reasons. We know, for example, that many of our clients choose midweek mornings to divert their calls to us whilst following up weekend appointments, completing valuations and tenant inspections or prospecting. Perhaps Tuesday is the most effective day? Whatever the reason, the findings indicate that agents are most likely to be under-resourced at these times.”
Samantha added: “We constantly monitor our call volumes to assess and identify trends so agents can ensure they have the correct staff resource in place. Not only is this important for their productivity and the long-term well-being of staff, but it’s also crucial from a customer service perspective. When calls go unanswered, are directed to voicemail or a promised call back doesn’t materialise because staff are too busy, it’s hugely frustrating for buyers, sellers, landlords and tenants.
Over time these missed calls can add up to a lot of lost revenue too. Virtually all communication – whether by email, text or phone call – these days comes with high expectations of an immediate response. Of course, this isn’t always easy, but by better understanding a client’s needs and behaviour agents can take steps to provide the great customer service they are striving to achieve.”
Other key findings from the research highlighted that August has been the busiest month of the past year. Overall Friday was found to be the busiest day of the week for property receptionists at Moneypenny, with 10am-11am on average the busiest time.
In contrast, the quietest time was 2pm-3pm on Thursday.