Key Benefits of Outsourcing Calls in Property Management

Outsourcing calls in property management can enhance how businesses handle tenant interactions and manage workloads. It could also reduce operational costs, among other benefits.

Outsourced call centers offer a range of benefits, from handling after-hours calls to managing high volumes of tenant inquiries. Their services allow property managers to focus more on the strategic tasks of daily communications. They also provide access to the latest customer service technology. This can help you explore various outsourcing options to find solutions that best suit their needs and enhance their operational capabilities.

If you want to learn more about how a Property Management Call Center can benefit your property management business, continue reading our blog. We will share how outsourced call solutions can transform your operations and lead to more satisfied tenants.

Overview of Call Outsourcing in Property Management

Call center outsourcing entails hiring a third party to handle calls, surveys, and other local or offshore operations. It allows companies to concentrate on their core goods and services and frees up time for business development, marketing, and sales.

For property management companies, outsourcing calls is essential. They serve as their primary point of contact with customers, and a broken line could hurt your business. However, finding the ideal call center provider for your company can be quite challenging at first. You must understand your business needs and requirements so you don’t get lost in the process of finding one. 

Call outsourcing can be an expensive mistake if done without research. To ensure successful call center outsourcing, consider these factors:

Location

The Philippines is an ideal location due to its fast-growing call center industry and low wages. Filipino agents have specialized skills that make them valuable to international companies outsourcing their operations. The government also supports the outsourcing industry, so dealing with legal processes won’t be a problem.

Pricing

Outsourcing is increasingly popular due to service rates, but it’s vital to consider the overall value of the services offered. Choose a cost-competitive call center provider with experience, infrastructure, and an expert workforce to deliver consistently, rather than just the lowest bidder.

Range of Services

Partner with a call center that offers a wide range of services for both inbound and outbound services. Remember to go over the whole offer for better growth support. Be clear about the services you want to outsource.

Language Skills

The call center agent’s accent is crucial for establishing a connection with customers. Customers like Filipino representatives because of their neutral accent and fluency in English. This has been a big contributor to the Philippines’ booming call center industry. They’re also known to be hospitable and empathic which helps in building rapport and connection and providing a better customer experience for your clients.

Enhancing Tenant Communication and Satisfaction

Outsourcing calls expand customer support and enhance customer relationships. Expert call center agents provide expert service. They help retain brand loyalty and generate qualified leads that can increase profits. Customer experience is crucial in a competitive market. 32% of customers will stop doing business with a brand even with just a single bad experience.

The biggest benefit you can get from outsourcing calls is having 24/7 customer support. This guarantees that companies may respond to inquiries and problems long after they close. Call centers ensure that you don’t miss out on opportunities. They can improve tenant satisfaction since your clients feel that they can rely on you at any time.

Trained call center agents can handle property management-related inquiries. Providing prompt and professional customer service leads to higher tenant satisfaction. Call centers also offer multilingual support, especially for global clients. They are competent and have the necessary industry knowledge to interact with tenants. Having highly skilled agents can help enhance tenant communication.

Cost-Effective Management Solutions

Outsourcing call center management saves money on a lot of things, like:

• office rent
• infrastructure
• equipment
• maintenance
• technology investment
• hiring and training customer service agents

Outsourcing call center operations lowers internal overhead expenses because it does not require hiring, onboarding, and training an internal team. They also provide the necessary equipment, so you won’t have to.

In-house call centers need a significant workforce, infrastructure, and specialized tools. Given the total cost of operations, outsourcing to a third party makes financial sense.  Service partners will handle your company’s daily operations for a lower contract fee compared to setting up an internal one.

Scalability and Flexibility in Service

Property management demands can fluctuate seasonally. Outsourcing to a call center gives you the flexibility to scale your team up or down during peak and off-peak seasons. This provides effective communication without the constraints of maintaining a permanent in-house team. Additionally, it enables maximum resource usage and minimizes customer wait times.

Outsourced call centers help property management companies adapt to changing business demands. It allows you to focus on core competencies and improve your business operations.

Access to Specialized Skills and Technology

Skilled employees can sometimes be hard to find among local talents. Outsourcing call centers offer trained support staff with technical abilities and access to advanced technology. They can easily handle different customer needs. They have the technical ability needed and can handle queries with speed. As a result, it enhances customer relationships and promotes business growth and development.

Partnering with a reputable provider gives you access to cutting-edge technology. You can improve data management, operational efficiency, and service quality without having to make expensive upgrades.

In general, call center outsourcing saves businesses money on technology, infrastructure, employee training, and other operating expenses. It lowers capital expenditures and operating costs.

Improved Focus on Core Property Management Tasks

Outsourcing call center operations enables companies to focus on core competencies, allowing resources to be allocated toward product development, marketing, and strategic initiatives. It also lets you maximize efficiency and gain a competitive advantage.

Call centers can save time and effort for businesses, allowing your internal teams to focus on their core tasks. Professional call centers can flex to meet high volumes and peak times. This enables efficient scaling and growth.

Enhanced Availability and After-Hours Support

The digital age has led to a growing demand for round-the-clock customer support services. Since customers are always seeking better customer service, businesses must always provide excellent assistance. It ensures customer satisfaction and helps companies stand out from their competitors.

Having an after-hours support team offers several benefits. While businesses can offer voicemail or callback services, these do not guarantee a favorable experience for customers. Having an after-hours support team helps avoid missing out on calls, especially on weekends. A 100% guarantee enhances customer experience and increases revenue opportunities.

Nowadays, tenants expect instant responses to questions about health and safety, maintenance, and payment concerns. Offering after-hours support enables your tenants to reach out at any time and place. It establishes a solid reputation and makes your tenants feel valued and important. This human interaction also enhances the customer experience and builds trust with your customer base. Having a dedicated customer support team is essential for businesses to succeed in the digital age. Tenant satisfaction is one of the most common bottom lines in property management.

Steps to Choosing an Outsourced Call Service Provider

Over the past 15 years, outsourcing has grown in popularity. A wide range of service providers have been competing for a share of the US$548.5 billion industry. However, because the market is so competitive and saturated, the quality of the service may sometimes suffer.

Some even argue that outsourcing providers underperform, and online scams are a concern too. Despite these challenges, outsourcing offers several advantages, which we mentioned above. It’s crucial to choose the right outsourcing provider to meet your core business needs, especially during economic downturns.

Step 1: Determine What Your Company Needs

Outsourcing can help companies reduce costs, increase productivity, and improve work quality. You can outsource non-essential tasks like administrative work to lower costs. Commonly outsourced functions are:

• Back-office (e.g., Human Resources, IT, and Accounting)
• Customer Support
• Sales and Marketing (e.g., Digital marketing and Telemarketing)

Step 2: Evaluate Potential Outsourcing Providers

The Philippines and India are popular destinations for outsourcing service providers due to their reputations in customer support and telemarketing. But finding the right vendor can be challenging due to the large number of outsourcing companies. Managing risks is also part of the assessment. Reaching out to local regulatory bodies and conducting due diligence on BPO services are two examples of risk management strategies. Google searches can also provide valuable results.

Step 3: Quality of Agents and Service

90% of Americans use customer service as a factor in deciding whether to do business with a company. Providing quality customer experiences requires access to knowledgeable, professional, and empathetic agents. Call centers provide you with trained and experienced agents and address evolving customer needs. 

The COVID-19 pandemic has heightened the need for skilled agents to handle customer interactions. Thus, it’s important to have expert agents who can deliver top-notch service.

Step 4: Contract Negotiations

Prioritize negotiations with outsourcing BPO providers and ask for contracts such as:

• Service Level Agreement (SLA)
• Memorandum of Agreement (MOA)
• Confidentiality Agreement (CA)
• Scope of Work
• Payment Schedule

Choose a vendor based on their value proposition, as outsourcing can help you survive and thrive in uncertain times.

Step 5: Consider Utilizing Customer Service as a Strategy for Business Growth

Customer-centric businesses are more profitable compared to companies not focused on the customer. That’s why companies need to focus on providing the best customer service. It can have a huge impact on a property management company’s bottom line. 96% of customers consider customer service vital for brand loyalty.

However, customer service is evolving due to changing business landscapes and consumer behaviors. Outsourcing can be a practical solution to improve customer experiences. That’s why choosing the right provider is a crucial step in outsourcing. Partner with a company with high-quality agents, service flexibility, and cost savings.

Unlock the Benefits of Outsourcing

Outsourcing call center operations offers cost savings, scalability, specialized skills, and advanced technology. Partnering with a reputable provider gives you access to many benefits of outsourcing. You can focus on core competencies, enhance customer satisfaction, and drive business growth. That being said, it’s critical to choose the right outsourcing partner.

That’s where STAFFVIRTUAL comes in. Our offshore teams are highly skilled and equipped with the best training to help them carry out their responsibilities. We have a proven track record of helping businesses optimize profitability and scalability. Contact us today to learn more about our property management call center service. We offer a free consultation to get you started on outsourcing! Visit our website and book a call today.

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Sources:

Experience is everything. Get it right. | PwC

Data Provider Customer Service: Don’t Settle for Less | SalesIntel

50 Stats That Prove The Value Of Customer Experience | Forbes