In this Q and A we’re going to answer :
- How do outsourced staff make outbound calls for my real estate office?
- I’ve heard stories from other real estate agencies using outsourcing experiencing power and internet with their staff, is this true?
- Who checks on my real estate outsourced staffs’ work capacity and output?
Transcript of the video:
Damien Barnett from Affordable Staff and welcome to our RAW Q&A session around outsourcing.
We’ve created these series of videos for businesses that have considered outsourcing and they have genuine questions or concerns that need answering.
The format? 3 questions and 3 answers based on over 275,000 hours of outsourcing experience.
Let’s get into it
How do outsourced staff make outbound calls for my real estate office?
There are a number of different ways that outsourced staff can make outbound calls for your real estate office.
Some of the most common ways are:
- Setting up a skype number (although this does have some limitations like blocked numbers on some phone networks)
- As an extension of your existing phone network
- Hosted PBX system
The last option (hosted PBX system) is basically like your old PABX systems you had set up in your office, except they run on the Internet and as a result they are a lot cheaper to set up and you can set up a local number that you assign to your staff in the Philippines.
If you are working with an Outsourcing company then they should be able to point you in the right direction so that you don’t waste your time and find the best fit for your business.
I’ve heard stories from other real estate agencies using outsourcing experiencing power and internet with their staff, is this true?
It can be…
When I talk to people that are experienced in outsourcing they mention the issues you can have are:
- Unstable Internet
Let’s break these down:
With power, it’s common to have power shedding especially when it’s a really hot day and commercial areas switch up their air conditioning. The first thing the local power grid does is divert power from residential areas to the commercial areas to handle the load.
So if you have a person that’s working from home for example then they will be the ones that have the brown outs.
Unstable Internet can impact the performance of calls and Internet. When you’re getting people in your agency to handle calls, you have to have a reliable internet connection to make sure your not getting drop outs and echos. The minute you have that happen we’ve noticed clients start to complain and lose confidence in the agencies service. This happens especially in Real Estate. As a side note, we prevented any of these issues by setting up a high speed fibre connection to our office in the Philippines.
And Roosters… this is exactly as it sounds with outsourced staff handling calls and people commenting on the sound of roosters in the background. The obvious issue is the perceived professionalism of your business when it sounds like your staff are working in a farm shed.
All of these issues are of course is easy to overcome by ensuring they’re working in professional managed offices.
Who checks on my real estate outsourced staffs’ work capacity and output?
Question…. Who checks on the work capacity and output of your local staff?
When we work with clients we start with an idea of tasks and the times it should take to complete those tasks. We also use multiple software’s to screen track and benchmark their performance. We also have supervisors that monitor the outsourced team and flag any potential issues they see which is communicated to the account manager and they contact YOU, the client.
With all of that in mind like your local staff you will still need to monitor and engage your outsourced staff’s work capacity and output, especially as your business is unique and there are certain things you no doubt do in a particular way.
Ok, that’s it
If you’d like to find out more about how outsourcing can work within your business you can call us anywhere within Australia on 1300 139 482.
This is Damien Barnett from Affordable Staff showing Australian businesses how to achieve business efficiency through outsourcing.