What’s The Best Option For Your Estate Agency: Telephone Answering Services vs. Employing Additional Staff

In the competitive world of estate agency, how calls and enquiries are handled can significantly influence client satisfaction and business efficiency.

Missed calls can lead to missed opportunities, unhappy customers and an increased workload making return calls.

Perhaps you’re concerned about missing too many calls and are trying to weigh up whether you should employ a dedicated staff member to manage your calls or opt for a telephone answering service. This article explores the pros and cons of each option, offering a balanced view to help estate agency owners make an informed choice.

Pros of Using a Telephone Answering Service

Cost-Effectiveness: 

Telephone answering services can be a more budget-friendly option compared to hiring full-time staff. There are no additional costs such as national insurance, pension contributions, or other employee benefits.

You’ll also benefit from flexibility that can’t be achieved with an employee. Generally, you’ll have a simple month-by-month contract that can help you cover short-term absences or seasonal changes in call volume.

This can translate into substantial savings, especially for smaller agencies or those looking to minimise overheads.

Professional Handling of Calls: 

If you choose a telephone answering service with experience in your sector, then they’ll be able to provide you with specialised support tailored for estate agencies, ensuring that all calls are handled with a high level of professionalism.

This can enhance your agency's image and improve client relations, as calls are always answered promptly and courteously.

Flexibility and Scalability: 

A major advantage of telephone answering services is their flexibility. They can handle call overflows during peak times answering multiple calls at the same time. This scalability ensures that customer service is maintained without the logistical challenges of managing extra staff.

Specialised Industry Knowledge: 

Providers that cater specifically to the property industry will often be able to provide additional services such as appointment bookings, qualify callers, and capture accurate details for every enquiry.

Consistent Availability: 

With a telephone answering service, there's no need to worry about managing staff absences due to sickness/ maternity/ holiday time etc. The right level of cover is always available, ensuring that client communications are handled consistently without interruption.

Cons of Using a Telephone Answering Service

Lack of Face-to-Face Interaction: 

One of the main drawbacks is the absence of face-to-face interactions. For some clients, especially in the high-touch real estate market, personal connection forms a significant part of the service experience. Not having someone on-site to greet and interact with clients can sometimes detract from the personal touch that many buyers and sellers appreciate.

Limited Training: 

While telephone answering services are proficient in handling general queries and managing communications, they may not retain in-depth knowledge specific to an individual estate agency’s portfolio as effectively as a dedicated employee would. This could lead to less detailed customer service or the need for callers to be redirected to in-house staff for complex inquiries.

Remote Relationship:

The nature of a remote service could impact the depth of the relationship between the service and the agency. Without regular, face-to-face interactions, it can be challenging to cultivate a strong, personal bond that often helps in-house teams anticipate needs and tailor services more precisely.

Lack of Local Knowledge: 

Remote staff may not be based locally and therefore may not have the same detailed knowledge of the local area, which can be critical in real estate transactions. This could potentially limit their ability to provide information or advice specific to the locality.

Inability to Attend In-Person: 

Virtual receptionists cannot represent the estate agency at physical meetings or inspections. They can’t provide cover for manning the office, opening/locking up (if you have premises) or making the tea!

Conclusion

Deciding between a telephone answering service and hiring an additional member of staff depends on various factors including budget and the job role that you need to be fulfilled.

For many estate agencies, the flexibility and cost efficiency of telephone answering services makes them an attractive option. The service can work alongside you and your team, complementing your service.

However, agencies that are looking to fulfil a role that requires face-to-face interactions may benefit more from having dedicated staff on site.

Ultimately, the choice should align with the agency’s operational priorities and customer service philosophy, ensuring that whichever route is chosen enhances the client experience and supports business growth effectively.

Try It for Yourself

The best way to understand how a tailored answering service works is to experience it. Your Office & PA offers a 14-day free trial, giving you the opportunity to see how easily our team fits into yours. You can test how the service sounds, make adjustments, and see how much time it saves.

You can try us free for 14 days to see the difference for yourself. Or call us on 0800 433 40 30 to find out more.