24/7 CUSTOMER SERVICE
24/7 CUSTOMER SERVICE
24/7 CUSTOMER SERVICE
Thinking of creating an in-house customer service team? Consider hiring an external team first. Outsourcing your calls to The Custom Call Center guarantees that you have resources experienced in both property operations and leasing. Our team is hand selected to ensure each representative has extensive knowledge and experience in the field and undergoes rigorous custom service training.
CALL OVERFLOWS
24/7 CUSTOMER SERVICE
24/7 CUSTOMER SERVICE
High call volume? We can help!
We offer overflow support services to help you address high volume call, email and chat days. We operate as an extension of your team and will respond to tenants so that general inquiries are one and done, escalating those that require management attention. With our flexible and efficient service, you can focus on your core business while we handle the overflow, ensuring that no inquiry goes unanswered.
AFTER-HOUR SERVICE
24/7 CUSTOMER SERVICE
AFTER-HOUR SERVICE
With our reliable service, you'll never miss an opportunity to attend to urgent matters.
No matter what time of day or night, you will always have experienced representatives attending to your tenants needs. Our team excels in managing after-hour service calls, swiftly routing them to the appropriate personnel for immediate action for urgent matters. This ensures that your tenants receive the appropriate assistance they need.
PROSPECT SUPPORT
PROSPECT SUPPORT
AFTER-HOUR SERVICE
Our dedicated team understands the critical role prospects
play in your business.
Our representatives specialize in efficient and effective appointment scheduling. We collaborate closely with your leasing staff, sharing appointment and lead information daily to keep your business moving forward. With customizable service tiers designed to meet your specific business requirements, we're committed to supporting your success.
TENANT SUPPORT
PROSPECT SUPPORT
OUTBOUND SUPPORT
We understand the urgency of tenant requests, ensuring that every issue is promptly addressed. For urgent matters, we immediately reach out to on-call superintendents and your designated vendors to dispatch service in emergencies. We then follow-up to ensure that they are completing their service level agreements. You can trust that your maintenance needs are in capable hands, allowing you to focus on other aspects of your business with confidence.
OUTBOUND SUPPORT
PROSPECT SUPPORT
OUTBOUND SUPPORT
We can make the calls that your team doesn't have time to do.
We can confirm appointments, follow-up on maintenance requests to ensure tenant satisfaction and respond to positive or negative tenant reviews to gather information to assist with tenant satisfaction and brand reputation management. We can also support you with your upcoming marketing campaign to drive prospects to new lease ups or acquisitions.
BENEFITS OF THE CUSTOM CALL CENTER
CLEAR COMMUNICATION: Our representatives are fluent in English as well as several other languages. Each representative is vetted for their communication skills and accuracy in delivering responses, both verbal and written.
PHONE, EMAIL, AND LIVE CHAT: Our representatives utilize your phone, email, and live chat to provide consistent support so that prospects and tenants receive a seamless experience regardless of whether they are communicating with your team or ours.
24/7 AVAILABILITY: Our representatives are available sun up or sun down no matter what the time to ensure that your tenants receive support when they need it.
SOFTWARE AGNOSTIC: We leverage your existing property management platform to support your tenant inquiries. Our representatives are trained across all major applications such as Yardi, Entrata, MRI, RealPage, Rent Manager, AppFolio, and many more, allowing us to onboard and provide you with service quickly and efficiently.
HIGHLY TRAINED REPRESENTATIVES: Each representative attends extensive training in communication and customer service prior to interfacing with your prospects and tenants. All communications are monitored daily for quality and representatives receive regular feedback in order to ensure consistency in their delivery and overall performance. All training is conducted by industry leaders with 30+ years of experience in Information Technology, Leasing, Property Management, Training, and Customer Service.
CCC METHOD: Our method emphasizes three key factors of support: Courtesy, Clarity, and Compliance. As part of their training, our representatives receive extensive communication training to address the average inquiry. However, we do understand that there are times when callers have a genuine emergency, and so our representatives are trained to remain calm in order to properly assess the needs and provide the appropriate level of support. Our Management Team is available for escalations and monitors for compliance, quality control, adherence to policies.