Contact Center Solutions Featured Article

RealPage Looks to Ignite Lead Generation with Instant Call Reply

April 21, 2014

Regardless of the industry, sales teams and marketing personnel have a common goal: capturing higher quality leads and accelerating their conversion. RealPage, which provides comprehensive property management software, has understood how important it is to reach out to prospects and strike while the iron is hot; hence, it has added an email service enhancement -Instant Call Reply -to its contact center leasing suite.

Instant Call Reply does what it says; it follows up on a prospect email with a standard email response and a personal phone call. This apparently does make a huge difference, illuminated by the ignition of lead generation.

“By following up on a prospect email with a phone call, the site visit ratio can increase upwards of 400 percent over a traditional email response because you are reaching out to prospects while they are actively engaged in their apartment search,” said Mike Daley, senior vice president of the RealPage Contact Center.

This is surely a huge booster for housing owners and operators who use this service, for they can deliver greater customer service to prospects and realize faster turnaround on appointments set for property visits. The contact center estimated that because of this service, two-thirds of prospects reached with a phone call set appointments to visit the property.

Instant Call Reply leverages the RealPage contact center associates, whose sole focus is the servicing of incoming leads, providing more information and setting appointments. This in turn leaves staff to free to focus on other aspects of resident service.

Typically, it has been assumed that the way prospects contact the contact center indicate the way they want to receive a response, but that apparently is not so. There’s nothing equal to receiving a phone call, for it makes prospects feel that they are receiving individual attention and that too almost instantly. That’s why the Instant Call Reply service appears to have had a great positive impact.

“Since we implemented the Instant Call Reply solution last September, our visit set ratio increased 300 percent for email leads. We were able to capture more email leads and reach more prospects to set visits,” noted Virginia Love, vice president, leasing and marketing at Waterton Residential.

The RealPage call center is committed to keeping residents happy with quick and efficient responses to service requests, and Instant Call Reply is yet another effort in that direction.




Edited by Maurice Nagle

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