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Inbound! Estate agents are national No.1 at answering customers’ calls

Estate agents beat legal firms, doctors, phone firms and utilities for call response times, says new research.

Nigel Lewis

estate agents

Estate agents are the best at answering phones promptly, a major survey has discovered, beating utility companies, doctors, banks, phone companies and legal firms.

Waiting for long periods to get through to businesses is often a hair tearing and all-too often common experience for many people but only 5% of the respondents said they rate estate agents poorly for call handling times.

This compares with utility companies (33%), doctors (27%), banks (25%) and phone companies (21%). Only solicitors came near to estate agents at 6%.

The survey, conducted by Moneypenny, reports that overall a fifth of those quizzed reported waiting between one and five minutes to get through, and a quarter up to ten minutes.

45 minute wait

Astonishingly, 6% said they had waited between 45 minutes and an hour to get through on the phone to a company while 19% had given up.

People’s tolerance of long waiting times is greatest among the young and lease among those over 55 years old.

Link to Business Development feature“Since the start of the pandemic we’ve seen a marked increase in the number of property agencies calling on outsourcing call handling and live chat support because they recognise the importance of accessibility for their clients, particularly during such a busy time with the stamp duty holiday,” says Joanne Tattum (pictured), Head of Estate Agents Sector for Moneypenny, which has 2,5000 industry clients.

“Improving customer care has been a real priority for property agencies over the last decade so it’s great to see it recognised in these findings.”

Read more about in-bound calls.

February 12, 2021

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