Case Study
Delivering high quality qualified leads through effective questioning whilst ensuring conversations feel natural and create CX that is tailored to the customer’s specific needs.
Housebuilding
Inbound Customer Service,
Sales & Outbound Sales
Voice and Email
English
sales opportunities converted against a target of 48%
Calls answered / 30,481 sales calls taken
increase in qualification details captured over 3 month period
Create a seamless sales experience for customers across new build properties, resale properties, tenure options and product types.
Deliver high quality qualified leads through effective questioning whilst ensuring conversations feel natural and create CX that is tailored to the customer’s specific needs, properties, tenure options and product types.
Improve customer contact strategy for internal departments to enhance efficiency of query handling, increase responsiveness, and improve first-point resolution.
Navigating two separate CRM systems, our telephony software Twilio, a client booking system plus an internal intranet, our Brand Ambassadors deliver exceptional customer service backed by in-depth product knowledge. A bespoke telephony script provides access to resources that quickly identify the type of call received and handle the call effectively, including transfer functionality, embedded contact information and prompted scripting.
We ensure that every customer leaves the interaction with confidence and an excellent first impression. Through comprehensive training, our team is equipped to seamlessly discuss various product types, tenure options and support services with our customers, establishing us as a one-stop shop for information. By utilising qualification questions at the first point of contact, we generate detailed leads that guide future sales conversations with our consultants. This approach enables us to make relevant and appropriate recommendations tailored to our customer’s unique needs.
McCarthy Stone and Ventrica recognise that purchasing a property is a significant decision, often made during potentially vulnerable times. We prioritise conducting conversations at the customer’s pace, ensuring an appropriate tone and empathy is used throughout the process, thereby fostering trust and providing a supportive experience.
With the introduction of customer triage for property management calls and external business inquiries, our team can efficiently gather the necessary details and ensure queries are promptly escalated to the appropriate department for resolution. This effective escalation process at the first point of contact minimizes the likelihood of repeat calls from customers, allowing us to deliver a more consistent and reliable service.
