For estate agents
Out on a valuation, and nothing missed at the branch.
Enquiries, bookings and the questions once a sale is agreed. Have a team of ours do the work, have us set it up, or ask us how it should be organised.
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What we do
Selling a home takes a valuation, a run of viewings, an offer and months of waiting. We help with the calls and messages each one brings. A team to do the work, the set-up behind it, or advice.
Booked, and asked what you’d ask
Someone ringing to view is asked the questions you’d ask, such as whether they have a home to sell and how they’re paying. The viewing goes into your diary, and a buyer with a house to sell is noted for your valuer.
Which parts we take on is up to you
Saturdays and the evenings could be all of it. So could the enquiries that come in from the property sites overnight, with your branches keeping their own phones. Or it could be a single project, to write down what is asked before a viewing is booked.
Who gets in touch, and why.
Buyers and sellers both ring an estate agent, and what they ask depends on how far the sale has got.
Thinking of selling
Before anything is signed
- “What’s my house worth?”
- “Could someone come round and value it?”
- “What do you charge?”
- “We’ve had your valuation. What happens next?”
- “I’ve a flat I might let instead. Do you do that?”
While it’s on the market
Once it’s on the property sites
- “Is it still available?”
- “Can we view on Saturday?”
- Moving or cancelling a viewing
- “We’d like to make an offer”
- A seller asking “Has there been any feedback?”
Once a sale is agreed
For the weeks and months after
- “Where has it got to?”
- “Has the survey been booked?”
- “Our solicitor is waiting to hear from theirs”
- “Could we go round again to measure up?”
- “When do we get the keys?”
What we’d take on.
Calls and messages as they arrive, and the bookings they lead to. A team of ours works each one in your own system, to your rules.
- Calls your branches can’t get toPicked up when a branch is busy, closed for the evening or out on Saturday’s viewings. Each ends in a booking or an answer, with a message only where one of your people is needed.
- Viewings booked, moved and cancelledBooked into your diary after the questions you ask first. Where your system takes bookings online, the team’s part is everyone who rings or writes instead.
- Valuations bookedThe details your valuer wants are taken, and the visit goes in their diary.
- Enquiries from the property sites and your websitePicked up in the evenings as well as the day. The buyer is asked your questions, their details are completed in your system and a viewing is booked.
- Offers taken down in fullThe amount, how they’re paying, whether they have a home to sell and how soon they could move. It goes straight to your negotiator, and putting it to the seller is theirs.
- Buyers and sellers asking for newsAnswered from what your system shows, such as the viewings booked and the feedback logged. A question for the negotiator is taken down in full and passed on.
Offer taken · Tuesday, 11:50
An offer on the two-bed flat
- Buying as
- First-time buyers, with a mortgage agreed in principle
- Solicitor
- Not chosen yet
- Told your negotiator will put it to the seller
To the negotiator
They are seeing another flat on Thursday and would like an answer before then.
With your negotiator, and on the property’s record
Not only when you’re out
And the things you hadn’t thought to ask for.
A branch has more to keep up with than its phone. These are six other things we could run, set up or advise on.
- We set it up
What is asked before a viewing is booked, written down
Your questions for a buyer and for a seller, and when a call is put straight through. One version, for every branch and for us.
Processes and knowledge base - We set it up
When each branch’s phone goes unanswered
Taken from your phone system’s own records, where it keeps them. It shows which hours cover would matter most.
Reporting - We run it
People who asked what their home is worth
Where your website gives an instant figure, the people who took one and haven’t booked a visit are rung to offer one. That is done on the schedule you set, and no further.
Reception and call answering - We run it
What a sale is waiting for
After an offer is accepted, buyers and sellers who haven’t yet named a solicitor are rung for the details, worked through as a list.
Back office and admin - We run it
Your lettings side
Repairs, tenants, landlords and the paperwork behind a tenancy, where you let property as well as sell it.
Letting agents - We plan it with you
One enquiry team for every branch
Whether calls and enquiries should be answered in one place, and how each branch keeps its own name, diary and patch.
Consultancy
Out of the branch
Where your negotiators were when each call came in.
Valuations and viewings happen out of the branch, and the calls after a weekend tie up whoever is left in it. Here is one weekday, drawn as an example. The team could take every call, only the ones nobody in the branch picks up, or only evenings and Saturdays. That choice is yours.
A weekday, eight till eight
An illustration
In the branch
The calls
Calls after the weekend
“I’d like someone to come and value my house.”
Valuation booked for Thursday at ten, in your diary
At their desks
“Can we move our viewing to Friday?”
Answered in the branch
Closed
“Just seen it online. Can we view this weekend?”
Asked your questions, and booked for Saturday
Valuations
“We want to put in an offer on the flat.”
Taken down in full, and sent to your negotiator
Viewings
“Has anyone been round since Saturday?”
The viewings logged since Saturday read out from your system. A call from their negotiator asked for
The team behind it.
Buyers and sellers deal with your agency by name. The team works in your system, to each branch’s diary and rules.
Recruited, led and coached by us
Trained on your process before they take a call. Each team has a team lead whose job is coaching.
How we workOne location, agreed with you
The Philippines, Portugal or Ireland. The hours you need covered and the kind of work decide which, and we settle it with you before anything starts.
Where we workBuyers’ and sellers’ details
Each person needs a login of their own in your system, which is yours to give. Access is only to what the work needs.
Security and data protection
Questions, answered.
The things estate agents are likely to ask first.
Can the team book viewings and valuations straight into our diary?
Yes. The team works in the system you already use. Each person needs a login of their own, because we don’t work from a shared password. Those are yours to give. Your rules for who can be booked where are written down, and the team books to them.
What does the team ask a buyer before booking a viewing?
Whatever you ask. That might be whether they have a home to sell and how they’re paying. The list is yours. If it isn’t written down, we’ll help you write it. What a buyer needs before they can view is your rule, and the team follows it.
What happens when someone rings with an offer?
It is taken down in full. That means the amount, how they’re paying, whether they have a home to sell and how soon they could move. It goes straight to your negotiator, the way you choose. The team doesn’t say whether it will be accepted and doesn’t mention other offers. Putting it to the seller is your negotiator’s job.
A seller asks what their house is worth. What does the team say?
Nothing about price. The team books the valuation and takes the details your valuer wants beforehand. The figure is your valuer’s to give. A view on the market is left to your own people in the same way.
Can calls come to the team only when a branch doesn’t pick up?
Yes. The team can take only the calls that ring out in a branch, or only set hours such as evenings and Saturdays. Whenever someone in the branch is free, they answer as they do now. How a call is passed across depends on your phone system, which we’d look at with you.
We have several branches. Is each answered in its own name?
Yes. Each branch is answered in its own name. Whoever picks up has that branch’s diary and its rules open. How the work is shared across branches depends on how alike they are, and we’d settle that with you.
Do you chase a sale through once an offer is accepted?
No. That work stays with your negotiators, or whoever progresses your sales. The team’s part is the buyers and sellers who ring for news. They are answered from what your system shows, and anything more is taken down for your own people. The team can also ring buyers and sellers who haven’t yet named a solicitor.
We let property as well. Can you help with that side?
Yes. Repairs, tenants, landlords and the paperwork behind a tenancy are work we take on too. The letting agents page sets it out.Letting agents
What if the work I need help with isn’t listed here?
Tell us about it. This page covers the work estate agents are most likely to need, not everything we do. If the work follows a process and happens on the phone, in an inbox or in your property system, there’s a good chance we can take it on. If it isn’t one for us, we’ll say so.Tell us about your business
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