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"I'm Elliot" and "I'm Lee" Back in 2004 we started Elliot Lee estate agents
We currently cover the boroughs of Hilligham, Brent Harrow and Ealing
We do residential, lettings, sales, property management
we're very proud we have been in this business for more than two decades now
collectively working in both sales
and residential letting. We also operate a very
extensive property management division as well
and giving our landlords that reassurance that we can look after their property on a
professional level both locally and overseas
we opened 10 years ago We're very proud of what we have achieved
We're regulated members of the National Association
were proud of our credentials we like to do things the right way
that's allowed us to expand our business
by receiving the trust and confidence
from our local community
and we need flexibility in what we were doing and we had a number of sites
and with different numbers, different departments and the system allowed us to
diversify with who dealt with those calls and if we had a particularly busy day
or
that department was particularly busyit would allow other members of staff to log into
that system
and take those calls from an internal point of view, it means that we utalised
our staff
far more than we ever did before. It really allows us to do business
in an extremely professional manner and we can change the system to
deal with the needs up the business at that particular time
it allows us to be more proactive. We can turn phones off, we can turn phones on, we can
divert calls
and we can monitor calls and we can listen to calls
We can do absolutely everything and I very rarely when I
come up with a query or change
I rarely get " No that can't be done" 9/10
it's a case and yes that can be done
and it's implemented very quickly after that
it allows us to monitor and keep a breadth of
all the calls that are coming into the business and we can monitor what numbers
they come from we can
monitor what extensions they come, we can even monitor the cost per extension
we found that's aloud us to focus more on
the call side of the business and keep our staff motivated
the voicemail e-mail alert
often we are on the road, doing valuations and appointments
it allows us to stay in contact with our clients 24 hours a day
so when I'm out, if I come out of a valuation
I look at my phone and generally I have an email with a voice
recording on there and allows me to react to that client a lot quicker
really allows us as a business to make sure that the message that we're sending
out is
spot on. We listen to a majority of our calls
from is the calls that our staff make and we are able to grade those on a percentage
basis and to make sure we're delivering the exact message that we're trying to
deliver
and it also helps us massively if we have a client saying that they said one thing
it really helps us go back and just make sure that that has been said
because obviously the public are the public and and sometimes what they think
they said is not quite what was said
it just really allows us to make sure it has been done correctly
in-house
Yes we have used the call centre on a number of occasions
very, very efficient we called through, we were dealt with very politely
invariably we got a call back within a very short period of time
we also use email fault report system which again is exactly the same
if you put an email through then the call comes back to you very quickly to sort out
any problems that you may of had
The other telephone providers before, the main issue that we had was the
we were told one thing by the salesperson and I was actually installed
some entirely different happened we had a very basic
system before and when we first started we had literally
the phone would ring,we would fight to pick up the phone and we had a click system
we then went on to another phone system which was all singing all dancing but we
could never quite get it to do what we wanted it to do, so we were quite aprehensive
and engage in other telephone Supplier we chose Pioneer
mainly due to the fact that he represented that came to see us on the
day
obviously he had a an in-depth knowledge of
the system that was being input into the into the building
We'd used a number of different providers in the past and had a number different
problems
and i'm lookingback the sales representitive didn't really understand the
product was coming in
and the chap that we had fully understood what we needed answered a lot
questions that I had
and a lot of problems that I had previously he was able to answer in depth, because he had
that technical knowledge and that was the main reason that we
we used Pioneer. We would definitely recommend them to another company unfortunatly
we wont recommend them to our competitors because we feel we have the competitive
edge
We would certainly recommend them to any other industry