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8.27.13
For Your Information
No later than Thursday
It will be posted on the blog
A follow up email will be sent
This webinar is being recorded
OUR PANELISTS
LOST OPPORTUNITY
CALL CENTER BARRIERS
GOOD CALLS
Who is that talking?
What are you missing out on when a call is missed?
Why is there fear about using a call center?
What elements make up a good leasing call?
LEASING CENTER How Leasing Center™ can improve your leasing process.
What else do you want to know?Q & A
Panelists
o Christine Millier - Interactive Marketing Manager
Laramar
o Trevor Riley - Director of Leasing Center
Property Solutions
Mrs. Williams is
locked out of her
apartment
Craigslist… again
Mr. Simpson wants to
know why his rent is
going up.
You still have 7
notices to post from
yesterday
Mr. Smith wants his
packages
The co-signer for
#B-108 didn’t sign the
lease
Your next tour just
pulled up in the
parking lot
Ms. Jones came by to
show you the pictures
of her new
granddaughter
You need a 30 min
lunch break to remain
in compliance
You have two
applications to
process
o Average property misses about 40 – 50%
of calls during office hours and 100% after.
o 70 – 80% of prospect calls do not leave a
message on voice mail.
o Lost service requests are a major factor in
resident turnover rates.
Lost Opportunities
o Who’s handling the calls? Can I trust them?
o How do I get the leads?
o How is follow up going to happen?
o Isn’t it expensive?
o Can I access call performance reports?
o Will the residents be confused?
Common Concerns
LACK OF TRANSPARENCY
Site-level employees aren’t always providing great service
Gathering contact information
Building rapport
Offering an invitation
What NOT To Do
Elements of a Good Call
31%
13%
56%
Calls Answered
LC Answered DURING business hours
LC Answered AFTER business hours
Site Answered During Business Hours
o Background Information
10 properties, 1369 units
January 1st – March 31st, 2013
Unanswered calls during business hours, all calls
24/7 after business hours
2,312 Calls Handled by Leasing Center
Case Study
Call Answering
o Leasing Center responsible for 44% of answered calls
o 13% of answered calls handled after business hours.
1,027 Lead Calls
792 Guest Cards
379 Appointments
Set
189 Applications
21 Leases Signed
How Did We Do?
o Leasing Center responsible for 57.9% of all guest cards captured through Entrata.
o Lead Call to Guest Card ratio was 48% vs. competitor average of 39%.
o 50% of the appointments set by Leasing Center converted to applications.
o Background Information
Using Leasing Center at 5 properties
Lease up & stabilized properties
Unanswered calls during business hours, all calls
24/7 after business hours
Laramar’s Experience
o Leasing Benefits
Appointments have increased
Great customer service and rapport help prospects
feel a connection prior to their visit
Like having an extra person in the office
o Resident Benefits
Immediate response to maintenance requests and
emergency situations
Benefit of talking to an actual person at all hours
day or night
o Most flexible service options
o Provide most comprehensive resident services
o Most reliable platform with integrated
information like real-time pricing
o Value for the price
o Call Tracker
o Transparency
o Direct access to actual screens
o Access to call recordings
o Access to reports
Why We’re Different
