Common Mistakes and How to Avoid Them

If you are organizing a hotline within the management company: where to start

For those who decide to develop the service within the company, here is a basic list of what will be required:

1. Common Mistakes Phone number (preferably free for residents – 8-800)
2. Operators (shift work, including night hours) skype database
3. IVR system (voice menu for call distribution)
4. Communication scripts (unification of communication, mike whitaker mike especially in difficult situations)
5. CRM system for accounting of applications and automation of processing
6. Regulations: who does what, when, where to transfer, what are the deadlines for responding
7. Responsible for process analysis and improvement

Without this, the line will work – but it will fail. And each failure means increased discontent, repeated calls, complaints, and extra costs.

• They assign employees to the hotline who are not trained to handle requests and conflicts
• There is no accounting system: requests are “lost” or “forgotten”
• The terms and procedure for processing are not regulated
• Operators do not have the authority to even give basic answers – only “I’ll pass it on”

Result: the load grows, the residents are unhappy, the negativity towards the management company increases. It is much easier to build everything correctly at the start than to deal with “firefighting” later.

Hotline as an element of sustainable management company work

A working hotline is not just a contact phone. It is part of the management system through which feedback, requests, complaints and quality control pass. It is a tool for reducing conflicts, optimizing work and increasing transparency.

If you want:

• Common Mistakes reduce the number of repeat calls and complaints; fax list
• establish accounting and control of applications;
• be aware of problems before they reach auditors;

…then you need a hotline. And if you want to save resources, it makes sense to hand it over to a professional call center. This is a solution that has already proven its effectiveness in dozens of management companies.