Situations when residents cannot reach the management company are not uncommon. Especially during rush hours or in case of an accident. At such moments, the reputation of the organization directly depends on how quickly and clearly the feedback works. This is exactly why the management company needs a hotline – not nominally, “for show”, but a really well-established and efficient one.
Today we will look at how to organize it correctly, facebook database what to consider when launching it, and why in most cases it is most effective to delegate this function to a specialized call center.
Why does a management company need a hotline?
A regular telephone, even with a dispatcher on duty, is no longer enough today. Modern demands from residents, the growing number of requests, the mikell peed mikell State Housing Inspectorate standards and the increased transparency of the management company’s work – all this makes the presence of a system hotline a necessity.
Main objectives:
- Applications from residents are accepted around the clock or on an extended schedule
- Rapid response to incidents – flooding, outages, breakdowns
- Quality control of service – all requests are recorded, there is reporting
- Increased trust – residents feel that they are being heard, and this affects the overall background
A hotline is not just a phone. It is a communication system with accounting, control, deadlines, responsibility and transparency.
What tasks should a hotline cover?
How to organize a well-organized line can take on:
- Calls on landscaping issues: yard, entrance, lighting, garbage fax list
- Security Complaints: Intercom, Entrance Doors, Suspicious Activity
- Applications for emergency and urgent work
- Informing residents (e.g. about planned outages)
- Recording requests and transferring them to the relevant services
- Control of deadlines and feedback
Important: all this should not work in the “we heard you” mode, but with strict control at each stage. The application is accepted, transferred, executed – all stages are recorded.
In-house control room or outsourcing: what to choose
There are two ways here. And each has its own characteristics.
1. Interior department
Pros:
- Full control over personnel and processes
- Possibility to train employees for specific tasks of the management company
Cons:
- Organization costs: equipment, telephony, CRM, training
- Difficulties in ensuring 24/7 operation
- The need for continuous quality control
2. How to organize External call center
A solution that more and more companies are choosing. Especially if the volume of requests is unstable, there are no resources to maintain a 24-hour shift, or you need to quickly scale up call processing.
Pros:
- Optimization of expenses: no need to maintain staff, pay for downtime
- Professional operators trained to work with housing and communal services
- Ability to work 24/7 with SLA compliance
- Flexible integration with your systems and regulations
- Reporting and transparency of processes
In practice, cooperation with a call center allows you to relieve the control room, improve the quality of receiving requests and improve communication with residents.
How to choose a call center for a management company
If you decide to connect an external hotline, it is important to choose a partner who understands the specifics of the housing and utilities sector. What to pay attention to:
- Experience working with management companies
- Availability of scripts adapted to emergency and current situations
- Integration with your CRM or your own application processing system
- Compliance with regulations on response time and transfer of applications
- 24/7 operation
- Ability to provide reporting: call statistics, topics, processing time
- The optimal communication format is a hotline telephone number 8-800 (free for residents)
Before launching, it is useful to conduct a trial period – this will give you an understanding of how suitable the contractor is for your company.