The Role of VoIP Technology in Streamlining Property Operations

Ready to build better conversations?

Simple to set up. Easy to use. Powerful integrations.

Get started

The property sales and lettings industry is people-focused—communication and relationships are integral here. Yet, for many property professionals, prioritising communication can be a challenge. In fact, a variety of factors can impact your ability to enhance communication efforts and streamline operations—in particular, unscalable systems with limited features, a lack of data insights, and poor call quality. 

These problems are typically caused by traditional, desk-bound phone systems.

This makes investing in the right phone systems crucial for your property options. Your best bet? A voice over Internet Protocol (VoIP) phone system. A VoIP system can address call centre issues like poor audio quality, simplifying estate agent operations and improving efficiency.

With a customer communication and intelligence platform like Aircall, you can get a leading VoIP solution tailored for property professionals. Aircall also offers toll-free numbers, warm transfers, and interactive voice response (IVR) for frictionless customer communication. Below, discover how VoIP technology can benefit your estate agent operations.

What Is VoIP and Why Is It a Game-Changer for Estate Agents?

VoIP is a technology that transmits calls over the Internet instead of traditional telephone lines with a network of copper wires. It converts a voice message into a digital signal and sends it online to the recipient. Unlike analog systems, VoIP is cost-effective to set up and use, making it an ideal phone solution for a variety of businesses.

VoIP also provides all the features you need to run seamless property agent operations, including caller ID, voicemail, call waiting, call forwarding, and conference calling.  Additionally, VoIP can integrate with your existing customer relationship management (CRM) platform for easy access to actionable customer data to ensure a customised experience. 

What other benefits can you experience with VoIP?

• Scalability – A VoIP service is usually subscription-based, so you can scale up or down depending on your business needs. This means it can adapt to changes within your operations to continuously support your needs and ensure predictable costs.

• Mobility – With this phone technology, you’re not bound to your desk like using a landline in your office. You can make and receive client calls anywhere using any internet-connected device, like a mobile phone, a computer, or a VoIP phone.

• Better call quality – You and your agents can enjoy high definition (HD) voice quality with high-speed internet, allowing for clearer communication with clients. Since it’s digital, the sound transmission is less prone to degradation, ensuring reliability and clarity with every call.

• Advanced features – Unlike a Private Branch Exchange (PBX) phone system, VoIP offers advanced features like analytics, call forwarding, caller ID, and call queue to improve customer interactions and simplify call centre operations.

• Cost savings – VoIP uses your internet connection to deliver your voice messages, meaning you don’t need to pay for calls. As a result, you can lower your operational costs. In fact, it’s possible to cut your costs by up to 50%.

Ultimately, by switching to a VoIP phone system, you can take advantage of a modern digital communication solution that cuts expenses, improves customer interactions, and offers enhanced flexibility and autonomy. Not to mention, it integrates with other tools, like CRM and Helpdesk, to promote collaboration and efficiency.

Customer support and satisfaction have always been integral to the estate agent industry. VoIP technology can breathe new life into your operations, allowing you to unlock new opportunities for efficiency, growth, and client satisfaction.

Enhancing Client Communication and Responsiveness

Did you know that up to 60% of customers prefer calling businesses over using other forms of communication? This is because calls often offer faster responses and human connection. In other words, clients expect a better experience with calls. Even still, traditional phone systems fall short here, as they’re prone to disruptions and issues that can impact the caller experience.

With VoIP, you can improve your response times and your client communications. Your agents can attend to customers from anywhere—whether they’re in the office, at an open house, or working from home—which can reduce missed calls and elevate the customer experience. 

VoIP also offers:

• An auto-attendant function that can connect clients to agents who are best suited to help them, reducing customer frustrations and long call queues.

• Superior call quality to minimise dropped calls and disruptive glitches.

• Call rerouting to automatically connect customers to the right person or department and ensure they receive the proper support.

• Call forwarding to redirect calls to the right teams, minimising delays and streamlining customer support.

The system’s full suite of options also includes services like instant messaging, video calls, conferencing, and file sharing to further elevate client communications. This versatility empowers your team to interact with customers via the options they prefer most.

Enhanced call centre software like Aircall also supports skill-based or time-based routing. This allows agents to route calls to the best resource within your company to minimise delays. This feature also keeps agents connected to ensure seamless client experiences. Additionally, mobile access enables agents to attend to calls promptly, regardless of their location.

Optimising Team Collaboration with Integrated Tools

As mentioned, integration is another feature that makes VoIP a compelling phone solution, particularly for property professionals who use multiple tools in customer support. You can connect CRM, Helpdesk, and other tools to your phone system to consolidate your operations and enhance data management. This can support your team in multiple ways:

• Uniting parts of your call centre’s tech stack to create a single interface for easy access to data and seamless team collaboration

• Automating repetitive and manual tasks like data entry, routing, and ticketing. This helps reduce errors in your operations, ensures a consistent customer experience, and gives valuable time back to your team.

• Providing agents with easy access to customer data during active calls, enabling them to tailor and personalise their responses for better outcomes.

The common integration for VoIP is the CRM system. This integration can enhance every aspect of customer calls, including post-call work. It provides agents with access to holistic customer data to allow for more personalised support and smoother engagement. It also automates data collection, saving time and improving data quality.

Aircall, in particular, offers simple yet powerful integrations with over 100 apps, including HubSpot, ZenDesk, SalesForce, and Intercom. This enables you to consolidate all your critical business tools to streamline your workflows and unify client information for greater efficiency. It’s even easy with Aircall’s Computer Telephony Integration (CTI), which provides a single interface for all tasks.

Using VoIP Analytics to Drive Sales Performance

Data analytics is crucial for every business, including property professionals. Collecting and analysing data can provide valuable insights into market trends, customer preferences, and growth opportunities—empowering teams to make smart business decisions and drive sales.

VoIP gives you access to call analytics like missed calls, call duration, caller demographics, and call frequency. These insights can tell you more about your customers and agents, allowing you to:

• Better understand customer behaviour

• Identify high-quality leads

• Personalise customer experiences

• Identify market opportunities

• Optimise your sales strategies

By leveraging call analytics to boost estate agent sales performance, you can pinpoint trends, improve agent productivity, and fine-tune your communication strategies for stronger client relationships and faster deal closures.

For example, your sales teams can use data to identify customer needs and create personalised offerings based on their preferences. This can, in turn, shorten your sales cycles, allowing your team to convert more leads and grow your revenue. It also allows you to segment your customers based on parameters like behaviour and demographics for more effective targeting.

With Aircall, you can empower your sales team with data-driven feedback to boost productivity and optimise strategies. You’ll also receive access to easy-to-use leaderboards to monitor top-performing agents based on productivity and call outcomes.

Streamline Estate Agent Operations with Aircall’s Business Phone System

Traditional phone systems offer limited features with basic call and voicemail functions. But basic doesn’t cut it for estate agent operations that need to prioritise client communication and relationships. Not to mention, these systems are known for their poor call quality, higher costs, and unexpected disruptions. 

This doesn’t need to be your experience. 

As a property professional, you need inbound call centre solutions that support your operations and empower your team to deliver an optimal client experience. And that’s VoIP!

As property businesses—and businesses across industries—look to streamline their call centre operations, they’re shifting to VoIP systems and enhancing their customer experiences in the process. A VoIP solution provides all the features of PBX systems like call waiting, caller ID, and voicemail, in addition to offering powerful insights into your operations and supporting integrations with your critical business tools.

The result? A streamlined workflow that keeps you in control of every inbound or outbound call for a seamless customer experience. And that’s exactly what you get with Aircall’s business phone system. Plus, Aircall delivers robust features like warm transfer, ring on speakers, toll-free numbers, and IVR to further simplify client communications and drive conversions.

Ready to improve your property sales and lettings call centre operations? Get started with Aircall today, and discover how we can streamline your property business phone calls.

Sources:

BrightLocal. Local Business Websites and Google My Business Comparison Report https://www.brightlocal.com/research/local-business-websites-and-google-my-business-comparison/

Published on January 6, 2025.