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Graham Awards


Agents shouldn't rely on voicemail, insists phone answering service

Telephone answering service Moneypenny says agents’ missed calls typically double during the summer months while staff are on leave - meaning that agencies must put in contingency plans.

“We know that calls to agents increase during the holiday period and in some cases double. There’s often a misconception that voicemail can ‘pick up the slack’ and stop enquiries from buyers and sellers falling through the net, but this is incorrect” says Sharon Boyle, Moneypenny’s business relationship manager. 

“Our own research has shown that 69 per cent of callers who are answered by voicemail just hang up and its costing estate agents business.  Unanswered or mis-managed calls are wasted opportunities that these agencies just won’t get again.”


Boyle says voicemail is not a valid solution for 21st century businesses “and it’s certainly not what today’s increasingly savvy customers want or expect from their estate agents.”

She adds: “Nor is it realistic to expect other employees to solve seasonal staffing challenges without it impacting productivity and professional standards.”


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