Telephone answering, service desk

start up estate agents based in London but covering England and Wales require service of a contact centre/VA/call agent on a cost per call (no time frame but most calls will not be longer than 3-5 minutes) or alternatively you can suggest a cost per minute price.

Hours of Operation: Monday to Sunday 9 am - 6 pm GMT

The following quality of service measurements will be over a 2 week period as reported by our ACD (automatic call distributor) system provider. These service performance metrics and objectives do not address calls that are held in a queue. They only apply when the caller’s queue position is zero. If service desk is already on a call, they may forward an incoming call to either the backup agent or send it to voicemail.

The Abandonment Rate i.e. percentage of calls abandoned while waiting to be answered should not exceed 5%.

The average speed to answer i.e. Average time (in seconds) it takes for a call to be answered by the service desk should be 20 seconds.

Time Service Factor i.e. Percentage of calls answered within a definite timeframe - 80% in 20 seconds.

First-Call Resolution rate i.e. Percentage of incoming calls that can be resolved without the use of a call back or without having the caller call back the service desk to finish resolving the case – 95%

Calls should be taken via an IP-phone or pc telephone headset. VOIP line will be provided with all necessary software including a softphone. To increase the efficiency and functionality of the service desk, it will be provided with the computer telephony integration (CTI) system included with our ACD service.

A back up ‘service desk’ should be in place if the primary service desk experiences an ‘outage’. (you can suggest a provider who you already have worked with or we can hire them independently)

Our sales target for the next 12 months are 1000 instructions (1000 property transactions). In the first month, we will be testing various campaigns to generate valuation leads and beefing up our resources in order to eventually be able to process/complete 80-100 transactions/sales a month. In the first month we will win no more than 20 instructions but expect rapid expansion. This is in addition to the 80+ sub-listings we already have on our books. There are no historical patterns or trends we can allude to in order to make accurate volume forecasts.

We can however state that in the UK per property listing the average number of viewings conducted is 7-9. You can expect 6-8 general enquiries per listing and 4-7 viewing appointments per property listing. This is in addition to seller enquiries and valuation bookings.

Hourly bid should reflect cost of 20 calls.