Call Center for
Real Estate Services

Real estate is a fast-paced business, which means you need an outsourcing partner that keeps up with the constant flow of work involved with buying and selling properties. Business process outsourcing (BPO) teams can provide you with call center services to streamline your work in the real estate sphere so you can focus on closing deals instead of spending time drumming up prospects and updating listings.

Once you have the right support for your back office tasks and client outreach needs, you and your agents will be on track to grow your agency, increase your profits, and stay on the cutting edge of the market.

BPO in real estate can encompass a wide variety of administrative services and client outreach tasks. It can include everything from call center support for generating leads to contract management. A BPO team can take over any and all secondary tasks so that your core internal team can prioritize your main function of buying, selling, and managing properties.

BPO call centers act as an extension of your business, handling the routine and administrative services you need to keep your company operating smoothly. Here are just a few of the real estate services that outsourcing teams can provide:

• Lead generation: Every property agent relies on lead generation to find clients and properties to represent. Call center teams can use direct response marketing, cold calling, and other techniques to generate and qualify leads, helping you build your client list and find new homes to buy and sell. They’ll help you build awareness of your agency and create an ongoing sales pipeline to sustain and grow your business.
• Market research: Market research is the bread and butter of any property agency. It’s critical to understand the housing market in your region to offer competitive pricing, successfully promote your available properties, and understand demand in your territory. Your call center team can conduct market research on your behalf to provide you with relevant insights, statistics, surveys, and customer feedback.
• Inbound calls: To capture as many clients as possible, it’s critical for agents to be available to answer phone calls from people who may want to buy, sell, or rent a home. Call centers offer 24/7 availability and answering services, so you can engage potential clients right when they call.
• Customer support: Buying or selling a home can be stressful for your clients, and they’ll likely have questions throughout the process. By outsourcing customer support to a call center, you can ensure your clients always have someone available to answer their responses, address concerns, and share updates about where they are in their home‑buying or selling journey.
• Listing management: Modern real estate often revolves around online listing and digital marketplaces. Buyers and sellers expect the details of your online property listings to be up to date, and inaccurate or outdated listings can lead to delays and a frustrating customer experience. Outsourcing providers can handle your agency’s data entry, including updating your listings on each platform.
• Contract management: When you engage a new client, you’ll need to establish a professional contract to define the scope of your business relationship. A BPO provider can oversee your business contracts and document management to keep you organized and establish straightforward expectations with your clients.
• Payroll and accounting: Every business needs a streamlined accounting system to keep cash flowing. You can outsource your payroll and accounting needs to eliminate the administrative burden of internal bookkeeping. Your vendor will keep track of incoming and outgoing payments, administer paychecks for your employees, and keep your finances in check.

There are endless advantages to leveraging BPO support for your real estate team. By offloading secondary services to a qualified vendor, you can enjoy operational and financial benefits such as:

• Stronger client relationships: Real estate agents often rely on building personal relationships to grow their client lists and build their reputations. With support from a BPO team, your agents can provide better customer service to their clients. You’ll be able to show that you value your clients’ time by ensuring 24/7 support and availability during the buying and selling process. Clients will be able to reach out to call center representatives to get the information they’re seeking, while your agents can focus on closing deals and managing the complex details of each account.
• Enhanced sales pipeline: Working with a BPO helps you generate new business, ensuring your agents always have new clients coming down the sales pipeline. You’ll be able to rely on a steady stream of incoming leads so your agents can focus on facilitating the home‑buying process, conducting walk‑throughs, and hosting showings instead of cold calling and emailing to find new prospects.
• Improved efficiency: Back‑office and administrative tasks may seem small but can quickly add up. If your agents are constantly distracted by taking calls, updating listings, and managing administrative details, they won’t be able to fully focus on working with their existing clients. BPO support is invaluable when it comes to improving the productivity of your agents and enhancing the overall operational efficiency of your business. You’ll be able to streamline your processes while still trusting that all secondary tasks are being handled on time.
• Lower operational expenses: Outsourcing certain aspects of your real estate business enables you to cut costs on administrative salaries and operational overhead. BPO teams operate at scale, so they provide the same standard of quality service at a much lower price than internal teams.
• Better data management: Real estate agencies handle massive data and documents, from mortgage information to listing details to client contact lists. Outsourcing providers have extensive, secure systems designed to manage, organize, and update data. They’ll be able to minimize data entry errors and ensure you can access the information you need when you need it.
• Scalable support: Expanding your business often involves serious growing pains, as the increased demand requires you to hire more staff, expand your infrastructure, and adjust your processes. When you work with a BPO provider, they’ll already have the resources in place to scale alongside your business. That way, you can onboard more clients and expand your business without having to make a major investment or overhaul the structure of your team.

Switching to an outsourced solution may involve potential drawbacks, so it’s important to be ready to address these challenges. Being proactive about common issues can help you streamline your transition and get the most out of your outsourcing experience:

• Lack of industry knowledge: The real estate world has plenty of nuances and industry‑specific processes that a generalized BPO provider may not understand. Finding a vendor with  experience in real estate is essential to ensuring that your clients and agents can get support from knowledgeable industry experts.
• Brand inconsistency: You may have your own communication standards and internal processes for your agency, and you want your BPO partner to abide by those expectations. Some call centers may have generalized training processes that don’t consider your brand expectations. Look for options offering extensive training on your brand and company processes to ensure clients enjoy a consistent experience.
• Communication delays: Outsourcing can create a level of separation between your business and the BPO provider. Miscommunication from either side can lead to errors, confusion, and delays. Setting up integrated communication systems and shared databases will ensure that everyone is on the same page as they update listing information, client details, and more.

Not all BPO teams offer the same standard of service and expertise in the property industry. Follow these steps on how to choose the right call center vendor to ensure you partner with a respected, reliable, and dedicated outsourcing team:

1. Assess their industry experience: Research each provider’s overall reputation in general and within the real estate industry. Look for organizations that specifically cater to real estate businesses and professionals to ensure you hire a vendor that can meet your expectations and uphold industry best practices.
2. Review agent training: Inquire about how agents are hired and trained to ensure they offer a high standard of support. Reliable providers will have structured training programs in place to connect you with only the most skilled, knowledgeable representatives.
3. Explore service offerings: If you’re looking to scale your business, you need a call center team that can handle a wide variety of services. Even if you’re only looking for listing management help, you may want to expand to marketing, finance, and other back-office services as your business expands. Look for providers who offer room for growth and can scale alongside your business.
4. Compare pricing models: Outsourcing is meant to be a cost-saving measure, so it’s important to assess your current expenses and compare them to the cost of different BPO services. Ask about how pricing may change as you utilize more services or increase your call volume.

After conducting this in-depth research process, you’ll be able to confidently select a call center that’s fully aligned with your goals and mission as a real estate agency.

The Confie BPO team is proud to offer expert real estate outsourcing services to growing agencies. When you work with Confie, you’ll get access to administrative support that you can rely on so you’ll always have the information you need to support your clients. As real estate experts, we have several assets that set us apart from the competition.

• Real estate knowledge: At Confie BPO, we ensure that our agents are paired with clients based on their expertise. Our representatives have in-depth knowledge of the real estate world, so they’ll be able to confidently answer client questions and provide administrative services that keep up with industry standards.
• Sales expertise: Our call center teams will tirelessly reach out to contacts and generate leads for your business, ensuring that you always have incoming clients to keep your business thriving. We leverage our sales and marketing expertise for every customer interaction to give you the highest return on your investment. As your business grows, we can take on additional marketing tasks to boost brand visibility and enhance your reputation in your chosen markets.
• Personal support: Confie agents understand that technology supports human knowledge, not replaces it. We offer a human touch that shows your clients and team members we truly care about their concerns. When complex issues arise, our representatives will personally work through each step to ensure a positive outcome.

Here at Confie BPO, we have years of experience backing each of our services. Our team of hundreds of agents has handled millions of calls, so we’re ready for any situation that may arise, from questions about mortgages to issues with updating listings. Our nearshore agents know what it takes to be successful in the real estate industry, and they’re equipped with the expert communication skills and detailed real estate knowledge necessary to build trust with each caller.