Acknowledge in seconds
The first reply should be automatic: a WhatsApp message that thanks the buyer, names the agent and, where it fits, shares a few matching homes. It tells the buyer they’re in good hands while the agent picks up the phone.
Route to the right person
Every minute a lead waits for someone to “pick it up” is lost. Assignment rules should read the project, locality, budget and language of the lead and route it to an agent who is on shift and under their daily cap.
Make calling the next lead effortless
Telecallers lose time deciding who to call. A queue that puts callbacks first, then fresh leads, then follow-ups due — with calling hours and cool-downs built in — keeps them dialling.
Measure on a clock — and escalate
Track first response on a business-hours clock. Escalate at 75% of the target, rotate untouched leads to the next agent on breach, and review repeated breaches with managers.
- First response within minutes during business hours
- Rotation after a set number of shift minutes
- A daily digest of breaches by agent
Written by the PropZolo team. General information, not legal or tax advice.