Outbound Voice Support for a Property Tech Brand | Case Study

Client Overview

Property Tech Brand Customer Success Story

Our client is a unique supplier of technology-driven products and services designed to make the lettings journey quicker and easier for everyone involved; from letting associates to landlords and tenants.

The Challenge

First-time outsourcers
A need for outbound voice support for the clients customers – relating to the chasing of tenant references from a 3rd party

A need to work closely with independent and national letting associates to help them reference tenants who wish to move into rented properties

The Solution

Step 1

Fully outsourced customer service function set-up to assist clients with payments and billings, property queries, background checks, provide recommendations to the letting agent, and short term insurances

Step 2

Recruitment of the customer service ‘Moving Masters Team’

Step 3

Training completed swiftly (within one week) ready for nesting

Customer experience and Back-office services including:

The Results

750+

0-750+ tasks per day ramp-up within a month of operation

Targets

Daily task target increases repeatedly achieved versus client benchmarks

35%

Improvements in overall performance by over 35%

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2,500

Expert across
4 continents

11 yrs

Building a diverse
workforce

Centre for
Innovation

Generative
AI Platform

Case Study