The Letting Game: a strategic partnership that proved a game-changer

The Letting Game is one of the most celebrated property rental agencies in the whole of Bristol. Visiting their offices, it’s hard to ignore the collection of customer service awards that adorn the cabinets, shelves and desks.  However, on speaking to Managing Director Jack Head, he attributes their rise in the sector to strategic partnerships, none more so than that of Virtually There.

Back in 2009, when The Letting Game was still in its infancy, the newly formed letting agent was struggling to manage time guiding would-be tenants around properties and making sure every enquiry was answered and responded to promptly.

Employing more staff isn’t always a financially viable option and the demands on existing staff are often already high during these tentative years. It’s a problem that hits many companies in their infancy.

Jack Head reflects on this as, “I think back to those times and remember we were thinking about 3 options: part-time staff, at the cost of quality of service; entry-level staff, at the cost of professionalism, and new experienced staff, at the cost of an increased wage bill. All options seemed to have a catch 22.”

That’s until the idea of employing a call answering company was introduced”, Jack recounts.

By hiring a call answering specialist to answer calls when their agents were on-site, The Letting Game were able to make sure every call was answered professionally, to their service standards and at low cost.

When we were all out of the office, or when all lines were busy, any missed calls were diverted and answered by the team at Virtually There,“ Jack remembers.

It’s hard to put a value on every enquiry we receive, but often if you don’t catch them that one time they call, they’re lost to your competitors. It was working with Virtually There that enabled us to grow so rapidly,” he adds.

The Letting Game to this day still uses Virtually There’s call answering virtual reception service to pick up any calls that cannot be answered by their agents.

Since the adoption of Virtually There’s call answering services, The Letting Game has won many awards for customer service, lets over 100 more properties a month than their competitors and has been recognised as the fastest-growing independent letting agent in Bristol.

With a variety of call answering services on offer – including basic message taking to in-depth virtual reception services, there are a number of options to suit every business type at each stage of their development. To find out how a call answering service can support your growth, visit Virtually There’s Call Answering page.

by | Jan 6, 2020