The UK’s number one property website has chosen storm-based call recording technology to provide a powerful new service for its community of estate agents across the UK. Rightmove.co.uk uses storm® RECORDER™ to provide a hosted call recording service, giving estate agents an invaluable resource and added benefit of advertising with Rightmove.
Rightmove provides a marketing service for estate agents, enabling them to promote properties for sale or let, through a single, highly successful property portal. Rightmove is the market leader in the UK, with more users, more advertising members and more properties than any other property website.
storm RECORDER has been introduced to support Rightmove’s lead generation and follow-up system for estate agents. Each participating agent is assigned a unique non-geographic (0843) number, which allows the number of telephone leads generated by Rightmove to be stored and measured. The numbers are key indicators of the value delivered by Rightmove to its customers.
It is important for member agents that calls are handled professionally and promptly. Rightmove identified an opportunity to help by delivering a solution to monitor missed calls and how connected calls were handled.
Agents are alerted by an automatically generated email if a call is not answered. Where details of the caller have been captured, they are included in the email. Estate agents can also use RECORDER’s functions to record customer calls and track how well their representatives are handling sales enquiries and managing transactions. This facility gives estate agents access to industry-leading call recording technology, which would usually be outside their budgets.
RECORDER tracks comprehensive details of each call, such as the geographical source of the enquiry. Agents can build profiles of prospects and assess the value of advertising and promotional activity. They can also create and analyse their own call traffic reports through the Rightmove portal, helping them to plan staffing levels in keeping with likely peaks and troughs in call traffic.
Rightmove routes approximately 30,000 calls per day to its estate agents; 5% of agents listen to call recordings and 15% regularly check the Rightmove Telephone Lead Report.
Inbound and outbound
storm RECORDER is an intelligent and versatile contact centre recording system for inbound and outbound calls. It is a hosted service, which can be integrated with existing contact centre systems, or operated as part of a complete storm CONTACT™ hosted contact centre deployment. RECORDER is suitable for all call recording needs, including dispute resolution, training and regulatory compliance. As a hosted service, it can operate across an entire corporate estate, encompassing branch offices, overseas sites and home workers.
Recording in the cloud
With storm RECORDER, Rightmove has deployed multimedia, multi-channel recording through a single hosted platform with massive capacity. High levels of availability are maintained and higher volumes of calls can be accommodated, so that no opportunities are missed.
As a solution hosted in the cloud on the Redwood-based stormplatform, RECORDER was deployed without the need for capital investment and the simple fee structure allows for easier budgeting.
storm’s integrated architecture and intuitive graphical interface enables detailed, near real-time reporting, easy management and rapid archiving and retrieval. When managers need to review a sequence of calls, recordings can be downloaded as audio files, or streamed directly from the network.
Bernard Phillips, Business Analyst for Rightmove plc, explains that storm RECORDER is a strong differentiator for Rightmove, contributing directly to its competitive advantage: “Estate agency is a fiercely competitive market,” he says. “storm RECORDER has allowed us to introduce a unique solution that helps our clients to deliver a better service, and win more sales.”