Case Studies

Property Management Answering Service

Order Taking and Customer Service Call Center

Lead Generation Call Center

Property Management

Several major property management companies in southeastern Wisconsin use our service to assist them with after hours calls for the properties they manage. Spectrum Communications can…

1. Maintain a database of all properties, their addresses and on call staff for each property.
2. Follow consistent protocols if you want all properties to be treated the same, or design unique protocols for each property.
3. Qualify emergencies vs non-emergencies based on the property managers specifications. For example, while water leaks and fire alarms should always be dispatched, if the toilet is backed up should we check to see if it's the only toilet available and only if so, then dispatch the call? For lockouts, should we be notifying the caller that a lockout fee will be charged? For noise complaints, should we contact your on-call staff or refer the caller to contact the police? For some issues, should we just contact an onsite caretaker instead of your maintenance on-call staff? Spectrum Communications will create a procedure to be followed according to your criteria.
4. Provide detailed reports on time spent servicing each of your properties so that you can bill our services back to the individual properties if you wish.

Catalog Orders and Customer Service

A local company sends out a catalog to millions of addresses nationwide throughout the year. They needed help handling the growing number of calls they were generating. Over the past decade, Spectrum helped them expand their customer base and increase sales:

1. Spectrum Communications handled all of their phone sales 24/7, directly inputting the orders into our client's system.
2. As their orders grew in numbers, so did the number of customer service inquiries, so Spectrum became their 24/7 customer service department as well, handling returns, shipment status questions, product questions, etc.
3. Spectrum Communications works closely with our clients' staff members to ensure that issues that arise can be addressed quickly and effectively. Our frontline staff passes along feedback received from customers to our clients.
4. Our staff is trained on answering questions about the variety of products offered, up-selling and cross-selling items and offering specials/promotions as appropriate.
5. All calls are recorded so we can easily go back to the original orders when questions arise.

Lead Generation

An international insurance company wanted to find a fair and effective way to distribute leads among their authorized agents. In the beginning, Spectrum Communications developed a system with our client for fairly distributing the leads and referring callers to the appropriate agents. After some time of doing things this way, we worked with our client to improve upon the process so that we could:

1. Directly connect the caller with the appropriate agent.
2. Email the agent the caller's information so they have it immediately available while on the phone with their prospect.
3. Rotate through the agents as needed to ensure fair distribution of the leads.
4. And we saved our client some money in the process!