BACKGROUNDOur Client is the leading resource for matching the best real
estate agent to a buyer or seller. They apply statistical data
analysis and machine learning methods to predict which Real
Estate Agents will bring the most experience, expertise and
negotiating power to a client’s home transaction. The result:
A list of the best agents personalized to your needs.
THE CHALLENGEThe Client did not have an adequate quality assurance program and therefore no way of providing developmental feedback to sales agents on the quality of customer interactions which could be used to drive improvements and results.
THE APPROACHThe Client was looking for a partner to manage a quality assurance program and provide analysis and feedback on their sales consultants. They wanted to build a team and maintain a quality program that was focused on not only reviewing agent-level performance but also providing program level data to help improve business processes.
The Client turned to OPSIFY to develop their Quality Assurance program from the ground up. OPSIFY QA Analysts worked with the Clients Sales Management to map the customer contact experience and then create a scorecard for the client that provided a breakdown for each value considered critical to their program’s success.
As part of the analysis, certain agent behaviors were identified as red alerts and from that information, a zero tolerance policy was created. In addition, a high-level process map was created for the client to help them better understand the QA process. The OPSIFY QA team provided 2 key outputs – A QA process and the Voice of the Customer. When correlated the results of those outputs to other KPIs drives the agents overall performance and effectiveness.
The ResultsBased on our feedback and recommendations the Client has seen improvement from their agents in the accuracy of Realtor recommendations which increases the prospective Buyers and Sellers belief and trust in the Agent and the Realtor.
Additional improvement in the consistency of qualifying for both a Buyer and Seller opportunity has also led to a 4% improvement in presenting the Value Proposition, meaning the Sales Agents are able to highlight the benefits of the program/service which in turn promotes trust and credibility.
Identify a New Source of RevenueThere has also been a 3.65% improvement on Other Side Transaction, meaning an increased opportunity to improve commissions and revenue for both the Realtor and in turn the Client.
These improvements from the initial QA/Analytics in only 6 weeks resulted in the program being expanded to also include QA of the Clients Partner channel. In addition to the expected improvement a Quality Assurance audit would have on Agent performance, OPSIFY was able to identify a new source of revenue by categorizing and quantifying what had previously been dispositioned and viewed as non-sales opportunities.