BPO
Qualifying leads and filling diaries across every branch
A Scottish estate agency network was losing leads to slow follow-up. An outsourced team qualified enquiries fast and coordinated viewings across branches.
Results at a glance
- -95%
- First response time
- +31%
- Booked viewings
- +14 pts
- Lead-to-viewing conversion
- -40%
- Missed viewings
3.2 hours to 9 minutes
The challenge
Enquiries poured in from property portals, the website and the phone, but branch staff were busy with valuations and viewings, so follow-up was slow and uneven. A lead that waited hours often went cold, and the network could see enquiries turning into instructions for faster rivals rather than for its own branches.
Coordinating viewings made the gap worse. Diaries lived branch by branch, and matching a buyer to a slot with the right agent meant a chain of calls. Buyers dropped out, valuers turned up to empty appointments and no one had a clear picture of which leads were being worked.
Pain points
- Portal and web leads waited hours for a first response
- Follow-up was inconsistent and many enquiries were never qualified
- Viewings coordination across branches was slow and error-prone
- No shared view of lead status, so good enquiries slipped through
Our approach
- Set up a central team to respond to every new enquiry within minutes, qualifying budget, timing and requirements before handing warm leads to the branch
- Ran viewings coordination from one shared diary across all branches, matching buyers to slots and the right agent in a single call
- Introduced a simple lead status view so every enquiry was tracked from first contact through to booked viewing
- Data handled under UK GDPR with a Data Processing Agreement, and consent captured before any marketing follow-up
Results at a glance
The results
- Median first response to a new lead fell from over three hours to under ten minutes.
- Booked viewings rose by nearly a third as more qualified leads reached the branch ready to proceed.
- Lead-to-viewing conversion improved across the network with consistent follow-up.
Every enquiry gets answered while it is still warm, and the diary just fills. Our agents walk into viewings that actually happen.
Common questions
No. It handles the first response and qualification, then hands warm leads to the local branch. Agents keep the relationship and the valuation, with a full diary to work from.
These are representative engagements. Client identities are anonymised and the metrics are illustrative of the type of results this work delivers, not audited figures for a named client.
Tell us what you need to outsource
Share your requirement and model your savings. We reply within six hours with a clear next step.
Six-hour response. UK GDPR compliant. Named UK accountability.