REALTORS® reap benefits of joint NAR/RPR customer care initiative

Two national customer support centers have joined forces to enhance and expand the quality of services provided to REALTORS®. The partnership is expected to generate significant cost savings and improve overall member satisfaction.

The program, launched in June 2018 by The National Association of REALTORS® (NAR®) and Realtors Property Resource® (RPR®), positions RPR’s Customer Support facilities in Omaha, Nebraska as an overflow mechanism for NAR’s Contact Center. Now, REALTORS® waiting to speak to an NAR representative will be transferred to an RPR customer support representative. Over 70 percent of those calls are answered by RPR within 30 seconds, resulting in reduced hold times. Since taking shape just weeks ago, the program has decreased NAR call hold times from 01:06 minutes in June 2018 (before program launch) to 29 seconds in July 2018 (following program launch).

The partnership is also expected to yield significant financial savings for NAR. The 1.3 million member association will reduce costs in both staffing and systems, while increasing both service and efficiencies. Plans are also underway for the two groups to merge their individual contact management systems (CMS). The consolidated system will further reduce operating expenses for NAR and yield savings for both organizations in terms of overall infrastructure costs.

“The partnership between NAR and RPR is an excellent example of how leveraging resources across NAR creates efficiencies and improves the quality of service for REALTORS® across the nation,” said Frederik Heller, director of member support at NAR. “Working together, our call centers will deliver long term, meaningful benefits to Association members who can expect to have their questions answered promptly and to their satisfaction.”

RPR’s Customer Support Center fields phone calls, online chats and email requests from REALTORS® across the country. The center expects to handle over 20,000 calls annually for NAR alone. NAR Member Support typically handles 123,000 phone calls a year.

According to Troy Berry, RPR director of customer support, “the center prides itself on being at the forefront of cutting edge technologies while also cultivating an accessible and user-friendly experience. It’s our mission to provide a ‘concierge’ level of support to all of our members,” said Troy. “We focus on every interaction with a single goal—to help our members grow their businesses.”

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