“Cut the callback backlog to zero. Surveyors are on site, and every enquiry still gets answered and logged.”

The challenge

Kinnear received 40–60 calls a day from home buyers, solicitors and estate agents. With every surveyor on site, 80% of calls hit voicemail, and the office manager spent afternoons returning calls that had already gone elsewhere.

What they set up

A front-desk assistant that answers instantly, identifies the caller and the property, captures the reason for the call and books survey slots straight into the team calendar. Urgent matters are flagged high priority and the on-call surveyor is alerted immediately with the details; everything else is emailed as a summary within seconds of hang-up.

Results

• Missed calls down 82% in the first month
• 31 survey bookings a week made without staff involvement
• Callback queue cleared every day by 5 PM
• Office manager freed for 3+ hours a day