Alex Call Center FAQ's
Can you schedule my appointments at a certain time?
No. Unfortunately, due to high call volume, Alex’s job is to make an appointment and follows the same logic with every call. Appointments will be made for the following day at the seller’s convenience. Weekends are not considered.
How do I set up my forwarding number/fix a forwarding issue?
The Accountability Coach’s have information on how to set up your forwarding number and how to fix any issues with forwarding numbers. Please contact your coach for further assistance.
Why can’t I find the audio for a lead?
Due to high call volumes and Alex processing so many calls a day, in rare occasions, due to updates and synchronization it may take a little longer than usual to download an audio into BOX. If this does occur and you need the audio, please email email@example.com and we will gladly attach it and send it to you through email.
What is BOX?
Box is the cloud file storage that we use with our Alex Call Center. This is how we store all the recordings and share them with the Call Center Members. You get access to your own private Box folder that one else has access to.
Where can I find the audio for a lead?
Audios are in your BOX folder. You should have received an email containing your box link when you first signed up. If you do not have your box link folder you can always email support and ask for it. firstname.lastname@example.org
Does Alex follow up if I missed my appointment?
No. Alex does not know whether you called your appointment or not. With that said there is no way Alex can call to reschedule your appointments. Alex’s job is done with your lead when an appointment is made. You must contact your lead to reschedule the appointment. If your lead calls the Alex call center because they missed their appointment, we will send you an email with phone call details including seller’s information and requested call back time/day.
Can I please get the Alex’s to obtain info from the sellers if the property is rented, such as lease terms & monthly rental income?
Alex cannot obtain this information from the seller…That is actually in the Ryan Script as it’s part of the “Creating An Offer” part of the business.
And yes, they are great questions to ask since it lines it up for the possible Terms Deal. Like Ryan, the investor/VA member should ask the questions when you call the Seller for the scheduled appointment.
How do I know if an appointment was made?
You will receive an email with appointment details. All appointments are made at the leads convenience. Appointments are not rescheduled by Alex. If you cannot make the appointment please contact the seller to reschedule. If the lead calls in because they were not contacted, an email is sent to you as a “Missed Call” email, please contact the seller even if you are not interested in buying their house.
No Appointment Made Emails:
What happens if a house is listed?
Alex discontinues call and the lead is put on a “Follow Up” campaign.
What happens when someone is not interested in selling?
They are no longer contacted by Alex. They are considered a dead lead.
When will I receive a “No Appointment Made” email?
No Appointment Made emails are received when Alex speaks to the lead and they are either
- Not Interested in selling
- Does not want to be contacted/ receive mail.
- Does not want to go through process and wants to speak directly with a purchase manager.
- Number was a business number/ automated message.
- Interested in selling commercial property, mobile home, and empty lots.
- Wholesale investor looking to sell a contract/contracts.
- Does not speak English.
- REA agent calling in for a client that has a contract with them.
- House is listed with a REA.
Additional Questions/ Requests:
Was wondering if Alex actually sends the picture email or if it’s our job to send the email for seller’s pictures of the house?
If the seller is able to send pictures, Alex has a generated email that is sent out after the option “yes will send pictures” is selected. If the seller cannot send pictures then no email is sent out to seller. You do not need to send an email unless your lead didn’t send us pictures and you would request them after speaking with them.
Reasons why they wouldn’t send pictures:
1.) NO email address provided.
2.)NO knowledge of sending emails.
3.)NOT in the same city/state as property.
4.)Tenants in the house.
5.)REFUSES to send pictures.
What happens to missed calls on the weekend/holidays?
Calls that are missed during the weekend or holidays will be added into the system the following business day. If you have missed calls and have not received an email for them it is because they have not been put in the system. When a contact is added and you receive a “Contact Added” email but not a second email, it is because contact has not been made with the lead. This will put the lead through a call back campaign and once the lead is spoken to, you will then receive the second email. If you are having issues with receiving emails, please contact your accountability coach.
What are the call center business hours for Alex?
Business hours are Monday through Friday 8am – 5pm PST. Call center is closed for holidays.
Where are my voicemails saved?
Voicemails are also saved in BOX.
Can Alex put someone on a follow up campaign after an offer was declined?
No. Alex’s job is not to negotiate with the seller. If the seller declined your offer it is up to you to follow up with them. After an appointment is made Alex does not contact that person anymore.
Can Alex schedule my appointments for a specific time or day?
No. Due to so many calls and appointments made, Alex follows the same logic for every call. Appointments are following day at seller’s convenience.
Follow Up/ Call Back Process:
What is the “Follow Up/ Call Back Campaign?
First, there is a “Call Back Campaign” and there is a “Follow Up Campaign”
- Call Back Campaign is when someone calls and we missed there call. Usually after hours or weekends. So, we have to call them back because we have not made contact with them yet. The schedule for this campaign is to call on:
Day-1 x 2, Day-2 x 2, Day-3 x 2, Day-5, Day-7, Day-10 and Day-15. Up to 10 calls and on each call we also Text and email if we have a cell and or an email.
- Follow Up Campaign is when we do make contact with the caller and the caller STATES “YES”, they do have a house that they are interested in selling but Alex is not able to go through and make an appointment. Usually because the caller does not or will not answer all of the Big 5 Questions.
- Do you have a house for sale?
- What is it worth?
- What are the repairs/condition?
- What do you owe?
- What do you want for it (Price)?
So, if the answer is “YES” to question #1 but does not or will not answer one or any of the other 4, then no appointment is made and Alex will follow up to try and get them answered to get the appointment scheduled.
This is when the system will activate the Follow Up Campaign (using our 15-30-60-90 day follow up plan).
Needless to say, if the answer is “NO” to the question #1… No Appointment Is Made and The Caller Will NOT Be Followed Up On. (Alex will have no other contact with this type of caller).
Additionally, just recent, if the caller answers Yes, they do have a house for sale but, the house is listed… the system now activates a separate Follow Up Campaign. This “Listed Follow Up Campaign” consists on a follow up call every 30 days for 6 months.
At the end of All or Any of the above campaigns, if Alex does not reach the point of scheduling an appointment, either because we were unsuccessful at making any or further contact or we were not able to get the caller to answer the Big 5 Questions, or the Caller asks to not be contacted or states that they Do Not Have An Interest, then the Caller/Lead will be marked as “Dead Lead” and no other attempt to contact them will be made.
Throughout the Alex Process you will get notifications of your lead’s position.
You get notified:
- When the call is received and we added it to the system
- When we made contact
- When we did or did not make the appointment
- And when we reached the end of the Call Back or Follow Up campaigns
REMEMBER:It Is Your Lead! At any point “AFTER” Alex Has Made Contact and No Appointment Was Scheduled… you are more than welcomed to and perhaps in some cases should jump in and get involved. You have access to the callers information, the audio of the conversation with Alex and you more than anyone is in a position to identify a “Worthy Lead”. It’s your lead, your market and your Area of Expertise.
Thank you for the opportunity to be of service. I truly believe that our Alex Call Center is hard to beat!