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Franchising - A year with CSD

On the 1st of August 2014 Winkworth Franchising Ltd launched the Client Services Department (CSD). The department was headed up by Melanie Scott-Power, our head of Business Development with seven Business Consultants (BC’s). Our CSD department consists of a motivated team that access our database and call registered clients on a daily basis. Their purpose is to generate extra leads for the front offices so that the negotiators can concentrate on doing viewings. The team cross-pollinate applicants and properties across our network of offices, removing the walls of territory that each office operate in to maximise the benefits to clients and offices alike. Each BC makes between 90 and 100 calls a day, targeting 1 MR and 2 MA's Over 700 applicants register with Winkworth every day and we had, at the time of CSD launching, over 354,000 people on our archive database. Each BC’s role is to chat to each client and re-confirm their requirements, ensuring all details are correct, updating their current search status and making sure nothing has been missed. “With so much client data coming in every day across the company, we realised the need to be more efficient and opportunistic about generating business from our own customers and ensuring we maximise every opportunity that comes our way,” Melanie commented. “The CSD is a pro-active team dedicated to generating business and fees for the front offices via market appraisals and financial services referrals from our current database. The CSD makes outbound calls providing exceptional customer service, helping the offices to increase the numbers of rentals and sales it completes.” Born from a select few Winkworth offices, we have now rolled this out to 49 and growing. Each BC makes between 90 and 100 calls a day, targeting 1 MR and 2 MA’s each. “The team has a young dynamic – with 50% of us being graduates. We all get on really well, enjoy going for drinks after work and the males have recently started up a football team where we play league games every Tuesday evening.” Commented Max White, the CSD Manager. “We are always looking to expand the team with staff who have experience in a CSD environment who can hit the ground running. Ideally they will have their own developer and multiple landlord contacts to increase market share. We have really good incentives for our BC’s but it takes willingness to learn, competitiveness, a sense of humour and ambition to make a success of the role.” The CSD has just celebrated its first birthday and is making a real impact to the front offices in terms of added instructions and fees. There are growth plans in place for the next 3 years and we wish them all the success!

On the 1st of August 2014 Winkworth Franchising Ltd launched the Client Services Department (CSD). The department was headed up by Melanie Scott-Power, our head of Business Development with seven Business Consultants (BC’s).

Our CSD department consists of a motivated team that access our database and call registered clients on a daily basis. Their purpose is to generate extra leads for the front offices so that the negotiators can concentrate on doing viewings. The team cross-pollinate applicants and properties across our network of offices, removing the walls of territory that each office operate in to maximise the benefits to clients and offices alike.

Each BC makes between 90 and 100 calls a day, targeting 1 MR and 2 MA's
Over 700 applicants register with Winkworth every day and we had, at the time of CSD launching, over 354,000 people on our archive database. Each BC’s role is to chat to each client and re-confirm their requirements, ensuring all details are correct, updating their current search status and making sure nothing has been missed.

“With so much client data coming in every day across the company, we realised the need to be more efficient and opportunistic about generating business from our own customers and ensuring we maximise every opportunity that comes our way,” Melanie commented. “The CSD is a pro-active team dedicated to generating business and fees for the front offices via market appraisals and financial services referrals from our current database. The CSD makes outbound calls providing exceptional customer service, helping the offices to increase the numbers of rentals and sales it completes.”

Born from a select few Winkworth offices, we have now rolled this out to 49 and growing. Each BC makes between 90 and 100 calls a day, targeting 1 MR and 2 MA’s each.

“The team has a young dynamic – with 50% of us being graduates. We all get on really well, enjoy going for drinks after work and the males have recently started up a football team where we play league games every Tuesday evening.” Commented Max White, the CSD Manager. “We are always looking to expand the team with staff who have experience in a CSD environment who can hit the ground running. Ideally they will have their own developer and multiple landlord contacts to increase market share. We have really good incentives for our BC’s but it takes willingness to learn, competitiveness, a sense of humour and ambition to make a success of the role.”

The CSD has just celebrated its first birthday and is making a real impact to the front offices in terms of added instructions and fees. There are growth plans in place for the next 3 years and we wish them all the success!

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