Estate agents · Cloud phone systems
Answer every buyer, vendor and landlord call, whichever branch they ring
Estate agency lives on the phone: a missed call at 9am on a Saturday can be a lost instruction. A [cloud phone system](/business-phone-system/) keeps every branch, negotiator and valuer reachable, on the desk, in the car or on a viewing.
The problem
Where the phones get in the way
Missed calls mean lost instructions
Everyone is out on viewings and valuations just when the phones are busiest. A vendor who gets no answer will ring the next agent on the list.
Negotiators are never at their desks
Your best people spend the day in cars and on doorsteps. Calls to a desk phone go unanswered while they are standing outside a property.
Branches work as separate islands
Each office has its own numbers and its own way of handling calls. Enquiries get stuck at the wrong branch and nobody can see the wider picture.
Weekend and evening enquiries fall through
Portal enquiries peak in the evenings and at weekends, often when the office is shut. Callers hear a ringing tone or a generic voicemail.
The fix
What a cloud phone system changes day to day
Branch-based call routing
Send lettings, sales and valuation calls to the right team first time, with sensible fallbacks if that team is busy.
Mobile app with your office number
Negotiators answer and make calls from their own phones as the branch, so personal numbers stay private.
Hunt groups and ring order
Ring the whole team, the person who dealt with the vendor last, or work through a list until someone picks up.
Call recording
Keep a record of what was agreed on offers, viewings and fees, useful when a chain gets complicated or a dispute arises.
Out-of-hours handling
Play a branch-specific greeting, forward to an on-call mobile or take a voicemail that is emailed straight to the right person.
Reporting and integrations
See answered and missed calls by branch and hour, and connect with popular CRM and property-management systems where supported.
Handling lettings and sales calls properly
Lettings and sales call patterns are very different. Tenants ring about repairs and renewals during the week, while buyers and vendors ring about viewings, offers and progression. A cloud system lets you give each team its own numbers, greetings and rules, then bring the results together in one set of reports.
Because calls are routed by software rather than by cabling, changes are quick. Moving a negotiator between branches, covering a holiday or opening on a bank holiday becomes a few clicks. Branch managers can see who has answered what and where calls are going unanswered, then fix it the same day.
How a rollout works for an estate agency
We start with a free survey of each branch: your current lines, handsets, broadband and the way your teams actually take calls. We then design the call flows with you, including valuation lines, lettings lines and out-of-hours rules, and agree a cut-over date that avoids your busiest viewing days.
Existing numbers are kept, so your advertising, boards and portal listings do not change. Handsets and mobile apps are set up before go-live, staff get short hands-on training, and our UK-based team is on hand during the first week. Branches can move one at a time if you prefer.
Keeping calls working when things go wrong
A dead phone line on a Saturday morning is expensive for an agent. With a cloud system, if a branch loses its broadband, calls can be diverted automatically to mobiles or another branch, so enquiries keep arriving while the fault is fixed. A resilient business internet connection or 4G backup adds a further layer.
The PSTN and ISDN networks are due to be switched off, with completion expected around January 2027. Agents still on traditional lines will need to move, and doing it now, on your own timetable, is far easier than rushing later. We can help you plan the switch across all your offices.
Your questions answered
Can our negotiators use their own mobiles?+
Yes. A mobile app lets them make and receive calls as the branch, using the office number. Customers see the agency number, personal numbers stay private, and calls can still be recorded and reported on. When someone leaves, you simply remove the app login.
Can we keep the numbers on our boards and portals?+
In most cases yes. Existing geographic numbers can usually be moved, or ported, to the new service, so your signs, website and portal listings stay accurate. We plan the port date with you so there is no gap in service on a busy day.
How do we handle out-of-hours portal enquiries?+
You can set evening and weekend rules per branch: a tailored greeting, forwarding to an on-call mobile, or voicemail sent to email. That gives callers a clear next step and gives your team a prompt follow-up list on Monday morning.
Will it connect to our CRM or property software?+
Many popular CRM and property-management systems can work alongside a cloud phone system, for example showing caller details or logging calls. What is possible depends on the software you use, so we check this during the free survey rather than promise it up front.
Do we need new handsets in every office?+
Not always. Some compatible handsets can be reused, and you can also use a desktop or mobile app. Where new handsets are needed we recommend and supply them. Reception usually benefits from a proper desk phone with a busy lamp display.
We have several branches. Can you manage them as one?+
Yes. Branches can share one system, with extension-to-extension calls between offices at no extra call cost, one admin portal and combined reporting. Each branch still keeps its own numbers and rules. We cover the whole UK, so location is not an issue.
Questions to ask before choosing a phone system for your agency
- ✓ Can calls follow a negotiator to their mobile without exposing their personal number?
- ✓ Can each branch have its own greeting, opening hours and fallback rules?
- ✓ Will you keep your existing branch and advertising numbers?
- ✓ Can calls be recorded and searched when a dispute arises?
- ✓ What happens to calls if a branch loses its internet connection?
- ✓ Is support UK-based and available out of hours and at weekends?
Why choose CBC
Phones, networks and security from one UK team
We are committed to giving every customer the best possible phone and networking solution for their business, then supporting it for the long term.
- 24/7 UK-based supportReal engineers, any hour, no overseas call centre.
- One-to-one serviceA named CBC engineer who knows your setup.
- Grows with youAdd users, sites or features without changing supplier.
- Customer satisfaction firstClear quotes, fixed pricing and honest advice.
Get a free quote
Tell us what you need and we will reply as soon as possible, usually the same working day.