Every after-hours call answered for The Real Estate Business School
The Real Estate Business School runs its courses around the clock. Its people work business hours. We put Joe in the gap between the two: every after-hours call answered, students helped on the spot, prospects captured, the rest handed to a human with the full story attached.
The business, in brief.
The Real Estate Business School (TREBS), the Austin Institute of Real Estate, teaches people across Texas how to get their real estate license and build a business on it. The promise on the door: get your license and learn to use it.
The courses are self-paced and online, so the school is open whenever a student has an hour: before work, after the kids are in bed, on a Sunday afternoon. The support team, though, works Monday to Friday, 8am to 5pm.
What they were up against.
Picture the 9pm student stuck on a login. Voicemail. Picture the Sunday prospect comparing schools. Same voicemail, and the next school on the list got the conversation. Schools do not lose enrolments on price; they lose them on the phone nobody picked up. And because unanswered calls leave no record, nobody could say what the gap was costing.
Leads lost to whoever answered
People comparing schools call evenings and weekends. When TREBS went to voicemail, the next school on the list got the conversation, and often the enrolment.
Students stuck at the point of effort
Someone studying at 9pm with a module that will not load is doing exactly what the school wants. Hitting a dead end trains them to stop trying.
A gap nobody could measure
No record existed of how many after-hours calls came in or what they wanted. The team was losing enrolments it never knew it had.
The work, off their plate.
We switched Joe onto the school's existing number for every hour the human team is off the clock: first line for students, first contact for prospects, a clean handover for everything that needs a person. No new number, nothing for students to learn.
First-line support for students
Login issues, module access, course navigation: Joe resolves the routine questions on the call, in under a minute, with no human involved and no waiting until morning.
First contact for prospects
Callers asking about courses, pricing and licensing get answers immediately, and their details are captured, so a Sunday-evening lead is a Monday-morning enrolment conversation.
Escalation with the full story
Anything that needs a human is logged and emailed to the operator team with the whole conversation attached. Operators start the day with a complete overnight record instead of guessing at missed calls.
Setup, not a project.
Wrote down the routine answers
The questions students and prospects actually ask after hours, typed in plain language like a brief to a new hire: courses, prices, logins, module access.
Set one escalation rule
Anything outside that scope gets logged and emailed to the operator team with full context, so nothing depends on a student calling back.
Switched Joe on after hours
Joe answers the existing number whenever the human team is off the clock. No new number, nothing for students to learn.
Two functions, typed in plain words: answer the routine, capture the rest.
Your version of this story starts this afternoon.
Hire Joe today. The first conversation gets answered tonight.
400 credits on us for 7 days to decide if he keeps the job.