Named-agent requests through a real estate receptionist

The decision to make first

A caller may want a particular agent who is not the current listing owner or who cannot accept a live transfer at that moment. Respect the team’s approved contact policy and distinguish a preference for an agent from a confirmed assignment or live availability.

What the handoff should contain

Capture requested agent, caller purpose, relevant property, callback and whether the team should preserve an existing relationship in its review.

Suggested wording to approve

Example wording: “I can note that you would like that agent to contact you. I can only use the transfer or callback options the team has approved.”

Test the difficult case

Test a former client requesting an agent, an unavailable agent and a caller asking for a private number instead of the published contact route. Do not disclose personal mobile numbers, private calendars or current client locations to help a caller reach the agent directly.

Worked example

Fictional example: A previous client asks for a particular agent’s private mobile number. The assistant records the requested contact and offers the approved callback or published route. It should not expose the personal number or promise that the agent will respond at a particular time simply because the caller describes a longstanding relationship.

Review it in operation

Review whether named-agent requests reached the correct team owner without bypassing the normal privacy and availability boundaries.

Check before you launch

• Respect the team’s approved contact policy and distinguish a preference for an agent from a confirmed assignment or live availability.
• Capture requested agent, caller purpose, relevant property, callback and whether the team should preserve an existing relationship in its review.
• Test a former client requesting an agent, an unavailable agent and a caller asking for a private number instead of the published contact route.
• Review whether named-agent requests reached the correct team owner without bypassing the normal privacy and availability boundaries.

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