Our answering service and call center scripting is 100% customizable, allowing property management companies to structure accounts that meet their needs. While some may only need after-hours maintenance support, others may need a 24 hour call center to answer every call made to their office. These two accounts would have radically different scripting. Below you’ll […]

Our answering service and call center scripting is 100% customizable, allowing property management companies to structure accounts that meet their needs.

While some may only need after-hours maintenance support, others may need a 24 hour call center to answer every call made to their office. These two accounts would have radically different scripting.

Below you’ll find a very basic property management call center script, which is used as a starting point for new accounts and to give potential clients an idea of what is possible.

Answering Phrase/Introduction

The answering phrase is what our operators use to greet your callers.

Example Thank you for calling (company name), my name is (operator name), how may I help you?

Call Type Filtering

After answering, we select the nature of the call based on the caller’s request. This filtering process allows us to follow unique scripting depending on the situation.

Sample Call Types

  • Rental Inquiry
  • Maintenance Request
  • General Office

Rental Inquiry Call Scripting

Below is sample scripting for the Rental Inquiry call type. This scripting would be used for a potential tenant calling to obtain information about your units. In this example, we are working as the answering service and taking a message to deliver to the office. Under a different scenario, we may be utilizing your website to provide information directly to the caller or pulling data from a database of frequently asked questions.

Rental Inquiry Sample Questions/FieldsFor:

“May I have your first and last name please?”

“May I have the best area code and phone number to reach you today please?”

“How many bedrooms are you interested in?”

“What is your price range?”

“When are you looking to move in?”

Message Details:

Rental Inquiry Call Closing

“I will deliver your message to the office. Thank you for calling.”

Maintenance Request Call Scripting

The Maintenance Request call type would be used for current tenants calling to request maintenance on their unit. This sample script provides a list of common emergency maintenance issues that need immediate attention. If “other” is selected, the call is held until for the office. Every property management client can provide their own list of emergency maintenance issues.

Maintenance Request Sample Questions/FieldsSelect Issue:

  • Fire
  • Flood
  • Freezer Out
  • Lock Out
  • No A/C
  • No Electricity
  • No Heat
  • No Hot Water
  • No Water
  • Sewer
  • Pipe Frozen
  • Refrigerator Out
  • Toilet Clogged
  • Water Leak
  • Other

“May I have your first and last name please?”

“May I have the best area code and phone number to reach you please?”

“May I have the address this is regarding please?”

“May I have the apartment number please?”

“Does maintenance have permission to enter if you are not at home?”

Message:

Urgent Maintenance Call Closing

“I will dispatch your message to maintenance immediately. Thank you for calling.”

Call Closing for All Other Maintenance Requests

“I will deliver your message to the office. Thank you for calling.”

General Office Call Scripting

The General Office call type is used for all calls that are not Rental Inquiries or Maintenance Requests.

General Office Sample Questions/Fields“May I have your first and last name please?”

“May I have the best area code and phone number to reach you please?”

Message:

General Office Call Closing

“I will deliver your message to the office. Thank you for calling.”

By Last Updated: September 12, 2022Categories: Resources2.7 min read