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To keep transactions running smoothly, all team members must follow the communication schedule below. This ensures agents, clients, and partners receive timely daily updates and support.
Email Correspondence within Shift
10 minutes
10 minutes
Responding to Emails and email request
Email Correspondence after shift
ASAP during next shift
ASAP during next shift
Automatic email (if they request YOU specifically) saying you’re not available, and who they should contact
RARE CASE
Texts from Agents/Team Staff
5 minutes
5 minutes
Whether it’s to let them know you’re busy or to answer their response directly
Calls
Right Away
Right Away
Leave your phone ringer on during shifts *NO DND during shift time*
Missed Calls During Shift
Text Right Away
Text Right Away
Tell the person you are currently on the phone with that you are receiving a call, and ask if you can have a moment to send a text to the missed call
Title, Lender, or Other Agent not responding to you
5 minutes
5 minutes
Give your agent an update about the lack of responsiveness
Transaction Updates to your Agent
Daily in the morning and at the end of the shift
Daily in the morning and at the end of the shift
Maintain updates throughout the day as well
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