ATL Contracts uses Email Meter to evaluate and improve their team’s performance. Thanks to the improved visibility, they’ve managed to transition to remote work without missing a beat.
This Atlanta-based firm is a small Real Estate Transaction and Listing Management company that specializes in preparing contracts for real estate deals. They pride themselves on offering real-time support 7 days a week to their clients, which can be a challenge in the fast paced real estate industry. Stephanie Williams, the COO, has been using Email Meter to manage her team of 3 after going fully remote due to complications from COVID-19.
When COVID-19 forced Stephanie and her team to abruptly take up work-from-home, she was feeling a bit lost when it came to evaluating her team as they weren’t all together in the office. The three people that she manages need to be consistently hitting the 2-hour email response time SLA that she has set up, and she wanted to be able to tell when the team is busier than usual so she can better accommodate them.
Stephanie has fully incorporated Email Meter into her weekly routine, and she logs once a week to check up on her team’s stats. This helps her feel a stronger connection to the team and how their week is going. The most important metrics for her are the amount of emails received and response time. She lets the coordinators know when they aren’t hitting SLA’s, or asks them how they’re feeling if she see that their workload has been out of control.
Teams across the world can relate to Stephanie’s concerns regarding remote work during COVID-19. With the transitions happening basically overnight, managers everywhere were faced with a brand new challenge - what changes should they make to ensure a productive and healthy work environment for their remote team?
Stephanie wanted a concrete way to evaluate performance and workload so that she could minimize the amount of pesky meetings she needed to have with her team, and avoid blindspots that could lead to bigger issues down the road.
She uses the 2 years of historical data to make easy comparisons between performance during periods before starting remote work and what’s happening now. Instead of relying on instincts about whether her transaction coordinators were maintaining the same service level for their clients, or if they might be struggling, she has real data to take into account.
Stephanie knows that when workload gets too intense, it can lead to a decline in customer service. She says: “I use Email Meter to determine if I need to make staffing changes so that my team can thrive, and no one gets overwhelmed.” For example, Stephanie has a few part-time employees that are there to help the team stay up-to-date and organized.
Before Email Meter it was hard for her to determine who on the team needed the most help. Now, when she logs in weekly, she can see who had the busiest week and then assigns someone to assist them in the upcoming week, so they get the support they need. She likes that there is a true standard she can compare between each coordinator, so she’s not just assigning them based on her intuition.
She says that she also uses Email Meter to see when workload for everyone is too high, which indicates that she needs to start a new hiring process.
To stand out from competition, Atlanta Contracts has developed the 7 Aspects of the Agent Experience, so they can hold themselves accountable to their clients and to their own values. Stephanie says that Email Meter is the best way for them to maintain and measure the first three aspects: responsiveness, speed, and communication efficiency.
Upper management was constantly reminding the team about these values, and trying to really engrain them in the company culture. Having the real data to showcase how the team is doing internally, and being able to share their quick response times with their clients, is a huge plus.