Spicerhaart is introducing new systems across its national network that use AI call analysis and additional CRM data tools aimed at improving call handling and identifying potential sales opportunities.
The initiatives, known internally as Amplify and EchoIQ, are intended to help agents make greater use of the data held within the company’s CRM system and increase the number of outbound calls.
Amplify draws on data already stored in the CRM platform to track customer interactions and identify potential opportunities within existing records.
EchoIQ provides AI-based analysis of recorded calls, reviewing conversations to identify patterns, areas for improvement and potential missed opportunities.
The new initiatives are being introduced across Spicerhaart’s portfolio of estate agencies, including haart, Felicity J Lord, Darlows, Chewton Rose, Haybrook, Howards and Butters John Bee.
Antony Lark, CEO of Spicerhaart, said: “With Amplify, we’re unlocking the power of our own data in a smarter, more disciplined way, while EchoIQ strengthens our coaching and raises call standards.
“Together, they enable our teams to be more focused, more proactive and more successful. Estate agency will always be a people business. This investment simply ensures our people have the very best insight to deliver for customers.”
Maz McNaughton, Senior Training Manager & Digital Learning Specialist at Spicerhaart, commented: “Our CRM is rich with data, but in a busy branch environment it’s easy for valuable insight to sit unused. I could see how Amplify could enhance performance, engagement and the capability within our CRM.
“It will make our people more effective, enabling them to work their database with more insight, identify opportunities quickly and spend more time having purposeful and valuable conversations with customers rather than searching for who to call next.”
Matt Clarke, Head of IT at Spicerhaart, added: “In estate agency, so much of our value sits in conversations with our customers. Historically, managers have only been able to review a small percentage of these interactions – often just a handful of calls – each week, which naturally limits the level of insight available. EchoIQ analyses them at scale and highlights what we’re doing brilliantly and where we can improve.
“What’s particularly powerful is the ability to uncover insights that would otherwise go unnoticed, especially at a group-wide level. It allows us to coach and mentor more effectively, gain better visibility of customer needs and trends, and ultimately help our teams continue to grow and perform at their best.”