Structuring Your Team

One of the keys to successfully converting active customers is to divvy up team responsibilities efficiently. Top teams divide responsibilities this way:

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Connections are routed directly to buyer agents.

To reduce friction in the customer experience, route connection calls directly to the buyer agents with whom they would be working. This helps to build rapport between agents and their clients, and gives customers one main point of contact for their home-buying journey.

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Optimized lead routing connects the right leads to the right agents.

Use routing rules in the Zillow Premier Agent app to assign connections to the agent who works the appropriate ZIP and price point. Using Zillow Premier Agent routing rules can also avoid the technical challenges associated with third-party routing systems.

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Support staff keep buyer agents free to take connection calls.

To free up buyer agent time to take connection calls, each agent should have access to support staff to help them stay efficient to the extent allowable by your state licensing requirements. Key support roles include showing agents, transaction coordinators and assistants. In particular, we strongly recommend showing agents to help your team work more efficiently.