Though we recommend PatLive as a call center that specializes in taking real estate related calls, it is important to understand that they are a 3rd party company/service and therefore must be managed properly by you just as any other employee/VA in your company. By following these instructions there is NO need to supply PAT Live with any other scripts for taking customer calls.
Send an email communication to PAT@PATlive.com based on the following: Note: Subject Line of email – [PAT Live Account #, First and Last Name]
The body of email is as follows:
Login to Investment Dominator account using Access Credentials (Example: https://investmentdominator.com/rei-crm/crm-00002/my/login.php Username: patliverep01, Password: patliverep01)
Locate Customer Record in Investment Dominator (record status – ‘Mailed Letter 1’)
Use the New Offer Request script to collect customer information
The following steps detail exactly what the PAT Live representatives will see when handling customer calls:
Step 1) Logging Into Your Investment Dominator Account
Note: PAT Live representative username/password should already have been created based on Article – How To Give PAT Live Access To Investment Dominator.
Step 2) Access The Land Records In Investment Dominator
In order to locate a customer, the PAT Live representative should access the green Land records as shown:
Step 3) Locate Customer Record In Investment Dominator
Locate a customer record as follows in Investment Dominator:
1-Search by ‘Last Name‘ using the Search function
2-Customer Record should be in ‘Mailed Letter 1‘ status
3-Put a check by the customer’s name to select that specific record
4-Access the New Offer Request as the script for collecting customer information
Step 4) Use The New Offer Request Script To Collect Customer Info
Collect all customer information as detailed using the New Offer Request script.
The entire call should take anywhere from 5 – 7 minutes.
Press the blue ‘Process Offer Request‘ button when customer call is complete. Investment Dominator automatically places record in ‘Pending Preliminary Research’ status.
Though we recommend PatLive as a call center that specializes in taking real estate related calls, it is important to understand that they are a 3rd party company/service and therefore must be managed properly by you just as any other employee/VA in your company would be.
Below are a few tips to help manage your Pat Live account more effectively.
Approximately 1 week after your account setup is complete and you are nearing the time for PATLive Reps to begin answering calls on your account, you must send the instructional management email to the email address: firstname.lastname@example.org.
In email Subject Line put your [Account #, <<First & LastNames>>]
Specify the following in the body of the email:
“Put In Opening Greeting” & “Side-Bar“
Keep calls to 7 minutes or less.
OK to interrupt customer to obtain pertinent information.
If unable to understand customer’s English – It is OK to collect Name & Phone only.
Review Your Monthly Billings
To review your monthly bill by calling PAT Live customer service at 1 800-775-7790. Review your first month’s bills immediately following the first full month of service.
Note: Obtain your username/password from PAT Live customer service agent.
While on the phone with a PAT Live customer care agent do the following:
Log into your account, (username/password)
Access “Billing” section
View – “Mailbox Billing Detail” – see all calls and call minutes being charged
Lodging Formal Complaints Regarding Calls
To lodge a formal complaint contact PAT Live customer service at 1 800-775-7790
Note: We normally lodge formal complaints if we notice 7 or more calls on a billing exceeding 12 minutes in length.
Lodging a formal complaint should result in the following actions:
PAT Live supervisor will review any months bill and analyze calls sited; as well as, any other excessive calls based on your requirements
PAT Live supervisor should contact you within 24 – 48 hours and provide a detailed report of analysis findings.
If you highlight specific calls, supervisors are authorized to provide “PAT Live Promo Minute” credits to your account.
(Optional) Request that the PAT Live supervisor assign an LR2 Rep or Customer Service Representative to your account in the future.
How PAT Live Bills Calls
In order to fully understand your monthly PAT Live bill, you must first know how calls are billed.
1 Minute or Less, (even a quick hang up) gets billed for 1 minute
Subsequent billing, occurs every 6 seconds, (i.e. 1.1 = 1 min 6 seconds, 1.2 = 1 min 12 seconds, 1.3 = 1 min 18 seconds, etc.)
If you are using PAT Live as a call center, you may need to provide their representatives access into your Investment Dominator account as they receive calls from prospective sellers. The following illustrates how to complete this process.
Step 1) – Create New Rep User For PAT Live
Navigate to ‘Team> Add User‘.
Step 2) – Enter Required Fields For User
From the ‘Add User’ screen enter in all REQUIRED fields as shown in the screenshot below to create a new PAT Live user.
Note: For each PAT Live Representative added use a different Rep# and for simplicity, set a simple username and password for them to use.
Step 3) – Set Field Restrictions For PAT Live User
Set the following restrictive fields YES or NO as follows for each PAT Live Representative:
Allow Delete Property: No
Allow Merge Property: No
Allow Edit Property: Yes
Allow Delete Contact: No
Allow Edit Contact: Yes
Allow Generate Letter: No
Allow Generate Offer: No
Allow Generate Label: No
Allow Delete Attachment: No
Allow Generate API: No
Allow Edit Menu: No
Allow Edit Custom Pages: No
Allow Delete Custom Pages: No
View Financial Reports: No
View Notes: No
Allow Add Note: No
Allow Edit Note: No
Allow Delete Note: No
View Seller Information: No
Click the blue ‘Finish Add User‘ button to save and create the new PAT Live user into the system.
Step 4) – Send Access URL, Username and Password to PAT Live for access
Send the appropriate Access URL and login credentials, (Username/Password) to PAT@Patlive.com with your associated Name and Account #, along with other instructions regarding their access into your account.
Note: All users that you create under the ‘Team‘ tab including the PAT Live user will log in to the system using the exact same URL as you do. They will just use their own username and password that you created in the above steps.
In order to build your land business in a scalable manner, we recommend that you set up your phone system with a company called Ring Central.
Ring Central will provide you with options such as custom extensions, directories, automated menus and more. They provide you also with both a local phone number, eFax number, and company toll-free number and sms/texting capabilities for your business.
With Ring Central, you can easily set up a phone system that separates callers from your buying side and your selling side of the business. You can also set up additional extensions for marketing, pre-recorded messages, and even offer processing so that callers get routed to the right person or agent depending on their need.
Even with your phone system may be setup through Ring Central you’ll want to consider outsourcing the actual call taking/ call processing to a Call Center and for that, we recommend Pat Live. Pat Live not only specializes in processing real estate calls for investors, but they also have experience taking land calls. Sign up through www.LandCalls.com to add a call center to your land business.
The call center service that we recommend is PatLive. They are a company that specializes in taking real estate related calls and have affordable packages that include everything from your phone line and voicemail service to a 24/7 staff that will answer your calls.
NOTE: PatLive is a call center (answering service) NOT a phone system software.