COLLIERS INTERNATIONAL
CONSTRUCTION apart from most of the field .” The Revolution to Come At face value , it ’ s difficult to imagine how a company could stand out in an industry where all companies have relatively small variations on the same service . But Colliers hasn ’ t grown to the size it is today by lack of imagination . And Bull meant it when he said the company has big plans for differentiation .
“ A really good example of that is our call center ,” he said . “ Traditionally call centres in the industry have have provided a reactive service .”
The way most building management companies handle call centers goes something like this : one of the company ’ s many tenants will discover that an essential feature of a building is out of commission , such as an elevator being out of order . That tenant would then call the property management company , who would send someone out to remedy the issue .
The process seems simple enough , but Colliers saw a means to improve the process .
“ What we ’ ve done is shifted the call center into an environment
The average tenure of a Colliers International call centre operator far exceeds the industry norm www . colliers . com . au 57