James Kendall

Speaking with James Kendall, Managing Director, a strategic rethink of weekend staffing highlighted the potential to modernise call handling, driving the agency to move beyond traditional methods and implement a more sophisticated solution.

They partnered with Street.co.uk's AI call handling service to maintain a consistently professional presence, capture and action every enquiry, and support a better work-life balance for the team.

The Challenge

The agency had previously used traditional answer phones and external call handling services, but saw clear scope to modernise. The goal was straightforward: capture every enquiry professionally whilst allowing the experienced core team to focus on Monday to Friday priorities, and maintain dedicated weekend staff who specialise purely in conducting viewings.

Like many traditional estate agency models, the six-day working pattern has become a clear barrier to creating a high-quality, sustainable working environment. James explains:

"For me, I'd rather give my core team a Saturday off and know that they can focus on Monday to Friday and spend their time with their family and friends. This ensures the A-team is fully focused on seizing opportunities during core working days."

The Solution

With these opportunities in mind, the agency reimagined how out-of-hours, weekend, and on-the-road coverage could work. Seeking a modern, digital-first solution, they implemented the Street AI Call Handler.

Integrated directly within the Street.co.uk CRM, the Street AI Call Handler seamlessly takes over whenever the office is closed, the phones are busy or while team members are out on appointments. It captures key caller details, records enquiries, and generates a full transcript for every call.

As James Kendall explains,

"When our team's phone lines are busy, the AI assistant steps in seamlessly. Callers get an immediate, professional response rather than an engaged tone or lengthy hold time. Every enquiry gets captured properly, not lost to frustration."

The agency maintains dedicated weekend staff who focus exclusively on conducting viewings by appointment. The AI Call Handler manages all inbound phone enquiries during weekends, allowing viewing specialists to deliver uninterrupted, premium experiences to buyers whilst ensuring every new enquiry is captured and logged for follow-up.

An additional integration sends instant WhatsApp notifications to the team whenever a call is handled, keeping them informed of urgent enquiries whilst out on the road and ensuring no opportunity is missed.

The Results

The Street AI Call Handler has quickly become an invaluable asset for the agency, particularly for properties generating high volumes of interest.

James describes it as "a significantly enhanced answer service" compared to traditional overflow solutions.

The system maintains consistent professional coverage during all operating hours, ensuring seamless service delivery.

Beyond simply capturing calls, the AI enables more meaningful interactions.

As James explained, "It takes all the details from a caller, so you're not asking the same questions on the phone. You already have that information and can have better quality conversations."

He noted this has improved lead conversion and engagement.

"If someone calls at 8pm, we capture their details immediately. They get a professional response, and we have full context for the follow-up call. The caller knows they've been heard, and we can hit the ground running with a proper conversation the next day."

The response from clients has been very positive.

"Even our most discerning clients have recognised this as forward-thinking. They see it enhancing our service rather than replacing the personal touch they value."

Overall, the Street AI Call Handler has improved the agency's service delivery. It ensures a consistently professional presence whilst the team focuses their expertise on meaningful client conversations and property transactions.

Looking to the Future

As the agency prepares to officially launch BrickSmith, its lettings division, there are plans to extend the use of the Street AI Call Handler to manage inbound lettings enquiries. This will allow the team to confidently handle high volumes of calls while maintaining the same professional, always-on service.

Looking ahead, James sees clear value in how the system filters and prioritises enquiries:

"When we officially launch BrickSmith, it will handle the high volume of after-hours calls. Every landlord and tenant query gets captured professionally and logged properly. The system pulls out the essential information and routes urgent matters for priority follow-up, whilst routine enquiries get logged for response during business hours."

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