Improvements in Customer Care Call Center

During the month of August, Realcomp installed a brand new phone system. The new system was implemented to allow us to better manage our phone support service and ultimately, continue to improve the level of service we’re providing to you in this area. Our previous
phone system was limited in its abilities to capture, track and report call data. The new system now provides us with tools that allow us to:

• Determine the length of
  incoming phone calls;
• Determine average call times;
• Determine the busiest times for
  calls by logging the number
  received each hour;
• Determine the number of staff
  members necessary to efficiently
  respond to calls;
• Monitor the number of callers
  placed into our on-hold queue;
• Determine the length of on-hold
  wait times;
• Determine the number of
  abandoned calls; and more.

We expect all of these new phone system capabilities to result in further improvements to our phone support service, helping us to better
serve members calling Realcomp for help and/or information on MLS products and services. Our goal is to provide the best customer service possible. This tool will help us to accomplish this.

Update on Realcomp’s 2004 Tools of the Trade Expo

Realcomp’s fourth annual “Tools of the Trade Expo” is set to take place on Thursday, October 14th at the Royalty House in Warren and we’re absolutely thrilled! Here’s a “sneak
peek” at some of the reasons this year’s expo is sure to be better than ever:

• This year’s expo is an excellent opportunity to hear our Keynote Speaker, Mr. Mort Crim, deliver his unique “life messages”— words of enthusiasm and encouragement from which everyone can benefit. Mort will have a book table and will also be signing books.
• This year’s expo is a great opportunity for you to meet and speak with representatives of companies, from both near and far, who provide industry-related products and services that can help you in your business.
• Realcomp is planning to present what’s new and what’s coming to Realcomp, including: Realist (an additional Public Record Data (PRD) product), Online Forms, Listing Load on Realcomp Online^®, newer options available through Realcomp Online^®, the Realcomp.com revamp, and more.
• We’ve booked the entire facility at the Royalty House in order to comfortably accommodate our attendees. A delicious cold-cut lunch buffet will be served.
• Prize drawings! Realcomp will be giving away a fabulous digital camera package that includes a digital camera, the MS-Picture-It! Photo Premium 9 software, and a voucher to attend Realcomp’s
  exciting “Photo Editing with MSPicture-
  It!” class. Our participating vendors will also be donating great prizes for this event.
• Best of all, this event is local to Realcomp REALTORS® and it’s absolutely FREE.

We’re making plans for the best event ever and would love to have you there. Please watch for your invitation (including all of the
details and registration information) to arrive in your mailbox soon.

As always, your feedback is important to us. I can be reached by e-mail or by phone at 248-699-9120.