At Tailwind, we understand that phone communication is a critical component of guest support, especially during time-sensitive, urgent situations. Our phone call service is part of our premium support tier, priced at $129/unit/month, and we are committed to delivering a high level of responsiveness to match this investment.
Standard Call Handling Expectations:
Call Pickup Time: All incoming calls are target to be answered within 30 seconds,
Low Missed Call Rate: We strive to keep our missed call rate below 2%.
When You Call:
A trained Tailwind agent will answer promptly, greet the guest or caller professionally, using your property management brand name.
If a call is ever missed, we will call back within 2 minutes to ensure no guest is left without assistance.
Dedicated Monitoring & Oversight
Shift Leads Monitor Live Calls: Our shift leads are responsible for monitoring incoming call activity and ensuring calls are handled immediately.
Real-Time Support Escalation: If we see a spike in call volume or any delays in response, our team takes immediate steps to reassign staff.
In Case of High Call Volume
While our system and team are built to handle fluctuations in call volume, there may be rare moments when response times are slightly delayed. In such cases:
We prioritize returning missed calls quickly (typically within 2 minutes).
We reallocate team resources in real time to minimize any disruption in service.
Ongoing Quality Assurance
We monitor and review call performance across every shift.
Our team leaders conduct regular audits to ensure service quality.
Feedback is continuously used to train and improve our agent response systems.