How Yopa Scaled Customer Conversations with Smart Contact Centre Automation

A growing estate agent found new ways to scale conversations, improve efficiency and deliver a better sales experience. 

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The Customer

Yopa, one of the UK’s most recognised online estate agents, prides itself on giving homeowners a modern, flexible alternative to traditional high-street branches.

The Challenge

With a rapidly expanding customer base and fluctuating industry demand, the organisation needed a contact centre that could support more meaningful conversations.

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The Solution  

Yopa implemented an automated Five9 contact centre solution that transformed how its agents connected with customers. Rather than manually dialling and juggling lead lists, the system now: 

  • Automatically syncs call data 
  • Connects agents to the highest-value leads first 
  • Prioritises calls with the strongest conversion potential 
  • Transparently moves agents from one conversation to the next 

This shift enabled Yopa’s team to focus entirely on the customer, and not the admin behind the scenes. 

“We are thrilled to share our experience with the telephony provider that helped us navigate the unprecedented challenges of the COVID-19 pandemic. The zero minutes downtime on the announcement of the lockdown in 2020 was a testament to their commitment to providing uninterrupted service to their clients. While others in our industry were forced to abandon their high street offices and leave their phones unanswered, this telephony provider went above and beyond to help us, and more than 3000 other customers fulfil their moves during the lockdown months. Their dedication to customer service was evident throughout the pandemic, and we are grateful for their unwavering support.”
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Alex McConville

Head of Central Sales, Yopa

“The innovative approach to staffing and management has resulted in a 100% staff retention rate, with no need for costly temp workers. The additional 300 hours of productive talk time recorded and a 200% increase in dials completed on a monthly basis are clear indicators of their dedication to efficiency and productivity. Since implementing the Five9 telephony system, our inbound department has moved from being a cost centre to a net-neutral position, with a forecasted cost savings of approximately £300k annually. We now handle 30k leads per month with just 15 heads, compared to the 50 heads required in 2018 pre-Five9. Additionally, we manage 80k dials per month with just 15 heads, with each agent averaging 85 calls per day. We are also pleased to report that our inbound call centre service level has remained consistently below 90 seconds, exceeding industry averages. While some companies still have COVID-related IVR messages and low staffing levels, we are proud to offer our customers uninterrupted service thanks to our telephony provider. Overall, we highly recommend this telephony provider to any business looking for a reliable, efficient, and cost-effective solution for their communication needs. Their commitment to customer service and innovative approach to staffing and management have been invaluable to us during these challenging times.”
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Alex McConville

Head of Central Sales, Yopa

The Impact 

Almost immediately, the business saw measurable improvements: 

  • More Conversations, More Impact: Agents reported a 75% increase in monthly talk time, rising from 400 to 700 hours in 2022. 
  • Stronger Customer Experiences: More bespoke, more frequent, and more productive conversations strengthened relationships and improved outcomes. 
  • Operational Resilience During COVID-19: When the first lockdown hit, Yopa experienced zero minutes of downtime. While many agents nationwide left offices empty, Yopa supported over 3,000 customers moving home during lockdown months. 
  • Scalable Staffing Strategy: Traditional estate agencies scale up in Q1 and scale down in Q4. Yopa’s blended approach helped them maintain 100% staff retention, avoiding the volatility common in the sector. 
  • Higher Productivity: 
    • +300 extra hours of productive talk time 
    • 200% increase in completed dials 
    • Inbound department moved from –£400k annually to net-neutral 

Yopa’s ability to speak to more customers, in a more meaningful way, has become a defining differentiator in an evolving property market. 

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