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Category Archives: MRED Help Desk
MRED Help Desk Named a Top Contact Center in North America
Serving real estate professionals is our top priority. For the 11th straight year, our Help Desk has the hardware to prove it.
BenchmarkPortal, a global leader in the customer support industry, rated the MRED Help Desk as one of the top contact centers of its size in North America. The ranking uses objective, metrics-driven performance data such as caller satisfaction, average hold time, and average talk time.
The Help Desk’s achievements in the 2020 rankings included:
- 98% of inbound calls being closed on the first call
- 15% better than industry average
- Inbound calls being answered in an average of 36 seconds
- 40 seconds faster than industry average
- 85% of customers being “very” or “extremely” satisfied
- 11% better than industry average
- Average email response time of two hours
- 12 hours faster than industry average
2019 additionally saw the launch of our Knowledge Base, which has answers to common MRED questions. You can also use this 24/7 online tool to enter support tickets and request new features.
Our friendly and knowledgeable Help Desk team is dedicated to helping you succeed by quickly and kindly connecting you to the answers and resources you need. We’re grateful for the opportunity to serve the hardworking members of our incredible Association Partners.
The MRED Knowledge Base: Your 24/7 Support Solution Is Here!
We get it, you don’t work a job that’s just 9-5. That’s why we’re happy to provide you with an additional support solution that’s available as much as you are.
Introducing the MRED Support Center: Your one-stop shop for all questions connectMLS, rules, and beyond.
With this useful tool, you can
- Search answers to common MRED questions
- Enter support tickets
- Check the status of your support tickets
- Request new features
Click the “MRED Knowledge Base” link under “Tools, Resources, & Links” in connectMLS to access this time-saving feature.
If the answer to your question isn’t in our knowledge base (yet), you’ll be just a couple clicks away from assistance. Our award-winning Help Desk team is still here to provide any support you need.
Questions? Contact the MRED Help Desk at 630-955-2755 or help.desk@MREDLLC.com
MRED Help Desk Ranked #1 in National Contest
Some of MRED’s award-winning Help Desk staff members: Brenda, Katrina, Ashley, Kaylee, and Ed.
Our Help Desk is the best in its class.
BenchmarkPortal, a global leader in the customer support industry, rated MRED’s Help Desk as the top small-sized contact center in the country. The ranking is based on metrics-driven performance data like caller satisfaction, average hold time, and average talk time. This first-place honor marked the 10th straight year the MRED Help Desk was named a top contact center.
MRED’s Help Desk achievements in the 2019 rankings included:
- Customer satisfaction ranking nearly 20 percent higher than the industry average
- Registering a nearly perfect score for tickets being closed on the first call
- Being twice as fast as the industry average at answering calls
- 80 percent less hold time on calls than the industry average
- Responding to emails 10 times faster than the industry average
Our friendly and knowledgeable Help Desk team is focused on providing top-notch service in a timely manner and doing it all with a smile. Customer support is vitally important to our association partners and their members, so MRED is intentional about making the experience as easy and helpful as possible.
Who should I call: MRED or my association?
MRED provides a top-notch multiple listing service experience for members of our association partners. Our mission is to equip real estate professionals with a comprehensive database and game-changing technology, along with helpful training and support. The REALTOR® associations that get their MLS services from MRED provide a diverse array of vitally important and useful services, including connections and professional development.
Together, MRED and your association aim to provide you with individually unique services that add up to everything you need to succeed.
Here’s a helpful breakdown of who to contact if you have questions about the below items. Click here for an expanded list.
Contact your association…
- With questions about billing and fees, including if you need to make a payment.
- To modify your primary email or contact information.
- If you have questions about real estate contracts. (The new Multi-Board Residential Real Estate Contract 7.0 is available in connectMLS under Forms -> State and Association Forms)
- For information on continuing education courses.
- If your connectMLS account is inactive or has been deactivated.
Contact MRED…
- With any questions about MRED products or services.
- For assistance changing your connectMLS password.
- To schedule free training sessions that help you take advantage of MRED’s available products and services. (These are separate from continuing education courses)
- If you need assistance adding or modifying a listing.
- To update connectMLS user permissions.
Not sure what association you’re a member of? There’s a list of our association partners at the bottom of this page. You can also email the MRED Help Desk to find out.
Do you use exempt forms? You’ll want to read this…
MRED provides a Listing Exemption form as a way to document properties that are being withheld from the multiple listing service at the specific request of sellers. The only time an exemption form should be used is if you have a listing that you are not publicly marketing.
Exemption forms do not allow for listings outside the MLS to be publicly marketed.
Examples of publicly marketing a listing:
- For sale signs
- Coming soon signs
- Public-facing websites
- Print media
So where can you input listings that your seller doesn’t want in the Standard Listing Network (SLN)? The Private Listing Network (PLN) provides an option that meets all the requirements.
PLN listings can be openly advertised and do not appear in traditional SLN search results. Additionally:
- PLN listings are not sent to third-party portals or distributed through IDX or VOW.
- PLN listings are not included in emails to clients through connectMLS.
Any listing that’s being publicly marketed must be in the SLN or PLN within 24 hours of the marketing going public to avoid a $1,000 fine. This works to ensure that all agents have access to information about any listing a client might happen to come across and inquire about.
You can view the entire listing exemption policy in connectMLS here
Read up on more information about the PLN here
Compare and contrast the PLN, SLN, and exempt listings here
Still have questions? The best bet is always to check with our Rules and Regulations Department. You can reach them by email here or by calling 630-955-2755.
Midwest Real Estate Data Support Center Named a Top Contact Center
LISLE, Ill. – March 7, 2018 – The award-winning Midwest Real Estate Data (MRED) Support Center added another distinction to its long list of achievements by being named one of the Top Contact Centers in North America for 2018. MRED received the honor for the ninth straight year from BenchmarkPortal in the organization’s small-sized center category.
BenchmarkPortal deemed MRED worthy of the award based on objective, metrics-driven performance data such as caller satisfaction, average hold time, and average talk time. MRED was also awarded in the individual category of Best Agent Retention.
“It’s extremely important to us that we have knowledgeable and friendly Support Analysts providing top-level customer service to our users,” said MRED Support Center Manager Katrina Ryefield. “This award is great recognition of our team’s daily efforts to be the very best.”
BenchmarkPortal has annually conducted statistical analyses of call center operations throughout the world since 1995. The company hosts the world’s largest call center metrics database in conjunction with the Center for Customer Driven Quality located at Purdue Research Park, Purdue University.
“Midwest Real Estate Data’s placement among the Top Contact Centers is a direct result of its leadership’s commitment to balancing cost-effective service solutions with best-in-class service performance,” said BenchmarkPortal CEO Bruce Belfiore. “MRED stood tall against its competitors according to the world’s largest database of contact center metrics. This is not easy to do and we congratulate them on their accomplishment.”
“I’m so proud of MRED’s Support Center and the outstanding level of customer service it provides,” said MRED President/CEO Rebecca Jensen. “MRED is committed to excellence in every facet of what we do and the BenchmarkPortal award is a testament to that.”
About MRED
Midwest Real Estate Data (MRED) is the real estate data aggregator and distributor providing the Chicagoland multiple listing service (MLS) to more than 40,000 brokers and appraisers and over 7,300 offices. MRED serves Chicago and the surrounding “collar” counties and provides property information encompassing northern Illinois, southern Wisconsin, and northwest Indiana. MRED delivers more than 20 products and services to its customers. MRED is the 2013 Inman News Most Innovative MLS/Real Estate Trade Association, and for nine consecutive years the MRED Help Desk has been identified as one of the best small business centers in North America by BenchmarkPortal. For more information please visit MREDLLC.com.
About BenchmarkPortal
Founded in 1995, BenchmarkPortal is a global leader in the contact center industry, providing benchmarking, certification, training, consulting, research and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications. For more information on BenchmarkPortal please call 1-800-214-8929 or visit www.BenchmarkPortal.com.
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