Managing a 300 virtual agents call center while closing six-figure deals might seem daunting, but Anton Zherelyev has mastered the art. In this blog, we explore Anton's strategies and insights on how to effectively run a large-scale virtual operation and achieve remarkable success in the real estate industry. His journey from a W-2 employee to a real estate mogul offers valuable lessons for entrepreneurs looking to scale their businesses.

Who is Anton Zherelyev?

Anton Zherelyev is a dynamic entrepreneur known for his expertise in managing large virtual teams and his success in real estate investing. Originally from Russia, Anton moved to the U.S. at 11 and eventually settled in Miami, Florida. With an MBA and a background in various industries, Anton's entrepreneurial journey took off during the COVID-19 pandemic, leading to the creation of REI Call Center, a company that employs 300 virtual agents to help real estate investors close significant deals.

How Did Anton Start in Real Estate?

Anton’s real estate journey began as a response to the COVID-19 pandemic, which provided him the time to reevaluate his career and explore new opportunities. Initially working in a W-2 job with extensive travel, Anton used the downtime during the pandemic to dive into real estate investing. He started with wholesaling, a strategy involving finding off-market deals and selling them to investors. Anton's determination and willingness to step out of his comfort zone allowed him to quickly scale his operations and achieve substantial success.

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Managing a 300 Virtual Agents Call Center

Running a call center with 300 virtual agents requires meticulous planning and robust processes. Anton emphasizes the importance of hiring the right people, providing extensive training, and maintaining continuous development to ensure efficiency and productivity.

How Does Anton Hire and Train Virtual Agents?

Anton employs a rigorous recruitment process to find dedicated and skilled agents. The process includes:

• Recruitment: Anton sources talent from various regions, focusing primarily on Egypt due to its hardworking and dedicated workforce. He believes that the cultural values in Egypt, such as strong work ethics and resilience, make it an ideal pool for finding reliable virtual agents.
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• Training: The process begins with a rigorous seven-day unpaid training program designed to assess the dedication and capabilities of potential agents. This training includes real-world scenarios and tasks, allowing candidates to demonstrate their skills and commitment. After this initial phase, successful candidates participate in mock campaigns to further refine their skills and ensure they are well-prepared for actual client interactions.
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• Continuous Development: To maintain high standards, Anton implements regular training sessions and performance evaluations. These ongoing development activities help agents stay sharp and effective, adapting to new strategies and tools. Regular feedback and targeted training ensure that agents continuously improve and contribute to the call center's success.

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Leveraging Technology and Processes

Technology plays a crucial role in managing a large virtual team. Anton uses advanced CRM systems, dialers, and caller ID management to optimize operations.

What Technologies Does REI Call Center Use?

• CRM Systems: Anton integrates platforms like Go High Level to manage leads and client interactions efficiently. This robust CRM system allows for seamless tracking of client communications, automating follow-ups, and managing the sales pipeline effectively. By centralizing all client data, agents can access up-to-date information quickly, enhancing their ability to close deals.
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• Dialers: The call center utilizes high-capacity dialers capable of making up to 2,500 calls per day. These dialers are essential for maintaining high call volumes and ensuring agents can reach as many potential leads as possible. The system also includes features like call recording and analytics, which help monitor performance and identify areas for improvement.
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• Caller ID Management: To prevent calls from being marked as spam and to maintain high answer rates, the call center employs a rotating caller ID strategy. This involves frequently changing the caller IDs used by agents, reducing the likelihood of being flagged by recipients' phone systems. This strategy ensures that calls are more likely to be answered, improving the overall efficiency of the outreach efforts.

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Overcoming Operational Challenges

Managing a large team remotely comes with its challenges, such as ensuring effective communication and maintaining high standards. Anton addresses these by implementing efficient processes and fostering a strong company culture.

How Does Anton Overcome Operational Challenges?

• Clear Communication: Anton ensures regular communication through daily huddles and weekly meetings, keeping everyone aligned and informed. These sessions are vital for discussing goals, reviewing performance, and addressing any issues. By maintaining open channels of communication, Anton fosters transparency and ensures that all team members are on the same page.
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• Robust Processes: The call center operates with well-defined workflows and Standard Operating Procedures (SOPs) to streamline operations. These detailed processes cover everything from lead handling and call scripts to follow-up protocols, ensuring consistency and efficiency. By standardizing operations, Anton minimizes errors and optimizes productivity, allowing the team to handle high volumes of calls effectively.
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• Supportive Culture: A strong emphasis on teamwork and continuous improvement keeps the team motivated and engaged. Anton encourages a culture of support where agents collaborate and share best practices. Regular training sessions and feedback loops help agents refine their skills and stay updated with the latest techniques. This supportive environment not only boosts morale but also enhances overall performance, driving the success of the call center.

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FAQs

Q: How does Anton manage to hire and train 300 virtual agents?
A: Anton employs a rigorous recruitment process, sourcing talent primarily from Egypt. Agents undergo a seven-day unpaid training program followed by mock campaigns for skill refinement.

Q: What technologies are used to manage the call center?
A: REI Call Center uses advanced CRM systems like Go High Level, high-capacity dialers, and caller ID management to optimize operations and maintain high answer rates.

Q: What are the key strategies for overcoming operational challenges in a virtual call center?
A: Clear communication, robust processes, and a supportive company culture are essential. Regular meetings, well-defined workflows, and continuous training help maintain efficiency and motivation.

Q: How did Anton transition from a W-2 job to managing a successful real estate business?
A: The COVID-19 pandemic gave Anton the time to explore real estate investing. He started with wholesaling and quickly scaled his operations through determination and strategic planning.

Q: What role does continuous development play in REI Call Center's success?
A: Continuous development ensures that agents remain effective and sharp. Regular training sessions and performance evaluations are conducted to maintain high standards.

Conclusion

Anton Zherelyev's success in running a 300 virtual agents call center and closing six-figure deals showcases the power of strategic planning, robust processes, and effective team management. His journey offers valuable insights for entrepreneurs looking to scale their businesses and achieve remarkable success.

Inspired by Anton Zherelyev's story? Follow me on Instagram at @estenick for more tips and insights on business and real estate. Join the REIpreneurs community on Skool to connect with like-minded entrepreneurs, share experiences, and access exclusive content designed to help you succeed in real estate. Visit Hesel Media for expert marketing services and Remote Latinos to find top Latin American talent for your business needs. Don't miss out on valuable resources to elevate your journey!

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