Lead By Example

When you are the very best at what you do everyone else is watching and trying to keep up with you.  One example of this is our policy on “speed to answer”.  This was brought home to us by an ad showing a call center operator working for another company with his head down on his desk while the phone was ringing away.

Many years ago in business it was considered proper to let the phone ring at least 2 or 3 times before you answered so the caller would not think you were not busy and were just hanging around waiting for the phone to ring.  In our modern systems of transfers and recorded messages a caller seeking a price on a storage unit can start to feel very frustrated by the length and number of recorded messages as they go through the system.  By the time the call comes to us they may have been through at least 3 recordings and may start getting weary.  Some are ready to give up.  The time that they wait for us before they abandon the call averages 21 seconds.  It is absolutely essential to answer within the first 2 rings to assure a 13 second “speed to answer”.  If it goes too long they will hang up and call the next self storage facility on the list.  If our team has an average 13 second “speed to answer” for the whole month we will be rewarded.  We like rewards and we like being number 1 in the industry.

We have checked out our closest competitors and they do not measure up to us in knowledge, professionalism, enthusiasm or efficiency.  If things are not going so well with your current call center or if you are thinking about having a call center work for you in the upcoming busy season, check us out.  We have the “know how” and the “want to” and we deliver the goods. 

Written by Kay Johnson, PhoneSmart call center “lifer”

Thank you for visiting our mystery shopping business blog, an insider view of the self storage industry.

We are PhoneSmart your off site sales force call center in Columbia, Missouri.

Find self storage at 50 Wallabout Ave, Brooklyn, NY 11211

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.

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