Life In a Call Center

I take about 500 calls easily in a month’s time for our call center.  I try to keep the information I give the customer consistent.  Some of the call center’s self storage clients have only drive-up accessible units and then others may have only inside units. This is important information for the caller. There are some customers that want to know exactly how many feet the unit is from the door or the exact location.  These are questions that I cannot answer.

Although there will always be questions that I cannot answer I can give the caller the approximate location of the unit i.e., upstairs or downstairs as provided for me.

When I first began working at the call center I did not know the importance of these minor details. However as I gained experience and had personal tours of storage facilities, I realize the importance of details. In the storage business, people are different with very different needs and taking so many calls I have learned how to adapt to different peoples’ preferences. Some callers want the first floor instead of the upper floors as they want to get in and get out more easily. Others have told me that it is a hassle to go inside the building. Many prefer the nice easy drive up units accessible to pull directly to the door.

Regardless of what storage is needed, it is important for the caller to get as much information as possible before coming into the facility. It can be very frustrating for the caller if they were not told that the unit is upstairs and they were expecting a first floor unit or a drive up accessible. Providing this information can eliminate misunderstandings and make the whole process go more smoothly.
 
Written by Angela Perry, PhoneSmart apartment call center trainer and reservations specialist.

Thank you for visiting our call center blog, an insider diary of the self storage and property management industry.

Your local self storage unit provider in 9702 W. 67th St. Merriam, KS. 66203

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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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