Making the Grade
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We are living in a community with 3 large colleges. There are 2 smaller colleges plus our state university. Many of these students are attracted to employment here are PhoneSmart because of flexibility and the opportunity for better earnings than a large number of student employers.
During finals week, of course, there are people who need to be off work to cram for exams. There is no reason for any employee to need to “cram” in our call center. Training here is one-on-one and ongoing. There are readily accessible “cheat sheets” to help us through a call. There are lists to help us determine an appropriate size for , there are lists of our clients and reservation and cancellation policies.I like to think of each call as a test or quiz and with the help of our training and posted lists we can manage any question. Since the test (call) is in the nature of an open book test then there is no reason to receive a low grade. As a trainer it is my objective to see that everyone gets a B on every call. Calls are evaluated and a score of 85% or more will be awarded a certificate. Now not all calls that come through the call center are a reservation call or credit card reservation but you can still ace the test (call) by providing the best service that you can. Before each call you should ask yourself if you are ready for the test. With the answers right in front of you how can you fail?
Written by Angela Perry ,PhoneSmart call center trainer and reservations specialist.
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