Newbies

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PhoneSmart is growing again.  I have heard the plans from our call center manager, Robin Turner, and from Tron Jordheim, director of operations. There are plans for additional workstations and an additional restroom, more lockers, more mailboxes
 I knew we were on our way when I came to work and saw all of the new faces.  I met new people having a tour of the area and there were more inside. We call them the
”newbies”.  They bring excitement to us.  They are excited to have a new job and aglow with the promises of training and income.

First is the training.  We have very skilled trainers here and they are provided with a wonderful one on one training system that is geared to help new people start succeeding right away.  First comes the orientation and then right onto the phones to monitor the trainers taking live calls.  After just a few days they start taking calls with the trainers and other personnel monitoring them to help them out and offer suggestions.

There is a lot to learn about self storage.  One of the first things is how to help people determine a unit size that will work for them.  We have a chart before us that helps us to determine that and using some probing questions and offering choices we can guide the caller to a decision.  There is a lot of information on the screens that come up when we take a call.  You soon learn to quickly scan that information so that you can answer in a
seamless flow without hesitations and silences that allow the caller to take control.

We all try to be kind to our newbies.  Everyone is a resource for them as they start taking calls without the trainer.  They often have questions and turn to the person nearest them for aid and sales techniques.  We are a friendly group and soon start forming friendships and socializing when off duty.  I remember when I was a newbie and try to give back the kindness and understanding that was given to me.  Now I am an old timer and always ready to meet the newbies and help them become comfortable in our family.

This partnership benefits PhoneSmart and all of the self storage facilities that we serve.

Written by Kay Johnson PhoneSmart call center lifer.

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

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