Setting the Standard for Excellence

During our last training session, PhoneSmart call center personnel were given the opportunity to brainstorm about how to stay ahead of the competition and how best to serve the self storage facilities that we answer for.  One of the first topics raised was “staying on the same page”

The call center is in operation 7 days a week and on most holidays.  We start as early as 6:30 am and are often open to 11 pm, Central Time.  Needless to say many, people come and go during these hours.  There are several departments, i.e. the reservation operators, the outbound department, secret shop, quality control, admin, and management.  We have people assigned each day for online live chat, to take care of the hard copy print outs of each rez or hot lead call.  There are shoppers and evaluators, and trainers.  We all need to know what to do, where to put documentation, what to print out, when to turn things in, who to give it to and who is responsible for and in charge of what.  This takes planning, dedication and effort from all of us.

There is constant communication by e-mail, by postings in our work areas, and through supervisory staff.  Things move very quickly here.  New work assignments, new projects and procedural changes can happen any day.  New stores are being added almost weekly and the information specific to that company or that store must be provided to the database in an expedited manner.  Administration sometimes asks call center reps to help proof read new store information. When there have been natural disasters we have all pitched in to help contact storage customers with information about the facility and about the tenant’s storage unit. 

We come in each day prepared to meet new goals, to offer assistance in new and different areas.  We are flexible and well informed.  Whatever you might need from us we are ready and able to give.  We can turn missed calls into profits and help your facility experience a sales increase.  After all, we are PhoneSmart, setting the industry standard for excellence.

Written by Kay Johnson, PhoneSmart call center old timer

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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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