We also do . . .

Our call center is more that just that. It is a training room where our operators are learning constantly. The main question that lingers in potential client’s head is, “why should I use a call center?” There are many answers to this one question. When it is asked of me I want to ask them the reverse question…”why NOT use a call center? Contrary to what some people may believe the call center is here to help the managers and regional mangers. We are firm believers in our motto “we turn your miss calls into profit.” We do just that. We understand that managers have other responsibilities such as billing, over looking, collections, property check, grooming, mandatory meetings, and serving the walk-ins.

Imagine if all of this is going on at the same time and then the office phone rings. It is a caller that wants the price of a 10X10 unit. You have two people in front of you waiting for your assistance. Without thinking the answer comes out before you know it and then the conversation is over. What impression did you give them? It is easier for the call center to answer your phone as we can take the time to answer any and all questions that the caller has. It is our job to provide thorough customer service plus help the caller reserve a unit. If a reservation cannot be obtained then at least a hot lead can be taken for the manager to use for follow up.

We can also provide training for all new employees and mangers. I feel that all managers of the facilities that we answer for should visit the call center and see how our job benefits their property. We cover things that may be overlooked. We at the call center have the time to overcome any objections or concerns of the customer. The managers that I have met that visited the call center think really highly of us. They have even considered going 100% inbound so that their concentration can be on the store; letting us make reservations for them so the ringing phone does not interrupt the flow of an ongoing conversation.

The call center also has a department that benefits the mangers as well. This department is called Secret Shop. It allows the managers to see how well their employees are doing. Each Secret Shop or mystery shop call is evaluated with the same form that is used to evaluate our operators for quality control. There are a few secret shopping companies out there in the mystery shopping industry, but we think we are great. These evaluations are not to harm the employee’s performance but are to help them and give them suggestions to improve their sales. It is a very beneficial training tool. At the same time, it will allow the regional mangers to see how their employees are living up to the standards set for them.

The best thing that any business person can do is to invest in a call center as it is money coming right back to your pockets-possibly even double as what you spent for the service.