Property managers need help just like anyone else. Most of the time it is just one manager per facilityi with maybe a relief manager to assist them. They have many responsibilities they need to take care of and a business to run. So many Owners think that is it is a great idea to hire an after hours call center to help their managers out. The self storage owners are not just hiring the after hours call center to assist them with their rentals, they also know that most customers just want to hear and talk to a live person. So what can that live person do after hours? It is up to the owner, but they can do anything the owner will allow them to do.

For instance the after hour call center can help the facility manager by taking payments for them. A rep was speaking with a dad of a college student who was renting a unit, he seemed a bit perturbed. Apparently the rent wasn’t paid and dad was called to the rescue. The payment on the rental had fallen a few weeks behind. Dad was worried about losing the unit and didn’t want to risk mailing off the payment since he was out of state, he wanted to take care of it ASAP.

In this situation the store had already closed an hour prior and he thought for sure that he wasn’t going to be able to take care of that payment that night. He was relieved to find out that the after hours call center rep could take the payment over the phone.  Otherwise the student might not have had a unit to rent in and there could have been more problems to follow. Having a back up to the property manager is in the interest of every self storage owner.

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

There is much need for a self storage facility to have a call center that is answering their calls for them when they are not able to. You will hear different self storage facilities rave about how well their business has increased since they decided to use a call center. Many business owners will tell you that they had no idea they were missing out on so much business before they had some one answering their phones for them.  Facilities could be missing 2 to 10 calls a day which could translate into 2 missed rentals if they did not have a call center in place.

It would seem that a call center is essential to the business of a self storage company. Many business owners have discussed having a call center in place that could grab their missed calls. The debate has been whether or not they should hire more people in the office to answer the phones, have a call center their self or to have a third party service answer the phones for them. After careful debate, mulling over some financials, and long thought, it was perceived that having a third party call center was the best idea.

For the business owners that believe they can run their own call center they have to think about a couple of things. They have to think about where their call center will be, how many agents they need to answer the phones, what systems they need in place and so forth. Companies just believe they can hire people route calls to their call center and they are up and running. Having a call center is a complicated idea and there has to be much thought contributed to the thought of running one.  Sometimes the thought of having an internal call center is dismissed by the idea of having to run the everyday.

Call centers are very valuable to the self storage industry but self storage owners have to really think about the idea of trying to run one their selves. They should truly consider an outside call center who has the knowledge an know how in order to run an efficient business. Let them worry about the everyday business while you train your employees on how to turn the leads that come in from your call center in to renters.

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