Inbound and Outbound Call Centers

Recently, I moved from the outbound department of the call center to the inbound department. The transition occurred a little sooner than I thought it would but so far, I am enjoying my new experiences. Everyone has been extremely nice and helpful, especially considering the fact that I ask an excessive amount of questions.

Even though the inbound and outbound departments are two different branches of PhoneSmart, there are many similarities between the two. Obviously, both deal primarily with self storage. Also, both departments embrace the ultimate goal of reserving units for customers, whether we call them or they call us. If that goal cannot be met for some reason, then the objective is to instill in the potential customer a positive sentiment about the store he or she is calling.  All employees are hired to promote the storage facilities that PhoneSmart is contracted to represent, regardless of the department.

I think the change will be a little difficult for me at first; I am so accustomed to having all the pertinent information and knowing what to say before I call a customer. In inbound, I have to pull up the call screen, answer the phone, figure out what the callers needs are and be able to accommodate them appropriately all within about a five second time frame. This is quite a change but I think that, once I get used to all of the practices and procedures, I will be happy with the change.

Written by: Shauna AuBuchon

Thanks for reading our business blog and inside view of a self storage call center.

PhoneSmart is your offsite sales force and 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.

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