Monday morning indicators

The middle of the month is usually soft for phone rental inquiries. A lot of calls are tenants calling about past due rent. I like to look at call activity early in the day on a mid-month Monday. This will also tell me what kind of a week we are going to have and what kind of an end-of-the month run we will have. April is the real start of busy season for us, but we want to know just how busy. This helps us calculate staffing requirements for one thing. The call center business is all about right–sizing your staff. So we need to have enough people on the phone, but not too many or too few. We also need to be able to alert clients when big spikes in demand are expected.

So far today, I am happy to see steady demand and lots of reservations. One of our reps is averaging three reservations an hour so far. Everyone else is doing well, too. And the rush has not even started yet. We normally see a heavy morning rush start between 9:30 and 10:30 in the morning our time. It is about 10:20 and it hasn’t started yet. Now it might be that today is going to turn out to be a quiet day and we were able to catch some action early before all the stores opened. And now that they are all open, our phone volume may die off completely. We will know this one way or the other in the next hour or two.

Bye for now, Tron

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