PhoneSmart Call Center at Your Service

Doing three things at once.

There was a time when it was called doing more than one thing at a time now it is called multi-tasking. I have always appreciated working in a situation that was not doing the very same thing over and over, all day long. There are people who do production work and love it. They do very well operating a punch press or sewing machine. I have always thought that they had more discipline that I have because even running a copy machine for more than 20 minutes gives me the jitters.

For this reason, I am very happy in the PhoneSmart call center. First of all, there are the callers seeking information about storage facilities. These calls are like an ever-changing tapestry. There are those who are nice and those who are not. There are those who are angry, bitter and really upset because they have been evicted or broken up with a spouse. There are those who are so happy because they are starting to remodel or they are moving to a new location. There are as many reasons why someone needs a storage unit, as there are people. We have to be ready to offer congratulations and sympathy, to develop a rapport with them, while controlling the call and moving them toward a reservation in our best professional manner.

We field a variety of questions about gate hours and services. In addition to those out-front tasks there are a variety of other things required to keep call center communications up and running. Each shift there is someone who keeps track of the printed records of our calls to make sure that all of them went through as they should and communicating with the store so that they get all the important information.

There is a web site chat line called live 2 support. When I am assigned to that, I answer questions in a live chat situation while taking calls. In addition, we take quite a few Role Play Helpline calls, which allow store managers to call us for training on their sales techniques. There is also the Secret Shop program. This may sound hectic but it keeps us energized and excited. There is never a dull moment here. We are on our toes with up to the minute information. We have the very best sales techniques to help our client’s stores enjoy the sales increases.

We have all of our different hats on and are ready to shine during the busy spring and summer seasons.

Written by Kay Johnson, PhoneSmart 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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