Find out how the call center sets up its billing plans. Your preference for billing arrangements may not be what everyone else is willing to do. What terms does the call center require? The best deals are usually long-term contracts, but you can often find a trial period or short-term contract to make sure using a call center is the right for your business.
How will the call center send you communications? Will they post leads and reservations to a website? Can they push leads by e-mail or fax? How do they handle current customers? There are a lot of considerations that go into creating a successful partnership with a call center.
Most call centers are also capable of tying into your management software if you are using one of the more common storage software systems. It is not necessary to do this, but it can be a timesaver. By tying into your management software, call centers can pull your availability, pricing and specials through a Web-service interface with your software provider. Call centers can also give you the option of doing your own updates using a website interface where your staff can complete updates with just a few clicks.
Working With a Call Center
The facility’s staff should be first to answer the phone if they are able to concentrate on the call. There is nothing worse than calling a business and feeling like the call-taker is rushed, uninterested or annoyed that you interrupted something else.
You should set up your partnership so the store staff sees the call center as a leads-generator and their role as the sales closer. This sets up a healthy relationship that produces more leads and rentals.
Also, consider the call center reps staff, too. Take time to get to know their names, send posters or fliers from your store, logo caps or T-shirts. The more your staff feels like the call center reps are a part of your team, the better use you will be able to make of their work.
Be on the lookout for a call center you can develop a long-term partnership with. Unless you are looking to sell your property soon, the call center could become your most profitable partner.
Tron Jordheim is the director of PhoneSmart, an offsite sales force that helps storage owners rent to more people through its call center, secret-shopping service, sales-training and Internet lead-generation services. Mr. Jordheim is also a member of the National Speakers Association. For more information, e-mail firstname.lastname@example.org.