Starting today, the call center operated by online self-storage directory USstoragesearch.com will be open around the clock, seven days per week. There will be no changes for existing directory members except that their incoming calls will now be answered 24/7.
“Consumers are no longer shopping 9 to 5 for self-storage. We see significant Web and phone traffic at all times of the day, so expanding our hours to help customers when they are actively searching for storage just made sense," said Brian Bremer, director of call-center operations.
USstoragesearch.com is the only independent self-storage directory that has its own internal call center. It answers phone calls for approximately half of its member base, including calls generated from directory listings as well as after-hours calls, rollover (unanswered) calls, and calls from other marketing sources, such as the USstoragesearch.com Self Storage Network, which includes dozens of partner websites.
The call center works on a pay-per-performance model, so self-storage operators only pay a fee when the call center provides them with a unit reservation secured with a credit card deposit. These reservations convert to self-storage move-ins approximately 90 percent of the time, according to Mike Jones, vice president of operations for USstoragesearch.com.
“Not all of our call-center customers use all of the services we offer,” said Jones. “They choose which calls are answered by our call center.”
Established in 2004, USstoragesearch.com has more over 18,000 member facilities. Consumers can use the directory to search available self-storage units by facility location, unit size, property features and specials—all in real time.