OpenTech Alliance Inc., a Phoenix-based provider of self-serve kiosks, call-center services and other technology for the self-storage industry, has engaged Carol Krendl, CEO of employee-evaluation firm SkilCheck Services Inc., as a business consultant to redesign its call-center services. Krendl will help OpenTech advance its training curriculum and further develop the company's cloud-based sales and service application, LiveAgent!
“We're excited about the opportunity to transfer our knowledge to the INSOMNIAC Live! call center," Krendl said. "SkilCheck will provide strategic planning and leadership training to call-center management and customized computer-based training courses for their internal team of storage counselors to develop a sharper and more competitive process to sell and service self-storage customers.”
"We are excited to have Carol contributing to our education and training process. The addition will greatly improve the skill set of our storage counselors and provide our call-center clients with a level of knowledge and expertise that is not currently available in the industry,” said Robert Chiti, president and CEO of OpenTech. “Carol has been listening to and rating self-storage phone calls for years. She has heard it all and knows what works.”
Krendl has been involved with self-storage since 1984. She has been active in the national Self Storage Association for more than 13 years and is vice president of Excellence in Management, a third-party management company currently managing more than 20 properties. Krendl will be participating in the Inside Self-Storage World Expo in Las Vegas, March 30-April 2, where she will present a seminar titled “Mastering Your Self-Storage Pricing Strategies,” as part of the concurrent education program. SkilCheck will also be exhibiting in booth No. 432 in the expo hall.
In addition to the new partnership with Krendl, OpenTech recruited Carrie Giordano, a 10-year veteran of the call-center industry who also has 20 years of inbound and outbound sales-leadership experience. As OpenTech's manager of recruiting, training and retention, Giordano will be working closely with Krendl to implement the new training curriculum and processes, including advanced telephone-sales instruction and employee-performance standards.
Giordano is currently overseeing the development of a new proprietary call-scoring tool that will be used internally and by call-center clients. The new feature will be included as a free upgrade to INSOMNIAC Live! clients through OpenPortal, a manager’s toolbox for configuring OpenTech products and services.
OpenTech provides several models of INSOMNIAC self-serve kiosks as well as a range of self-storage rental solutions including the INSOMNIAC Live! Call Center, INSOMNIAC Online Web and mobile applications, LiveAgent! software products, and the INSOMNIAC ILock Security System, all available through the company's Self-Storage Cloud. The company will be exhibiting in booth No. 323 at the ISS Expo.