OpenTech Alliance Inc., a Phoenix-based provider of self-serve kiosks, call-center services and other technology for self-storage businesses, has launched a new call-review and rating tool, ICARE About Quality, for its in-house call center. Free to INSOMNIAC Live! customers, ICARE was designed to provide self-storage managers and call-center staff the ability to listen to call recordings and provide feedback.
Calls are rated based on adherence to call flow and the behavior of the OpenTech storage counselor. The ratings are used by the company’s training department to tailor coaching sessions for individual employees, helping them rent more units and serve tenants with the highest level of quality, according to an OpenTech news release.
“Being the best at something is never easy. After five years of operating a call center in the self-storage business, one of the most important lessons we have learned is we can never stop improving,” said Robert Chiti, president and CEO. “With ICARE, we’re building upon our transparent culture of proactively seeking input from our customers and using that input to build a better company.”
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.