Call Centers for Self-Storage:
What You Need to Know
What is a Call Answering Service?
A call answering service for self-storage facilities involves outsourcing inbound calls to a dedicated call center. This ensures calls don’t go unanswered. This allows you to manage daily operations more efficiently outside of taking calls.
Are unanswered calls affecting your facility’s customer service or growth? If you are unsure, no worries. Partnering with a call center can provide peace of mind and increase service. Call centers offer a range of flexible options to meet your needs:
Full-Time: Every incoming call is routed directly to the call center’s dedicated team. Ensuring consistent service during hours of operation.
Overflow: When your staff is unavailable or during high-demand periods, calls are redirected to the call center.
IVR Systems: IVR stands for Interactive Voice Response. It automates common tasks, such as payments.
Choosing a Call Center
There are many call center options out there to choose from. Here are some factors to consider when looking for a call center for your facility.
Industry Knowledge: A call center that specializes in self-storage is a starting point. Trained professionals with industry-specific knowledge will be handling tenant inquiries. Having agents who understand the rental process and commonly asked questions allows you to have peace of mind that calls are being handled. This expertise will improve tenant satisfaction and ensure consistent communication.
Software Integrations: Ensure the call center can connect to your management software. This could be through an open API (application programming interface) or direct integration. Common facility management software (FMS) includes Tenant Inc., Storable, and Cubby. An integration will ensure real-time access to facility information. Call agents will be able to act on renting units, processing payments, updating tenants’ accounts, and more.
Customization: Choose a call center that allows you to tailor scripts, call routing, and other features to match your specific business needs. This flexibility enables you to run promotions for available units, sell tenant protection plans, and more. Additionally, look for a provider that supports many communication channels. This can include options like VOIP, email, SMS, and web chat. Allowing your customers to connect with you when and where they want.
By prioritizing industry knowledge, integration capabilities, and customization, you can ensure your call management provider aligns with your facility’s unique needs. A reliable call center can not only enhance customer service but also support business growth.
Key Benefits
So, you know what a call answering service is and know the factors to consider when looking for a provider, but how will it benefit your facility?
Enhanced Tenant Experience
Providing customers with an exceptional experience is at the heart of every business. When working with a call center, your facility will be just a ring away when an issue arises. Enabling every tenant’s inquiry or concern to be addressed quickly, is essential. Your tenants will feel valued and supported by the dependable service. This will increase your facility’s reputation and encourage long-term customers.
Increased Operational Efficiency
As an owner or a facility manager, you have to be a master at juggling multiple responsibilities. By outsourcing your call management, you free up on-site staff to focus on critical tasks. These tasks might include maintenance, security, and in-person customer interactions. The separation of duties reduces distractions, ensuring a smoother day-to-day operation at your facility. Streamlining communications between tenants and management fosters a more organized and efficient workflow.
Cost-Effectiveness
Hiring extra staff to manage facility calls can be costly. Especially for smaller facilities whose operating budgets are tight. Call centers for self-storage can provide services eliminating the need for expanding an on-site team. Allowing a call center of dedicated professionals to handle tenant communications removes a financial burden. Outsourcing to a call center can reduce payroll expenses but also will ensure you are not paying for idle time during seasonal downtimes. Let a call center handle payment processing and answer common questions. This way, you can focus on the facility.
Higher Occupancy Rates
In the competitive self-storage market, missed calls can translate directly into lost business. A call center ensures calls don’t go unanswered, in turn increasing unit rentals. Prompt and professional responses to prospective tenants can be a key deciding factor in renting from your facility. Answered inquiries about availability, price, or unit size can help you stand out. Providing accurate info can boost occupancy.
Scalability
As your business grows or navigates seasonal fluctuations, call volumes can vary. A call-answering solution adapts to your needs, providing flexibility in handling increased calls. This adaptability in service ensures you’re always prepared without overloading your team.
In conclusion, investing in a call center for self-storage can be a game-changer. Offering enhanced tenant satisfaction, operational efficiency, and cost savings. By outsourcing your call management, you ensure every tenant’s inquiry is addressed promptly, freeing up the time of owners and managers. Whether you are a single-location or managing multiple sites a call center provides a scalable solution. With the right call management provider, you can improve tenant retention, increase occupancy, and give you a competitive edge. Don’t let unanswered calls hinder your success.
Experience the difference a dedicated call center can make. Give us a call or email us at hello@zioncallmgmt.com.