January 08, 2021 | Categories:
self storage call center,
call center software,
You've accomplished a lot in the last year!
The self storage industry sent more follow-ups than ever (2.7 million!), doubled over-the-phone move ins from 2019, processed over 15 million calls, and much more.
We analyzed the metrics of all communications processed through CallPotential last year, and found some particularly interesting results. Enjoy!
CallPotential tracked and recorded over 15 million calls using over 21,399 tracking numbers. Of those calls, 63% were inbound vs. 37% outbound. Operators used our Performance Manager to analyze and grade over 60,028 calls, a 36% increase from 2019 for peer to peer grading, self-grading, and of course manager grading.
Operators with internal call center operations powered by CallPotential Contact Center Software processed 2.6 million inbound calls with 1,197 of their own agents.
Lead Manager saw a record 2.7 million follow-ups completed. 51% of these follow-ups were scheduled tasks in the form of live calls, 18% automated text messages, and 31% automated emails. Text Messaging saw the greatest gains (a point increase of 3%) in terms of usage with more operators creating pre-set text and SMS templates with personalization in their workflow schedules triggered by predetermined actions.
Collection Manager collected over $207 Million using automated payment reminders. $14 Million was collected via internal contact center, $41 million collected via email reminders, $100 million by IVR, and $52.7 million by text/SMS. 101,726 new people signed up for autopay using CallPotential Collection Manager (an increase of over 60% from last year) Each location averaged $75,530 collected.
Overall, CallPotential saved self storage managers 5319 work days, 1064 work weeks, 245 work months equaling over 20.4 work years by automating and streamlining day-to-day tasks.