OpenTech Demonstrates Call Center Excellence on Black Tuesday
PHOENIX, Arizona - May 30th, 2013 -OpenTech Alliance, Inc. revealed an in-depth view of recent call center data that highlights outstanding performance and customer care at a time when its customers needed it the most, "Black Tuesday." To draw a comparison, the day after Thanksgiving has been designated as the busiest time for shopping. Likewise, the day after Memorial Day is recognized as the most popular day for moving within the self storage circles. Celebrated as the start of busy season, call center phone lines throughout the U.S. are bombarded with the demand for storage unit rentals and end of month lease payments throughout this frantic day.
Minute by minute, vital caller statistics are monitored by INSOMNIAC™ Live! management in order to uphold the highest quality of service and maintain their unmatched 90.8% Manager Satisfaction Rating. OpenTech believes measurements defining Call Center Excellence must include; percentage of calls answered immediately, average queue (hold) time, longest queue time and number of abandon calls. The data below shows 84.5% of all calls were answered immediately and callers that did not get answered immediately only had to queue for an average of 17 seconds. Maybe even more impressive is the longest queue time was only 1:26. This level of performance eliminates the need to measure abandon calls, but they do it anyway. On Tuesday only 38 of the calls not answered immediately, abandoned prior to speaking to a Storage Counselor.
Following OpenTech's commitment to transparency, they are sharing the data below for industry review.
"Black Tuesday was just another day on the front lines for OpenTech. Our call pattern forecasting wizard, Michael LaPlante, an ASU Mathematics Graduate, took it in stride. He had our staffing plan worked out several weeks in advance so we knew what to expect and our call center leadership team was ready," stated Robert A. Chiti, President and CEO at OpenTech. "Our Storage Counselors were well prepared for the day and executed a plan that shows the industry why we are the leading Self Storage Call Center in North America," added Chiti.
About OpenTech Alliance, Inc.
About OpenTech Alliance, Inc.: A pioneer in self storage automation, OpenTech Alliance is the leading developer of innovative self service solutions for the self storage industry. Their trail was blazed by offering facilities 24 hour self service automation through a complete line of INSOMNIAC™ Kiosks. Today, the innovation continues with a full range of self service rental solutions that include; Self Storage Cloud Services, INSOMNIAC Live! Call Center, INSOMNIAC Online web & mobile applications, LiveAgent! software products and the INSOMNIAC ILock system. OpenTech products and services increase revenues, reduce operating costs and improve customer convenience for self storage businesses. For more information please click OpenTechAlliance.com or call an OpenTech Business Development Manager at (602) 749-9370.
Mike Sawyer, Director of Marketing
OpenTech Alliance, Inc.
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NOTE TO EDITORS: OpenTech Alliance, the OpenTech logo and INSOMNIAC are trademarks of OpenTech Alliance, Inc. Other company and product names may be trademarks of their respective owners. INSOMNIAC is protected by U.S. patent number 5,946,660.
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