KSS eKourier April 2022

FEATURE

WELCOME TO KSS CUSTOMER CARE

It is never a boring day, on average we handle 900 calls per week with some months busier than others. As an example, last February we were offered 4,606 calls and handled 3,811 of them.

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L to R top: Pheng Lo, Ophelia Keshishian, Shalvina Nand and Portia Badri, bottom L to R: Stephanie Acevedo and Fiona Harding (Contact Centre Manager)

“Welcome to Kennards Self Storage Customer Care, you’re speaking with Stephanie, how can I help?” We are the five gorgeous, witty and charming women in the Customer Care Team: Pheng, Ophelia, Shalvina, Portia and Stephanie. Here at the Customer Care Team (CCC), we help customers through three different points of contact; phone calls, web chats, and email. Our job is to increase sales and avoid lost opportunities. We monitor and manage our call flow from a software platform called Ignite. This helps us understand where the calls are coming from, who is calling us, how long the customer has been waiting on hold and shows who in the Team are available or busy helping a customer. The information helps us best prioritise our after-call work giving us a chance to catch up on our Storman notes. The calls we receive can come from various locations: Centre overflow (Customers who call the centre

toes. We heavily rely on the website and Master Centre Features Spreadsheet to assist customers. On a normal day, our calls consist of customer sale enquires, account payments, website general enquiries, feedback, complaints, centre enquiries, or account enquires. There is also two additional contact platforms customers reach out to us on; the Web Chat and the Contact Us enquiry. There will be times when the phones do go quiet so we take this opportunity to catch up on any emails, check the status of our individual PTC sales enquiries and reservations and ensure all our notes are up to date. We work together with the centres as they follow up calls to our enquires. Besides the normal check in with customers, it is also a chance for teams to check/adjust any units we may have reserved. Ultimately the centre has the most knowledge around their unit types.

directly, but the centre was unable to be reached), Direct CC (customer dials the 1800 or 0800 number), Call-back Direct CC (customers who request a call-back if they have been placed on hold for a few minutes and do not wish to wait) and centre door overflow (customers who call from the centre intercom). We also assist with outbound calls during emergencies or disaster recovery as well as bulk email responses for mass mail outs. It’s a very different role to being in a centre. A typical day might look like this: You are currently looking after a sales enquiry with a customer on the phone going through the PTC Card, there are four centre overflow calls, and the longest customer waiting has been 5:20 minutes, two direct CC calls also drop in queue, a sales enquiry email is blinking at you requesting to be actioned and you have five customer Storman accounts open waiting for notes to be entered, when its busy its go-go gadget.

Stephanie Acevedo and the CCC Team

Supporting 97 centres that all have their unique features keeps us on our

13 Kennards Kourier April 2022