Free ‘All Calls’ Strategy Webinar to Take Place January 27

Posted on Jan 6 2010 - 11:53pm by Tony Gonzalez

MiniCo Publishing is adding another free webinar to its 2010 Mini-Storage Messenger self-storage webinar series. The webinar, “The ‘All Calls’ Strategy: Why This Model Makes Business Sense Today,” will be held on January 27, at 1:00 pm ET, 12:00 pm CT, 11:00 am MT, and 10:00 am PT. It will be presented by Cynthia Abraham and Larry Rolando, the vice presidents of OpenTech Alliance, Inc., a Phoenix-based company. MiniCo Publishing and Storage Marketing Solutions will sponsor the webinar, which will be moderated by Poppy Behrens of MiniCo Publishing. 

The Mini-Storage Messenger Self-Storage Webinar Series is held monthly or bimonthly, and is offered free of charge to owners, operators, developers, and other professionals within the self-storage industry. Webinar participants must register online at the Mini-Storage Messenger website. 

The “all calls” business model refers to a phone routing strategy in which all the phone calls for a business are routed to a central answering facility or call center, rather than going directly to specific branches of the business. The self-storage industry has been debating the merits of such a strategy for years. Some leading self-storage operators have found it very effective, even for very small self-storage businesses. The “all calls” strategy can make use of contemporary advances in technology, such as digital and computerized phone services, software connectivity, and the ability of callers to access information about a facility in realtime over the Internet. With so much information at a phone operator’s fingertips, it is not always necessary to be physically located at the self-storage site that the phone call may relate to. 

Abraham and Rolando’s presentation will cover the following topics: 

  • Determining Your Manager’s Skill Set & Responsibilities
  • Optimizing Manager Efficiency
  • The Great Conundrum
  • Enabling Remote Agents to be Successful
  • Improving Customer Satisfaction
  • Staffing Analysis/Cost Justification
Webinar speakers Cynthia Abraham and Larry Rolando have been active in the self-storage industry for several years. They are both vice presidents at OpenTech Alliance, a firm that specializes in developing technological solutions for the self-storage industry. Abraham, who has more than eight years of experience in the self-storage industry, was recruited by OpenTech in 2009, when the company needed specialists to launch its new INSOMNIAC Live! call center. Prior to that, she worked for CallMaximizer (formerly in a senior management position. She has put together many call processing strategies (including rollover, afterhours, and all calls) for CallMaximizer, OpenTech and for various large and small self-storage businesses. When she joined OpenTech, Abraham was the lead designer for LiveAgent!, a self-storage-specific call center software application. She also developed Live! Megan, a new service that can be used by owners of self-storage kiosks.
Rolando manages North American sales for OpenTech. He has worked in the computer and software industries for 20 years. Prior to joining OpenTech, Rolando was Vice President of North American Sales for Silvon Software, an Enterprise Management company. In his time at OpenTech, Rolando has become active in industry conferences and roundtable discussions. He is also a director on the board of the Illinois Self-Storage Association. 
MiniCo Publishing and Storage Marketing Solutions are also sponsoring a webinar on Jan. 20 at the same time. The Jan. 20 webinar is entitled “Self-Storage + Social Media: How to Make It Work Without Wasting Time and Money.”