Call Center Services That Drive Occupancy and Customer Satisfaction 

KO Storage operates centralized call centers designed as a high-impact contact center solution that supports every stage of the tenant journey. These call centers deliver consistent customer service and customer support for both new and existing customers. Our multilingual agents manage rentals, payments, account questions, move-ins, move-outs, and issue resolution using proven call center solutions built on tested best practices. The goal is simple: convert more renters, resolve issues faster, and create a smooth experience for every customer who contacts a facility.

Call Centers Providing Extended Customer Service Coverage for Customers

Coverage runs from 7am to 7pm CST, allowing customers to reach our contact center when they need assistance. These call centers are staffed with multilingual agents trained to deliver clear, accurate customer service across all markets.

This structure helps customers quickly learn about available units, explore options, and receive support without delays—resulting in fewer abandoned calls, improved agent performance, and higher satisfaction at first contact.

Full-Service Contact Center Services Across the Tenant Journey 

Our contact center services support every stage of the tenant lifecycle using standardized processes and proven call center solutions.

New Rental Inquiries 

Agents help customers learn about unit availability and explore features using conversion-focused scripts aligned with best practices:

• Real time unit availability 

• Selling features and amenities 

• Completing full reservations 

• High conversion scripting tailored to each market 

Existing Tenant Customer Support 

Our call centers provide reliable customer support for:

• Billing questions 

• Payments 

• Autopay setup 

• Gate access support 

• Account updates 

Move In and Move Out Assistance 

Agents guide customers through:

• Verification and instructions 

• Troubleshooting move in issues 

• Scheduling move outs 

• Providing required documentation 

Operational and Issue Resolution 

Our contact center follows structured escalation workflows for:

• Rapid escalation of facility issues 

• Handling emergencies and security concerns 

• Contacting on site partners or operations teams 

Collections and Delinquency Outreach 

Using proven center solutions, agents handle:

• Payment reminders 

• Delinquency handling 

• Setting expectations and providing solutions 

Every call receives a consistent, customer focused experience. 

Data-Driven Performance Metrics and Call Center Reporting

Decision-making improves when driven by data. Our call centers track detailed performance metrics to measure agent performance, efficiency, and effectiveness.

Tracked performance metrics include: 

• Answer rate 

• Speed to answer 

• Conversion rate 

• First call resolution 

• Abandonment rate 

• Average handle time 

• Call sentiment trends 

• Lead source effectiveness 

These performance metrics are shared across operations, marketing, and revenue teams to keep call center solutions aligned with company goals.

Consistent Scripts Built on Best Practices and Tested Communication Frameworks 

We use standardized scripts developed from industry best practices and continuously refined using real performance metrics. Scripts dynamically adapt based on: 

• Customer intent 

• Inventory and availability 

• Seasonal demand 

• Local competitive conditions 

TThis ensures customers receive accurate information while improving agent performance and reducing errors across all call centers.

Rapid Escalation Within the Contact Center

When immediate action is required, our contact center follows a defined escalation process supported by integrated center solutions: 

• Direct handoff to operations 

• Notifications to district managers 

• System flags for urgent issues 

• Real time documentation in the property management system 

This approach ensures faster resolution while maintaining strong customer service and trust.

Designed for Conversion, Occupancy, and Customer Service Excellence 

Our call centers function as both a revenue engine and a customer service hub. Using proven call center solutions, our team focuses on:

• Maximizing rental conversions 

• Reducing abandoned leads 

• Keeping delinquency lower through early outreach 

• Improving tenant satisfaction at every touchpoint 

• Improving agent performance

A strong contact center experience directly improves occupancy and center occupancy across the portfolio.

Frequently Asked Questions