Why You Need a Self Storage Call Center

How often have you missed a call at your facility and wished you had reliable self storage call center services to handle it? Did that unanswered call lead to a lost rental opportunity? According to a Demand Study by the national Self Storage Association, 34% of all initial inquiries to self storage businesses are made over the phone. Studies show that 60% of customers rent from the first storage facility that answers their call, and remarkably, 40% of calls to storage properties go unanswered.

With these statistics in mind, self storage call center services are becoming an essential tool for operators looking to increase rental opportunities, deliver exceptional customer service, and streamline operations. This blog explains everything you need to know about implementing a tenant support call center, covering the benefits, how they work, the services offered, and tips for choosing the right partner.

Never Miss Another Rental Opportunity

Engaging a self storage call center services means no call goes unanswered, no matter the time of day or season. With 34% of first contacts happening via phone, ensuring exceptional tenant support is critical to converting inquiries into loyal customers. Through XPS Solutions’ call center services, customers can reach a live agent for reservations, payments, or facility inquiries, 104 hours per week.

Scalable and Cost-Effective

Operating your own in-house answering service can quickly become expensive. However, outsourcing your storage facility answering services reduces staffing costs, allowing you to pay only for the call center time you use. When call volumes spike—such as during the busy self storage season from May to September—call centers easily scale to manage the load.

Enhanced Customer Experience

Call center providers like XPS Solutions ensure agents are fully trained in self storage-specific inquiries. They handle everything from rental reservations and software inquiries to gate code support with professionalism, creating a seamless tenant experience. Bilingual, U.S.-Based Agents are also available to cater to diverse customers, ensuring accessibility at every touchpoint.

Harnessing Data to Drive Success

Every self storage call center services is an opportunity to gain insights into your business and tenants. Call centers like XPS Solutions offer detailed performance metrics through advanced dashboards, allowing operators to make data-informed decisions. Metrics include call volume, customer conversion rates, average call duration, and more. Understanding these numbers helps refine your operations and improve customer satisfaction.

Around-the-Clock Accessibility

Modern consumers expect 24/7 accessibility—and providing that without a call center can be a challenge. Partnering with providers like XPS ensures your tenants can make payments over the phone through an automated IVR system at any time. Ensuring round-the-clock support means your facility is always ready to meet your tenants’ needs.

How a Self Storage Call Center Services Work

By partnering with a tenant support call center like XPS Solutions, your incoming and outgoing calls will be covered seamlessly. It begins with API integration with your property management software, giving their U.S.-based Agents access to facility details, inventory availability, and real-time pricing. XPS partners with over 10 software integrations to ensure the best tenant support.

Agents are trained to represent your brand professionally providing a custom experience for tenants, while assisting customers with payments, rental inquiries, and more. With optional live chat integrations, remote management services, or tenant mobile apps like MyStorPal (new update coming soon for 2025!), the service expands beyond phone calls to capture tenants when and where ever they reach out.

Choosing the Right Self Storage Call Center

Not all call center partners offer the same level of service, making it essential to choose one that aligns with your business objectives. A reliable call center should go beyond simply answering calls—it should enhance tenant relationships, streamline operations, and contribute to higher rental conversions. Here are some tips to guide your selection process.

Know Your Needs

Start by analyzing your business requirements. How many calls do you miss per week? Do you need bilingual support? What is your average monthly sales volume? Identifying these factors helps narrow down your options.

Ensure Seamless Integration

Look for a call center with API integrations that works directly with your facility-management software. Platforms like the XPS Dashboard provide real-time recording and reporting of managed calls, ensuring transparency and smooth operations.

Prioritize Multi-Channel Support

Modern tenants interact across multiple channels. The best providers offer for self storage call center services offer phone, email, app and live chat, ensuring accessibility across all touchpoints.

Check Reputation and Metrics

Investigate how a provider tracks performance metrics like call volume, response time, and conversion rates. Look for reviews and testimonials from self storage operators, and compare quotes from multiple vendors before committing. A transparent and well-established provider like XPS Solutions is often a safe choice.

Services Offered by XPS Solutions

XPS Solutions offers an all-in-one suite of services to support self storage operators, including:

• Live, U.S.-Based Agent Support: Handle payments, gate code assistance, and facility inquiries with 104 hours of live agent availability per week.
• Automated Payments: Tenants can pay via 24/7 IVR, relieving your team of repetitive payment calls.
• Live Rentals: Never miss a rental opportunity with professional U.S.-based Agents trained to rent units on the first call.
• Live Chat and Website Integration: Enable tenants to connect via chat directly from your website.
• Mobile-Friendly App: Through MyStorPal, tenants can manage unit details, make payments, and more from their smartphones, anytime, anywhere.
• Data Insights: The XPS Dashboard tracks call recordings and provides 24/7 reporting.

These services ensure that every tenant interaction is handled professionally while minimizing disruptions to your on-site team.

Why XPS Solutions for Self Storage Call Center Services?

XPS Solutions is the industry’s original self storage call center, having pioneered remote management services since 2000. With 70% of Agents based in the U.S. and extensive self storage expertise, they deliver unmatched tenant support tailored to the needs of storage operators.

Their focus is simple—ensuring that “Xperience Matters™” for both you and your customers. Incorporating their call center services not only helps convert inquiries but also frees your on-site staff to provide excellent face-to-face service.

By choosing XPS Solutions, you’re partnering with a trusted provider focused solely on tenant experience. They help increase operational efficiency, reduce labor costs, and never leave an opportunity unanswered.

Take Control of Your Storage Facility Operations

Customer patience is short—many won’t wait longer than three rings before hanging up. Self storage phone answering solutions like XPS Solutions are essential to ensure no lead is left behind.

Leverage their industry expertise, cutting-edge technology, and scalable services to enhance your bottom line and tenant satisfaction. Contact XPS Solutions today to schedule a demo and explore how their services can transform your facility.