Joe DownsCEO & Co-Founder, Belrose Storage Group. Founder, Storage Moguls.

Call centers must meet the same standard

14 May 2026 · 1 min

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Boat and RV operators train onsite managers to resolve issues in one call, but fail to give call-center staff the same authority or training. A tenant calling Friday at 5 PM to retrieve an RV gets stuck because the after-hours agent can't help. Call centers need the same standard.

The call center question. Many boat and RV operators use a call center for after-hours overflow call coverage. The one-call resolution standard applies to call center staff exactly the same as it applies to onsite managers. This is where most operators fall short. They train their onsite manager on resolution authority, but don't extend that training and authority to their call center. The call center answers after 5:00 PM on a Friday. A tenant's trying to get their RV out for a weekend trip.