Do you think that all call centers are created equal? Full of disinterested receptionists, just there for a job? Robo-dialers, calling without a purpose?
Forget your preconceived notions.
Call centers come in all shapes and sizes, and in senior living, a successful call center is an extension of your sales team. The reps are well-trained, committed employees who are knowledgeable about your community(s) and the importance of establishing an emotional connection with your prospective residents.
Think of a call center as a tool in your sales and marketing toolbox. It has a variety of applications to serve your community. Your call center reps assist your in-house sales team and provide expert support for calls, follow-ups, tours, home visits, and marketing campaigns.
You know that if you’re missing calls, you’re missing sales. Plus, you’re giving a poor first impression and inadequate customer service. Here’s how an outsourced call center staff helps you catch every call and web inquiry, every time.
Call center staff is there when your sales team can’t be.
Your call center staff is your sales army, on the front phone lines, answering the calls and web inquiries of the folks who will become your future residents. And, unlike your salespeople, your call center staff is always available to give uninterrupted time and attention to every prospect.
They free up your sales team.
Your sales team works hard. They need to interact with the community in meaningful ways, listen to potential residents, and make deep personal connections. It pays for them to be mobile, not chained to their desks answering the phone.
When one of your salespeople is giving a tour to potential residents, conducting outreach, or finalizing a move-in, your call center staff is there to make sure no lead is lost. They take phone calls and web inquiries off your sales team’s plate, so your team can focus on building a strong rapport with your future residents.
They are dedicated to answering your phones.
Your call center staff focuses on nurturing your leads. They are never interrupted or distracted by other work. Since 50% of senior living touches are made by phone, this energy is focused in the right direction.
And they’re good at what they do! They are trained to be empathetic, patient, consistent, and responsive. As extensions of your sales team, your call center staff forms meaningful relationships with potential residents. They keep leads flowing through the sales funnel by guiding them to the best community contact or resource that can serve their needs.
They aren’t just on the phone.
Call center staff does more than answer the phones. They also help your community:
- Respond to web leads
- Stay on top of emails
- Respond to social media queries
- Mail out information to interested prospects
- Document information in your CRM database
For more info on making the most of every lead, check out our blogs on mastering online leads and lead nurturing mistakes to avoid.
They are there on the evenings and weekends.
Many adult children call into senior living communities on their lunch hours, evenings, or weekends — precisely when your sales team is likely unavailable. In a Saturday test call of 12 senior living communities, only 33% answered and requested a contact phone number.
With a call center, you can rest assured that someone picks up the phone at your community every time it rings.
They provide peace of mind.
Employee turnover can be challenging for a senior living community. Leads commonly slip through the cracks during staffing shortages and other periods of staff transition. A call center will ensure that your community always maintains a consistent level of sales support and that none of your expensive leads are lost due to employee attrition.
Call center reps are experts at follow-up.
On average, independent living sales require 19 touches. Assisted living and memory care sales require eight and nine touches, respectively. And yet, 44% of salespeople give up after just a single contact.
Your call center goes through extensive and ongoing training on follow-up best practices. A strong call center conducts weekly meetings with your community(s) to strategize creative reasons to follow up and re-engage with prospects.
They move quickly.
Speed to lead is vital. Between 35 and 50% of sales go to the vendor who makes first contact. And, the longer it takes to respond to an inquiry, the more likely you’ll lose a sale. In fact, every minute counts. Sales leads contacted within 60 seconds of first touch show an astounding 391% improvement on average conversion rates. A call center means you always have a horse in that race.
They care.
Follow-up is more than just quick responses or staying top of mind with your prospects. Follow-up means establishing a caring and empathetic relationship with prospects during what is likely the scariest life transition they’ve experienced. It means deepening that relationship and learning about their lives, families, and passions.
Call center reps know that every call has a purpose. They work hand-in-glove with your salespeople to follow up meaningfully.
- Sending a reminder of an upcoming appointment or tour
- Sharing personalized, valuable resources
- Extending an invitation to a community event
- Wishing a prospect “Happy Birthday!”
- And so much more
Interested in learning more? Check out what our call center solutions can do for your community.
Do you think that all call centers are created equal? Full of disinterested receptionists, just there for a job? Robo-dialers, calling without a purpose?
