3 Things to Consider When Investing in a Contact Center

Utilizing a contact center can be an effective and efficient way to handle the sales side of your senior living business. In this article, you will learn what a contact center is, the difference between a contact center and a call center, and three key indicators of a contact center worth spending your money on.  

What is a contact center and why you would use on in Senior Living  

A contact center is a centralized place of business where your community can handle lead generation like calls, form fills, and applicant management. A contact center will also handle things like marketing automation, analytics and reporting, and tour scheduling. Contact centers should be able to integrate to your CRM. 

You may want to use a contact center for Senior Living to optimize your sales process and save your sales team the hours spent chasing leads and scheduling tours.  

Contact Center vs. Call Center  

A call center only handles inbound and outbound calls, whereas a contact center handles several aspects of the business, as mentioned above.

What you need to look for in a contact center 

1. Personalization  

Many communities are hesitant to use a contact center because it feels as though many contact centers do not know your company, or your sales process, the way you do. Make sure to ask how a potential contact center will customize its services to work with your specific needs. Ideally, a prospect should not be able to tell if they are talking with someone offsite. Ask them about their onboarding process and ability to customize and work with your companies’ unique needs.  

SeniorVu’s contact center works as an extension of your sales team to connect your community with 100 percent of qualified leads. This is done through SeniorVu’s FAM (Family Advocate Mentor) team and speed-to- lead technology.  

The FAM team is comprised of US-based, college educated individuals. They are trained in care-levels, senior specific information, empathy, and technical skills. The FAM team works with your company each week to align your brand, talk through KPI’s, and respond to any changes.  

The best part of utilizing SeniorVu’s contact center is the Family Advocate Mentor team. They really listen to our needs and are always responsive to change. I can tell they strive to know our community, brand, and have excellent customer service.

Sarah Schoonover, Marketing Director at Avalon

2. Coverage hours for nights and weekends  

When talking with a contact center, make sure you ask about their after-hours coverage.  Your sales and marketing team is likely to get calls from prospects at all hours, seven days a week. Because families often choose their first live connection, you need to make sure a contact center is there to answer the phones at night and on weekends.  

SeniorVu found that over the last six months, tours booked on Saturdays through SeniorVu’s contact center have increased 150 percent. Not only that, but Saturday and Sunday call volume over the last six months is 154% higher for Saturdays and 195% higher for Sundays. Imagine all the leads you would miss if your company wasn’t answering those calls!  

SeniorVu’s contact center manages inquiries from 7 am – 10 pm Monday through Friday, Saturday 8 am – 10 pm and 9 am -10 pm Sunday Central Time. SeniorVu’s call center is even open until 6 pm on holidays, so a lead is never missed.

3. Excellent ROI  

Lastly, when looking at contact centers be sure to ask about their ROI, and how they plan to ultimately increase your tours and move-ins. Contact centers should have a plan in place to keep your communities updated on lead volume and tracking, call recordings and number of tours scheduled, like Buckner did.

“Buckner needed a significant lift in lead generation and SeniorVu delivered,” said Heather Potts, Senior Director of Sales at Buckner.

When Buckner signed up with SeniorVu in April 2020, they had 3 tours and no move-ins.  By November 2021, 18 months later, SeniorVu scheduled 140 tours for Buckner in November with 31 move-ins that month. Since working with SeniorVu, Heather noticed more than an increase in tours and move-ins.

SeniorVu’s Client Success team and their contact center agents understand our business brand and truly feel like an extension of our sales team. They jump right in when we need help with crisis communication and family emergency alerts. Their willingness to solve problems, and their attentive customer service stands out from other vendors.

Heather Potts, Senior Director of Sales at Buckner

If you are interested in learning more about SeniorVu’s Contact Center, schedule a demo here.  

Happy Holidays

Answering inquiries for your community is what our Family Advocate Managers (FAM team) love doing, even on most holidays. Thanksgiving and Christmas Day are the only two days we close up shop. We believe all of our team members deserve time with their families. By the next morning, FAM is right back at it to follow up on any inquiries that may have come in the day before.

What about all those other holidays? Rest assured SeniorVu has your time zone covered from 9:00 a.m. to 4:00 p.m. on each of the following holidays:

Black Friday
Christmas Eve
New Year’s Eve & Day
Martin Luther King Day
President’s Day

Memorial Day
Independence Day
Labor Day
Veteran’s Day

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