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Holiday Call Volume: Is Your Team Prepared?

Father’s Day will be here soon, bringing many families together to visit Dad. While kids and parents look forward to spending time with one another, some might become concerned when a visit reveals indisputable signs of a decline in their father’s health. Caring for Dad on Father’s Day can quickly end up being a time of researching caregivers and senior living communities. For the average person, it’s daunting, at the least, and emotional for everyone involved.

For these families who may only see each other a few times a year, this weekend with Dad will be necessary to explore personalized living arrangements. Considerations such as responsible, highly-trained staff and thoughtful accommodations for seniors’ diverse needs are top-of-mind as parental aging becomes inevitable.

What does this mean for your community?

High call volume. This sounds like a dream come true, but only if you have a plan in place. If your sales team can answer each call and efficiently reply to inquiries, then you’re set. But what if they aren’t equipped for such an influx of leads? What if they miss future residents due to the excitement and commotion of a busy holiday weekend?

Think about what one missed call could cost your community? If that call turns out to be a quality lead, it’s thousands of dollars lost. Calculate your cost per missed call here.

Slow response time means what you think it means: In mere minutes of not receiving a call from your sales staff, an interested family will likely choose another community to contact. And if that community is welcoming, helpful, and quick to answer crucial questions, your lead probably won’t be back. They’ve already found their top pick—the community that focuses on speed to lead. This means returning a lead’s call within five minutes of contacting your community. Even after 10 minutes, most people will move on.

That first interaction is critical, and if there’s no initial conversation or if it’s significantly delayed, that makes an impression that sticks. Even if you’re able to later catch that lead on the phone, they’re still remembering the other community that quickly responded and made them feel at home.

What if you had a dedicated team answering calls on behalf of your community, so you knew a call was never missed?

Being immersed in the senior living field, we know the caregiving business inside and out. But the people who call may be calling a community for the first time ever. They’re unsure about the future, wondering if they’re doing the right thing, and anxious about making the wrong decision. Most people aren’t aware that many communities are exciting, modern places to live—especially your community—and they’re desperately seeking validation that their parent will be safe, happy, and loved. Effective speed to lead strategies are in place to not only answer questions, but to give families reassurance that they’re choosing a compassionate and healthy location for their parent.

Are you properly set up to take weekend and evening calls? SeniorVu’s contact center puts in the overtime after your marketing team has left for the day. We keep your community on track for more move-ins by responding to and determining your best leads. In 2021, we had 122 move-ins that derived from calls made after 5 pm on weekdays or on Saturdays and Sundays. Read our case study to see the numbers and our unique process that simply works.

What makes our contact center stand out?

SeniorVu’s work culture is different because we hire excellent professionals who are invested in senior care. Our Family Advocate Mentors (FAM) are college educated, comprehensively trained in senior specific information, and have backgrounds in healthcare. Many are nurses, therapists, and social workers who have taken this role because they love seniors and know how important it is for every aging citizen to feel comfortable and cared for. Our FAM empathize with the fact that many of us will one day be in our parents’ shoes, that it’s important to lead with understanding and respect. They approach each individual and family as if they were advising their own loved ones.

 Father’s Day will be a challenge for some families, and they’ll look to your community for help. Get ready for a high holiday call volume weekend by expanding your sales team with SeniorVu’s contact center. Schedule a demo today and build your community’s future with our expert team.

We wish everyone a wonderful Father’s Day.

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
Juneteenth
Independence Day
Labor Day
Veteran’s Day

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