When choosing a call center to support your senior living sales and marketing team, ask key questions to make a more informed decision. For example, you’ll want to include areas that are most important for your community’s success and align well with your needs.
Are you losing new leads because you don’t have enough time to respond to them quickly? Is it critical that the call center is available on weekends and weeknights? Review our curated list of top questions to ask when deciding on the right senior living call center for you.
7 questions to ask when choosing the best senior living call center
#1: What days/hours can you cover?
Availability is crucial in the senior living industry, which means having coverage outside regular business hours. Knowing a call center can step in during a wide range of hours provides reassurance that they’ll be there when you need them.
#2: What is your average speed to the lead time?
Speed to lead time measures how quickly a call center responds to a new inquiry or lead. A prompt response can make all the difference in the senior living sector. It shows potential residents and their families that you value their time and are attentive to their needs. A quick response time could be the deciding factor in their choosing your community over another.
#3: What time zones can you cover?
Your senior living community might engage with leads and prospects in different time zones. Ensure that the call center can handle calls from these other regions without leaving anyone waiting. This is especially important if you have communities across multiple time zones or want to expand your reach.
#4: Do your agents have senior living industry experience?
Experience matters. Call centers that have worked with senior living communities will be more familiar with the needs and nuances of your target audience and personas. They’ll be able to handle sensitive topics and address pain points with empathy and understanding, which is essential for effective lead nurturing.
#5: What is your average downtime?
Reliability is non-negotiable in a senior living environment. A call center’s average downtime tells you how often its services are unavailable due to technical issues or other disruptions. Low downtime is essential to maintain continuous support for your community.
#6: Do you work with our CRM?
Integrating the call center with your current Customer Relationship Management (CRM) software can streamline workflows and ensure valuable data is captured accurately and efficiently. Ask if they have experience working with your CRM system or are willing to adapt to it. This can save you significant time and resources in terms of staff training and data migration.
#7: What are the costs/rates of your services?
Understanding the cost structure of a call center’s services is vital to your bottom line. Inquire about their rates, hidden fees, and what’s included in their service packages. It’s important to weigh the costs against the benefits to determine whether their services represent a good value for your community. You’ll also want to ask about the call center’s cancellation policy and if you must sign a contract.
Why asking the right questions is important when choosing a call center
Asking strategic questions can help you identify a call center that is well-equipped to meet the unique needs of your senior living community. A partnership with the right call center can ensure every prospect is responded to professionally, resulting in more tours, events, and move-ins.
