In theory, setting up and running your own senior living call center shouldn’t be too difficult, right? After all, you know the industry inside and out – and realize what you need to do to manage a successful call center. But do you have the time and energy?
Join us as we dive into the top things you should know before deciding to start your own DIY call center.
Top 6 things to know about a DIY senior living call center
#1 Choosing the right telephony system is critical.
Your phone system should be easy for your team to use and include workforce management to ensure proper staffing by day and time. The right telephony system will provide transparency to staff performance so you can reward top performers and coach underperformers. You should also be able to generate a reporting dashboard to hold your team accountable to key performance indicators (KPIs).
#2 Recruitment takes time.
A recruiting specialist is needed to hire the right people for this specialized team, especially if the positions are remote. An HR specialist possesses the expertise to identify candidates who have the empathy, patience, and communication skills needed for effectively interacting with seniors. Furthermore, they can ensure the hiring process adheres to all related legal requirements and ethical standards, and assist in creating a comprehensive training plan for new hires to guarantee high-quality service delivery.
#3 Training is ongoing and important to your call center’s success.
You’ll need to train new hires in the senior living industry, including sales skills, call center skills, and technical proficiency. Initial training can take two to three weeks, and ongoing training is necessary to consistently improve, learn new technologies, and keep up with quickly changing industry trends. Ongoing training may include live call monitoring, evaluations of recorded calls, and one-to-one coaching with each agent.
Related: Meet LeadGenie’s new “Done With You” service!” >>
#4 Be prepared to manage admin tasks, human resources, and payroll.
Overseeing a senior living call center may involve managing high turnover and an hourly staffing model with last-minute call-outs, no-shows, and missed punches. All of these responsibilities can require a substantial part of your day.
#5 Accountability and productivity are key, and you are ultimately responsible for the results.
You must establish KPIs to measure quality, productivity, and results – and then ensure your call center team members remain accountable and productive to reach those KPIs. Do you have the capacity to provide performance coaching and identify gaps in learning?
#6 Custom knowledge bases should be built on the right platform for easy access and detailed information.
Your call center agents will need quick access to a custom knowledge base for your communities to provide new leads and prospects with detailed answers to their questions, keeping them engaged and moving toward the next step in the buyer’s journey.
Consider a hybrid approach with your DIY senior living call center
Whether you have one community or many, launching and managing your own call center is a significant undertaking. Fortunately, our team at LeadGenie can help! We can partner with you to design the perfect call center for your needs. You don’t have to do it alone.
With our signature hybrid model, your team uses our exclusive technology platform as a roadmap to success. You can customize features to fit within your budget and goals. Our basic package includes training and coaching, integrations, on-demand reporting, and consultation.
Ready to give a senior living call center a try?
LeadGenie will seamlessly extend your brand and help your community succeed! We are a complete lead management solution that will support your team and boost your tours and move-ins. LeadGenie offers virtual sales support, quickly and consistently responding to and reaching out to your leads.
We do this through a customized approach free of long-term contracts and one-size-fits-all packages. You decide what works best for you!
