We’ve all experienced the frustration of navigating confusing automated phone system menus to land in someone’s voicemail or be placed on hold for an extended time.
Then, days may go by before we get any response.
It can be especially frustrating for older adults and their loved ones seeking information about a senior living community.
A senior living call center like LeadGenie offers live agents who pick up the phone quickly, every time. Using real people to respond to seniors and their loved ones can be a differentiator in the senior living industry. Here’s why:
Why live agents are important in senior living call centers
As we age, our communication needs become more complex and personal. We appreciate a more human-like, compassionate approach with someone who can help and will patiently listen to our requests and concerns.
While automation and artificial intelligence (AI) increasingly take precedence in customer service, the senior living sector is an exception where live agents can make an extraordinary difference and act as a significant differentiator.
5 benefits of using live agents in the senior living industry
#1: Personalized emotional connection
Older adults value human interaction, and live agents provide this through a warm, empathetic, and reassuring presence that technology cannot duplicate. They infuse a sense of personal connection into every communication, a facet of interaction that seniors sincerely appreciate.
#2: Ease of communication
Although increasingly tech-savvy, many seniors still prefer to speak with a live person rather than navigate through automated systems. Live agents can understand seniors’ needs better and lead them through the discovery process to learn their pain points. Such accessibility can be helpful for seniors and their loved ones considering a move to senior living.
Learn what a typical senior living call center conversation is like >>
#3: Specific understanding of seniors’ needs
Live agents within senior living call centers are specially trained to understand the unique needs and challenges of older adults. They can interpret tone and mood, infer context from conversations, appreciate their fears and concerns about aging, and address them effectively, offering assistance that automated technology lacks.
#4: Problem-solving and care coordination
Having a live agent can be a vital lifeline in times of urgency. They can handle urgent situations effectively, connect them with the appropriate healthcare professionals, and even call for emergency services if necessary. The role live agents play in urgent problem-solving can be crucial.
Find out how seniors shop for a senior living community >>
#5: A facet of trust
Trust is paramount in nurturing new and existing senior living leads. The nature of senior care demands credibility and empathy. When older adults or their families can connect with a real person who exhibits understanding and compassion, their trust in the community can build significantly.
Get tips on what to look for when choosing a senior living call center >>
Looking at these benefits, call centers with live agents can clearly be a critical differentiator for senior living communities. Even as we ride the wave of rapid digitalization and automation, it’s crucial to remember that the human touch remains irreplaceable, especially in spheres like senior living.
