A good senior living call center rep does more than just answer phones. They respond to concerns with empathy, connect callers to the right people and information, and move prospective residents closer to a sale.
How is your sales team answering your phone? Are they trained to handle the toughest cookie, skilled at responding empathetically to stress, and aware of the phone tics that kill a sale?
Dylan Watts, Director of Operations at Enquire Solutions, is willing to wager your team has room for improvement. He’s managed staff at call centers for years and has learned what works -- and what doesn’t.
Your CRM should adjust to suit your business needs, not the other way around.
Interoperability is the ability to integrate with other software. To best support your sales efforts, your CRM needs to play nice with the other tools you use.
It should generate precisely the reports you want, help you access the data you need, and allow all of your existing systems -- from sales and marketing tools to healthcare databases -- to talk to one another. If it doesn’t, it will cause more problems than it solves.
I knew there was something missing in the senior living industry after I helped my 83-year-old grandmother search for her new home.
We called five senior living communities and not a single one called back.
Senior living provider Americare faced a challenge common in the industry: a lack of the necessary manpower to nurture incoming leads and advance prospects through the sales funnel.
The company runs many communities in small towns and other areas that haven’t traditionally had access to senior housing. As a provider dedicated to person-centered care, Americare wanted staff to remain small on the local level to stay true to their values. At the same time, their staff required support to keep up with both their on-site duties and the frequently ringing phones. They needed a dedicated, knowledgeable sales team to free up staff resources and provide consistent, high-quality lead nurturing.