Bring a Contact Center Onto Your Team and See Fast Results
How many potential residents are missing out on the value of your facility simply because your outreach is lacking?
Articles published June 6, 2018 by Bobbie Jo Barry
For those considering a senior living community for themselves or for a loved one, the process can be an emotional one. Sales and marketing outreach can be difficult, as every interaction needs to be approached tactfully. However, many senior living communities fall short on their marketing efforts in part because future residents or their families can’t always get in touch with the right person to explain to them the value of their facility. A contact center can solve that problem.
Think about it from a family’s point of view – they’re working 9 to 5, roughly the same hours as your marketing professionals. They get off work and want to talk about what your facility has to offer, but are only met with, “call back tomorrow after 9 a.m. and before 5 p.m.” How many potential residents are missing out on the value of your facility simply because your outreach is lacking?
Another thing to consider about outsourcing is that even when you think you’re doing a great job of answering all the calls during business hours, do you know how many you’re missing when you’re talking to visitors or giving tours? Also, how many tours are you delaying or putting off during those hours in the day when you get an influx of calls? By outsourcing your sales and marketing services, you can totally focus on the people visiting your facility. By outsourcing, you are free to give all the tours you want without worrying about missing calls.
Your website is likely full of great information that potential residents and their families use to find the right fit for their loved one(s), and consumers are doing their research via this method. However, Baby Boomers are retiring in droves and the senior housing market has never been more robust, which means you need to have a more public-facing component to your marketing and sales efforts, which can help set your community apart from the others. Again, outsourcing to a contact center can give you a personalized edge over your competitors.
When you partner with the right contact center, here’s what your community stands to gain:
- More Answered Calls
Every inbound call is a chance to increase the occupancy of your community. A contact center can field questions in a completely professional manner at all hours of the day or night.
- Better Focus on Residents
A personalized and cost-effective solution allows allow your staff to focus on the residents while the contact center professionals arrange tours, convey information about your community and convert leads into residents.
- Multi-Channel Approach
Taking inbound calls is only part of the solution – the right contact center will also have live chat capabilities, SMS and email outreach to cater to the varying needs of the consumer.
- Increased Revenue
By increasing residency rates and improving satisfaction scores, the return on investment in your contact center is fast, but it becomes an integrated extension of your organization.
At Aureon, we’re ready to assist senior living communities just like yours. Contact us today and let’s talk about how our sales and marketing solutions will improve your bottom line.