Share This
Related Posts
Tags
Call Center for Senior Living
By Nik Edlinger on Sep 17, 2019 in News
The internet has certainly made a splash in senior living. The majority of prospects research options online, according to Google. They’ll browse listing services. Check your own website. Scour reviews. 
But when it comes time to make a decision, those who call in for more information are the most likely to convert. In fact, they generate 10-15 times more revenue than web leads do, and they convert 30% faster.
The internet may be the new hot, but the phone is still king of conversions. Which makes you wonder why so many senior living operators don’t focus more on excellent phone service.
Our clients have told us – and we’ve seen on our end – that about 50% of inquiry calls are missed. And a good 20% of calls come in after hours. These are missed leads, pure and simple.
The problem extends to resident calls, too. Poor or slow responses from management factors heavily into resident satisfaction. In an industry where quality care is often the differentiator, you can’t afford to ignore service requests or emergency calls, no matter when they come in.
So what’s the answer? A flexible contact center solution that can pick up the phone for you.
It’s called RENTCafé Connect. Built into the Yardi Senior Living Suite, the digital answering service acts as a seamless extension of your office. From auto-attendants to live agents, RENTCafé Connect can handle your phone lines whenever your own team is unavailable. That means no more missed calls – and no more missed opportunities.
Not convinced? Here are five ways RENTCafé Connect can help you grow your occupancy while keeping your current residents happy.
- Track the source of incoming calls.
You get 15 toll-free tracking numbers with RENTCafé Connect, which means you can use a unique number for each of your marketing activities. When a prospect dials one of your numbers, the source is automatically captured in a digital guest card. See which channels are driving the most calls so you can optimize your marketing spend accordingly.
- Route callers to the right person.
Part of the RENTCafé Connect package is an automated answering service with phone tree and call routing capabilities. Callers can hear a custom recorded message asking them the purpose of their call: “If you’d like to schedule a tour, press 1. If you’re a resident, press 2.” RENTCafé Connect will then forward the call to the appropriate staff member, depending on how you choose to set up your call flow.
- Recruit backup and off-hours coverage.
RENTCafé Connect is more than just a software solution – it’s a full team of trained professionals ready to help your callers. When your own on-site staff can’t answer the phone or when your office is closed, calls roll over to our call center where live agents can fill out guest cards, schedule appointments, share pricing and discuss availability. They can even assist your residents by setting up service requests or calling out emergencies to maintenance staff.
- Simply scale to fit your needs.
Worried about what it might cost to have 24/7 live phone support? Don’t be. RENTCafé Connect allows you to control how much you spend with on-demand scheduling. You can choose when and which calls go to our live agents, and you can always turn the service off at a moment’s notice. You can also set a budget each month and adjust it for marketing campaigns or slow seasons so that your spend never exceeds expectations.
- Enjoy seamless integration.
Since RENTCafé Connect is part of the Yardi Senior Living Suite, real-time information is shared across the solutions. Your pricing rates and unit availability from Yardi Voyager are immediately available to our live agents to reference on the phone, and any prospect details we enter, along with the call recordings, are captured in Yardi Senior CRM for your review. To top it off, you can quickly pull reports to keep tabs on your phone call conversion rate.
RENTCafé Connect is an exclusive offering for Yardi clients. If you’re interested in seeing just how our digital answering and call center services can benefit your community, get in touch.
