WEBINAR--7-21-15--10 Must Dos for Community Call Centers

10 Must Do’s for Community Call Takers

Brought to you by:

Moore Diversified Services

Presented by:

Roy Barker

Presentation Date and Time:

July 21, 2015

1:00pm – 1:30pm CST

Contact Information:

Roy Barker

[email protected]

(817) 925-8374

Thanks For Joining Us Slightly Different Format

30 Minutes If no time for questions you may email me directly at roybarker@m-d-

s.com Please take a moment to complete the two-question survey at end of

presentation

Today’s Outline Who is Moore Diversified Services Who is Roy Barker Shift in Focus 10 Must Do’s for Community Call Takers

How to Recruit Top Talent in Your Community– August 20, 2015 1:00pm – 1:30pm CDTMOORE DIVERSIFIED SERVICES WWW.M-D-S.COM

ROY BARKER [email protected]

Moore Diversified Services National Full Service Boutique Consulting Firm Specializing In Senior Living and Healthcare both For Profit and Not-For-Profit 40+ Years of Experience Services Offered:

SWOT Analysis and Strategic Planning Operational Analysis/Benchmarking Marketing Analysis, Mystery Shopping, and Tactical Planning Employee Turnover Analysis and Retention Strategies Investment/Financing Advisory Services Lender Due Diligence Market/Financial Feasible Studies and Proformas Key Metric Monitoring “Shared Executive” Retainer Agreements MOORE DIVERSIFIED SERVICES WWW.M-D-S.COM

ROY BARKER [email protected]

Roy Barker, Director-Special Projects Over 15 years in the industry with MDS Education

BBA – Finance MS Gerontology – Long Term Care, Housing, and Services for the Aging Pursuing MS – Marketing and MS – Industrial and Organizational

Psychology Service

Dallas Area Agency on Aging Advisory Board Former Volunteer Long Term Care Ombudsman State of Texas Member Senior Living Round Table – Dallas and Boston

Specialties Operations Marketing Employee Retention Training/Coaching

MOORE DIVERSIFIED SERVICES WWW.M-D-S.COM ROY BARKER [email protected]

10 Must Do’s for the Community Call Taker


Shift in Focus Needed/Underway

• Transactional Selling to Relationship Building

• Relationship Builder/Coordinator

• Every Employee Should Be Part of the Movement

• Collaborative Effort – Prospect, Family, Other

• Slow Down and Be Genuine


Senior Living Consumer 2015

• Smarter• More Demanding• Resourceful • Access To And Use Internet• Some Have Had Parent In Senior Living• Have Many More Options Than Before • Will Not Self Identify and Want To Maintain Lifestyle • 80% Will Have Researched You and Competition Online• Most Likely Will Know Your Competition Better Than YouMOORE DIVERSIFIED SERVICES WWW.M-D-S.COM ROY BARKER [email protected]

Overall Points for Community Call Takers

• Even the smallest details matter

• Many executives do not realize the detailed, but costly, mistakes their community call takers are making

• Every point of contact with a prospect gives you a learning opportunity

• Trust, but verify – call your community and mystery shop


#1: Phone Rings Into Your Community

Correctly• Take off night service, recording, or other extensions • Phones should always be answered within 2-3 rings

• What happens to callers if primary is on phone

• Call your own community to verifyMOORE DIVERSIFIED SERVICES WWW.M-D-S.COM ROY BARKER [email protected]


#2: Phone Trees (If Necessary) Work

Correctly• Phone trees are never a good idea when dealing with prospects or a population such as ours

• If you must use one, make sure it works properly

• Test it frequently


#3: Be Prepared

• Always expect a prospect on the other end of the phone• Don’t be taken by surprise• Have a CRM program open or pencil and paper ready to take notes, if necessary


#4: Positive Greeting

• Always answer with a genuine and cheery “Good Morning” or similar appropriate greeting

• Followed with name of person answering/company

• Then, “How Can I help you?”


#5: Eliminate Distractions

• The call center or desk should not be the congregating area for other staff members• If other staff members are present in the area, make sure they know everything they say can be heard by the caller• When someone is on the phone, the area should be completely silent so the call taker can hear everything the caller says clearly• Prospects should not need to repeat themselves or ask for information to be repeated because the area is noisy


#6: A Smiling Voice on the Other End

• There should always be a happy, friendly voice answering the phone• Never have a call taker who does not have a happy demeanor• Make the caller want to know why staff members are so happy at this community


#7: Have Someone Available

• You can never afford to turn someone away, so always make sure someone is available 24/7• Have back-ups available when your regular sales/marketing staff is unavailable• Have community information readily available at all times• Always be able to handle after hours callers


#8: Never Blind Transfer

to Voicemails• Never miss an opportunity to interact with someone – get info incase of lost call

• Ask/announce transfer

• Tell them who/whom they will be transferred to

• All callers are important


#9: Match Caller Speed & Volume

• It will make the caller feel more comfortable and able to relate to you better

• Will help build better relationships


#10: Take Breaks & Lunch Away From

Desk• Don’t make your caller listen to smacking, swallowing, and/or talking with a mouth full

• Make sure there is enough cross-trained personnel at your community to relieve call takers and let them have a break or lunch away from the phone

First Impressions

Only One Opportunity to Make a Great One



Join me for our next webinar

How to Recruit Top Talent to Your Community

August 20, 2015 1:00pm to 1:30pm Central Time

Questions or Comments?If you have questions or comments

Please feel free to email or call Roy Barker at:

[email protected]

(817) 925-8374

Also, please complete the two-question survey following presentation. Thank you!


WEBINAR--7-21-15--10 Must Dos for Community Call Centers

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