1. 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
roybarker@m-d-s.com
(817) 925-8374

2. 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 CDT

3. 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

4. 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

5. 10 Must Do’s for the
Community Call Taker

6. 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

7. 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 You

8. 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

9. #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 verify

10. #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

11. #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

12. #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?”

13. #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

14. #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

15. #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

16. #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

17. #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

18. #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

19. First Impressions
Only One Opportunity to
Make a Great One

20. Join me for our next webinar
How to Recruit Top Talent to Your Community
August 20, 2015 1:00pm to 1:30pm Central Time

21. Questions or Comments?
If you have questions or comments
Please feel free to email or call Roy Barker at:
roybarker@m-d-s.com
or
(817) 925-8374
Also, please complete the two-question survey
following presentation. Thank you!