How to Build a Virtual Call System for Assisted Living
Introduction
We wrote this for smaller memory care providers looking for a better call system than they currently have. It explains a virtual call system, how to build one, and why it lets us better serve our customers. We wrote it because we strive to provide best-in-class memory care, and we feel that sharing best practices is a part of this mission.
What is a Virtual Call System, and Why Does it Matter?
Virtual call systems, sometimes called voice-over-internet-protocol or VoIP systems, are essential for assisted living providers because they help you manage inbound calls, so you do not miss an important call. You can think of them as central hubs that collect all inbound calls and then direct them to the right person. Most assisted living care providers are on the feet, so it can be challenging to answer a desk phone call. Virtual call systems allow you to receive calls to your “office” number on your mobile phone, desk phone, home phone, or computer. It can help receive calls on your mobile device instead of your desk phone when you are driving to a meeting or assisting a resident.
An important feature of virtual call systems is the ability to enable a call flow. I’m sure you have called a business, and an automated voice provides you options to select from. The purpose of this is to send you to the right person quickly. Unfortunately, these systems can sometimes do the opposite and cause you to spend excessive amounts of time trying to find a real person.
When you call our main phone number (407) 543-2028, a voice will provide you with four options. Depending on which option you choose, the system will send you to the right staff person to assist you. Yes, a live person will answer the phone, not some kind of bot. There are far too much nuance and urgency in memory care for us ever to have a bot answer the phone. Plus, we never like it when we call a business, select an option from the call tree, and then get transferred to another bot.
You can also text our main phone number, and the right person from our staff will answer back. We think this is important because sometimes people cannot answer a call, but they can receive and respond to a text message. It doesn’t happen frequently, but sometimes a family looking for care options will call and leave a voicemail, and when you call back, they cannot answer because they don’t want to talk about dementia in front of their loved one. For these rare situations, the ability to text message key information can be crucial.
How to Build a Virtual Call System for Assisted Living
1. Find a virtual call system that works for your needs.
We wanted a simple virtual call system that worked with minimal technical know-how. When you evaluate the world of virtual call systems, many websites are touting unique features. Still, when you fork over the money to set them up, you quickly find that you need to hire a programmer to set them up properly.
Another important thing for us was a reasonably affordable product with good call quality. You do not want to invest in a virtual call system subscription to find out the call quality is terrible. One thing to remember is that WiFi is a prime suspect for low call quality. It is always preferred to have a hardwired internet connection.
We ultimately selected MightyCall because they had all of the features we wanted, including a visual call flow tool, call recording, and unlimited minutes. All plans also have unlimited users and unlimited extensions. The unlimited extensions are valuable to us because we give each of our management staff and our memory care home locations a unique extension number. Hence, all of our phones operate under a single phone number. The structure ensures that most spam calls get blocked by our call tree—also, this way, we pay for one phone number.
2. Set up a call flow for your call tree.
Note: Private data has been removed.
The call tree lists automated options. Typically, a recording will read options to the callers when they call your primary number. Then the system will send them on their way after they make a selection. A good one will help callers find the right person more quickly than a receptionist. So, remember to keep your call tree short and concise. It will also reduce spam calls to nearly zero since the bots are not smart enough to select options.
Our call tree provides two options to talk to someone about memory care options, to speak to the business office, or to speak to someone about “something else.” The fourth option is a catch-all if the first three options are not what the caller needs help with.
We have a greeting and call tree during business hours and a different one for non-business hours. During non-business hours, the greeting requests the caller to leave a voicemail, and we return the call the next business day. We find that this works for us because if someone calls us during non-business hours, they already have direct extensions.
3. Connect your mobile phone devices and hard phones.
Most virtual call systems allow you to connect your various mobile phone devices or hardphones so you can receive calls wherever you go. A hardphone, or a hardware phone, looks like an old-school phone that can be touched, but it can connect to the internet. Hardphone is the playful opposite of a softphone. A softphone, or sometimes referred to as a webphone, is an app on your computer or mobile device.
The best reason to connect various phones besides never missing a call when you are away from the office is to designate the optimal device to receive calls. For instance, if you schedule appointments with callers and work on a desktop, you may want to receive calls on the desktop, so you pull up the calendar app on your computer during the call. Or, if you are driving or on your feet all day, you may want to assign your mobile phone as the preferred method. You should have the option to receive a call on all devices simultaneously or sequentially in a predetermined order. Just find what works best for you, and you can always make changes as needs arise.
# Tips and Reminders for How to Build a Virtual Call System for Assisted Living
Find a virtual call system that works for your needs.
Set up a call flow for your call tree.
Connect your mobile phone devices and hard phones.
Closing
In wrapping up, please remember virtual call systems can be an excellent way to save time and resources for your callers and your business. You just need to find the right system that works for you and then set it up, so your callers get to the right person efficiently when they call.
If you are looking for memory care options in Central Florida, please contact us or call (407) 543-2028 for more information or to schedule a home tour.