When people call your senior care facilities, they want information, reassurance and a trustworthy voice. Thoughtfully crafted On Hold Marketing provides all of that, transforming a wasted wait into time well spent.

Some key benefits of BusinessVoice On Hold Marketing:

• We can share details about your services, staff and unique value to make your facilities an easy choice for callers comparing senior care facilities.
• By providing helpful insight, we show callers you’re committed to making their experience easy and convenient.
• We can address common caller questions completely or provide partial answers and tell callers who to speak with for more information.

Our Caller Experience Audit will reveal any weaknesses in the telephone encounters you provide. By analyzing your On Hold Marketing, IVR systems, business phone greetings, hold times, the effectiveness of your frontline phone staff and other components, a CX audit will identify areas that might be frustrating or confusing for your callers.

There are a few ways a CX Audit helps:

• We identify inefficiencies in call routing and response times.
• We evaluate your CSRs’ performance and provide ideas for improvement.
• We look for opportunities to enhance your On Hold Marketing content.
• We develop measurable KPIs that can show growth.

Optimizing your caller experience leads to happier callers and a stronger reputation for your facilities. And if callers are happier, they’re less likely to cause stress for your employees.

What do your callers experience from the moment they dial your number to the moment they hang up — and beyond? In senior care communities, every touchpoint matters. Each call could come from a family member seeking guidance, a referral partner with questions, or a potential resident taking that first brave step. A well-designed caller journey helps them all feel informed, supported, and confident in your care.

With more than 35 years of experience, we help senior care organizations create thoughtful, intuitive caller journeys that reflect their values and priorities. We consider everything — from call flow and hold messaging to callback options and CSR scripts — to create a seamless experience that leaves a lasting impression.

The Benefits of Caller Journey Mapping:

• Reduces confusion and delays by guiding callers through a clear, consistent path
• Eases the burden on staff by streamlining call handling and minimizing missed connections
• Prepares your team with tools, training and messaging that support great service

Your caller journey is more than a phone interaction — it’s an extension of the care you provide. Let us help you design a better path forward.

Through our customer service representative (CSR) training, your senior care staff can learn essential phone etiquette and communication skills that leave a lasting impression.

A few reasons CSR training is important:

• It strengthens relationships. Callers who feel cared for are more likely to call back. They’ll also feel more confident recommending your facilities to friends and family.
• Callers interpret friendly, thoughtful CSRs as an indicator of the experience they’ll have down the road. If they’re treated poorly on the phone, they won’t pursue a longer relationship.
• Your clear, efficient communication shows that you value your callers’ time.

No two senior care providers are the same. Your caller experience shouldn’t be either. We create custom On Hold Marketing and phone solutions tailored to the unique goals and needs of your brand.

Our solutions include:

• Content that’s created to highlight the unique value of your facilities.
• Professional human voice talent and recording engineers.
• A dedicated Creative Consultant who gets to know your brand and writes your copy.