BONITA SPRINGS, Fla. — Owner-operator Discovery Senior Living has launched a centralized contact center at its Bonita Springs home office.
The center will position a team of inside sales specialists who will engage with all new prospects, create more detailed customer profiles and share information based on each prospect’s specific needs and desires. Specialists will then facilitate direct connections with senior lifestyle counselors from the Discovery Senior Living communities that interest them.
Discovery expects the move increase the percentage of documented leads, improve gathering of contact information, grow the provider’s inquiry-to-tour ratio, and advance and modernize sales efforts. The contact center is already receiving live calls, with a complete rollout to all communities planned by mid-year.
Integrated as part of the custom buildout of the new Discovery Senior Living corporate headquarters, which opened in September 2020, the contact center will initially be operated by a five-person team comprising the contact center manager and four specially trained inside sales specialists. Personnel is already in place for those newly created roles.
Discovery Senior Living currently owns and operates a national, multi-brand portfolio that includes more than 70 communities across 15 states.