> For the complete documentation index, see [llms.txt](https://docs.talkfurther.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.talkfurther.com/products/ai-phone/contact-center-outbound.md). # Contact Center & Outbound Calls Senior Living CRMs are designed for community sales teams, but they fall short when it comes to **centralized or third-party contact centers**. Centralized teams need to: * Efficiently handle inbound and outbound calls at scale. * Quickly identify which community a call is tied to. * Capture notes and coaching insights while staying in one streamlined system. * Sync all data back into the CRM so community sales teams can seamlessly take over. Without the right tools, centralized sales teams waste time flipping between systems, miss context, and lose valuable insights—leading to dropped leads, slower response times, and ultimately fewer move-ins. ![Dashboard](/files/Fqcd8xbPaZApNczU0zb1) ## What It Does The **Further Contact Center** is purpose-built for internal or outsourced sales teams running a centralized sales approach.\ It enables your team to: * **Handle inbound calls**: Identify the community instantly, access coaching prompts, and take synced notes. * **Make outbound calls**: Select caller ID, send SMS reminders before calling, and log all activity. * **Automate follow-ups**: Set reminders, send emails/SMS, and track prospect history across all channels. * **Seamlessly integrate with your CRM**: Notes, transcripts, call records, and lead source attribution (e.g., Google Ads) sync automatically. * **Analyze performance**: Access reports on pickup rates, call length, tour set rates, and move-ins. The outcome: a **centralized, efficient workflow** where your call center manages leads in one system while ensuring your community sales teams have all the context they need. ## How It Works 1. Calls will come in to your dashboard and calls can be made directly from the dashboard. Agents need to make themselves active to receive a call, otherwise the call will go to the community, or Further's AI Agent if configured ![Dashboard](/files/mM1oYeUMC3uF5elJU07N) 2. When a call is active, teams will know which community the call is for, and will have information to help complete the call, in addition to optional coaching items. Teams can transfer the call to the community, a phone number or another call center agent. ![Dashboard](/files/881462exWQtokeyLo2lj) 3. For outbound calls, Further will pull in all new leads from the CRM and will allow you to dial out to them with an optional SMS and a 15 second delay. ![Dashboard](/files/gN7svncV2oudmFzbmpUa) 4. You will be able to track all progress of these calls using Further's detailed analytics, built for centralized sales teams. ![Dashboard](/files/zUpnNNIqwKjC0cVCSedm) 5. Notes, transcripts and AI summaries will be synced into the CRM for community sales teams to view. ![Dashboard](/files/NiTUeViNZp6P9WC7tbiu) ## Integrations & Configuration * **Required**: Integration with your CRM (e.g., Yardi, Salesforce, Aline, Enquire, Sherpa, WelcomeHome). * **Automatic syncing**: * Lead source attribution * Notes and transcripts * Call outcomes, tours, and move-ins * **Optional**: Marketing platform integrations for deeper analytics. Configuration options include: * Caller ID selection for outbound calls. * SMS alerts to improve answer rates. * Coaching prompts for consistent conversations. * Automated reminders for follow-ups. ## How to Set It Up 1. **Prerequisites** * CRM integration must be active. * User roles configured (agents, managers, admins). * Get your internal sales teams or third party contact center access to the Further platform 2. **Further Phone System** * Make sure the Further Inbound Phone System is live 3. **Contact Your CSM** * Get in touch with your Further CSM or to have your account set up for the contact center. ## Troubleshooting Tips * **Symptom:** Inbound calls not showing community info.\ **Fix:** Check CRM integration and ensure community mapping is set up. * **Symptom:** Notes not syncing to CRM.\ **Fix:** Confirm user has correct role permissions and CRM connection is active. * **Calls Not Alerting Teams:** Teams are not seeing new calls in the browser\ **Fix:** Log into Chrome settings and make sure Further has the ability to use the microphone and can play sound. ## Frequently Asked Questions * **Can community sales teams also use this?**\ Yes, but it’s optimized for centralized or third-party teams. Community teams may use it also, but likely will rely on their CRM platform. * **Does it replace the CRM?**\ No. It complements your CRM by centralizing call workflows while ensuring all data flows back into the CRM. * **Can I transfer calls to a community or another agent?**\ Yes, transfers are supported to any phone number. * **Will call recordings and transcripts be available in the CRM?**\ Yes, all calls and transcripts sync automatically to the lead’s CRM profile. * **Does Further provide a call center?** No, we do not, but we can refer you to excellent third party call centers if needed. * **Can we track marketing attribution?**\ Yes, sources like Google Ads are tracked and pushed into the CRM. *** ### Why Senior Living Operators Should Use This Further Contact Center gives you a **true centralized sales platform**, solving for what CRMs weren’t built to do.\ It ensures: * Faster response to inbound leads. * Higher connection rates with outbound calling + SMS alerts. * Seamless CRM integration for downstream community sales teams. * Full visibility into call center performance and ROI. The result: more tours scheduled, more move-ins, and a smoother workflow between centralized and community sales efforts. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.talkfurther.com/products/ai-phone/contact-center-outbound.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. 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