Please remind your Center Directors that they may encounter a “warm call transfer” to your Center’s phone number from a call center agent when callers are transferred from phone numbers used in national advertising. Previously, an automated answer transferred callers to the relevant Centers based on the caller’s area code; however, we are testing a live answer which has already been improving the transfer rate to local Centers.

For instance, when a call comes in to a national phone number, an agent will answer and provide feedback to callers about a few basic program questions. Center-specific questions will be referred to a local Center Director. They will then help the caller locate a Center near them and will stay on the line as they transfer the call. If the call is received outside your open hours, the call center will enter the lead through your microsite form (which will also be sent to your Center email address as with all microsite form submissions), noting that the lead came in through the call center.

For more information about this, please refer to our Operations Manual release in April 2018 on Matters. If you have any further questions, please reach out to Mathnasium Support!