Achieve Together

Created from the merger of The Regard Partnership and Care Management Group (CMG) in 2018, Achieve Together is one of the largest providers of specialist care services in the UK.

The group supports individuals with complex needs including Autism and Learning Disabilities across a range of care settings – supported living, residential and home care services.

Challenges

Customer contact was being managed via a Head Office reception function during office hours with no reporting or assessment of service quality.

Placements (referrals) were received at Achieve Together through their reception team but most were dealt with via mobile phone numbers advertised online, listing a team of Assessment and Placement Managers (APMs) who are each responsible for a portfolio of services in dedicated geographic areas.

The APMs mobile telephone number would also receive a high number of general business calls alongside new referrals. As a result, the APMs would spend a great deal of their time taking calls of a general business nature and sometimes missing new referrals.

The APMs role is to help facilitate placements by liaising with the stakeholders involved in the potential clients support plan, carry out visits to services, conduct assessments, and provide the placement documentation to the point of transition.

The decision was made to deploy a contact centre to manage calls away from both Head Office and the APM team, allowing them to focus on enquiry management and making successful placements into the services.

What was achieved

Achieve Together partnered with TrustedCare to create a central contact hub, managing calls made into the portfolio of services.

• 7 day a week cover by a team of care specialists
• Referrals captured and qualified before sending out to APMs
• Improved customer service experience
• Calls triaged to correct departments
• Freed up time for the APMs to focus on referral management