Caring Homes

Partner overview

Established in 1994, Caring Homes has steadily grown its portfolio of homes and established itself as a leading premium brand within the sector, primarily focused on attracting and supporting the care needs of privately funded care-seekers.

Challenges

Caring Homes were one of the first care providers to outsource the handling of inbound telephone enquiries to a central team.

Their rationale for this was simple; to better understand their client journey and ensure the same exceptional level of customer service is achieved across their wide-ranging portfolio of homes.

Caring Homes employed the services of a professional contact centre; they had both dedicated call handlers on their account and use of the “bureau” during busy periods. Unfortunately, the bureau team did not have the required skills to put care-seekers at ease and capture an in-depth understanding of their care needs.

Due to not fully understanding the complex nature of ‘care’, nor the emotional situation which most care seekers find themselves in, the contact centre were missing sales opportunities and not delivering on the core brand values set by Caring Homes.

After researching and mystery shopping alternative call answering solutions, Caring Homes moved their contact centre to TrustedCare. The UK's only care-sector specific contact centre.

What was achieved

• Greatly improved customer service experience
• Higher number of enquiries qualified and home visits booked
• Improved data capture for the homes and wider business
• Care seeker feedback on home visits
• Closed enquiry outcomes recorded
• Complete oversight of the sales journey