Call & Coach

TrustedCare provides sales training & call coaching for care services who are looking to improve their customer experience and increase client conversions.


To fully understand your customer journey, it’s time to put yourself in their shoes. First impressions count; no matter who the care-seeker speaks to within your care service they should be offered the same exemplary level of service.

TrustedCare Professional Services (TCPS) can help you measure the effectiveness of any sales training you have implemented & identify any areas where further training is required. Our experienced Advisers can give immediate feedback to your team on their performance against the call grading criteria & areas for improvement.

How it works?

Step 1: TCPS mystery shops your care service, acting as a care-seeker

Step 2: The person who answers the call is graded over an agreed framework for handling new care enquiries

Step 3: Once the call has come to a natural end, TCPS reveal themselves as a Mystery Shopper & provide immediate feedback on how the call was handled.

We provide a detailed report of our findings and observations along with the call audios from all calls for transparency;  this helps senior leaderships teams to understand where their homes and services are excelling, and where gaps in knowledge or training need to be addressed.


  • Understand & optimise your customer journey
  • Identify gaps in call handler knowledge and champion best practice
  • Immediate feedback & training given on call handling
  • Management report on key findings
  • Implement additional training as required
  • Audio of all TCPS calls for complete transparancy

Would you like to find out more about our Call & Coach service?

Get in touch with us for more information.

Who we work with?

  • Caring Homes
  • Larchwood Care
  • Bupa
  • Home Instead - Senior care
  • Greensleeves Care
  • Barchester - Celebrating life
  • Carebase
  • New Century Care