Caring Homes Case Study

Caring Homes partners with TrustedCare Calls to improve sales performance.

Client Overview

Caring Homes owns and operates a portfolio of residential and nursing homes across the UK. Established in 1994, Caring Homes have steadily grown their portfolio of homes and established themselves as a leading premium brand with the sector. Primarily focused on attracting & supporting the care needs of privately funded care-seekers.

Challenges

Caring Homes were one of the first 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 & use of the “bureau” during busy periods. Unfortunately, the bureau team did not have the required skills to put care seeker's 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 was missing sales opportunities and not delivering on the core brand values set by Caring Homes.

After researching & mystery shopping alternative call answering solutions, Caring Homes moved their contact centre to TrustedCare Calls, the UK's only care-sector specific sales 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

Testimonials

The team at TrustedCare Calls provide our customers with an exceptional level of service & work seamlessly with all stakeholders. Weekly & monthly reporting gives real-time insight into current enquiry volumes across our portfolio of homes. Reactive to whole sector trends & responsive to board-level requests. Alongside the day-to-day TrustedCare have undertaken many special projects at our request and always deliver on core KPI’s. Working with sector specialists who have a clear understanding of the wider social care market has added huge value to our business. I wouldn’t hesitate to recommend the TrustedCare Calls team."

Chris Rudolph, Sales Operations Manager

The TrustedCare team are excellent at capturing the key points from an enquirer, this allows us to tailor our conversations and viewings to the needs of the customer. Therefore allowing us to provide a better service and overall ensure a smoother transition from enquiry to resident.”

Jake Gray, Regional Manager

Over the last year, I have communicated and worked closely with TrustedCare as our provider of first contact support for enquiries. I have found the team to be approachable, compassionate and helpful at all times. With every third party service, there are always areas of improvement but TrustedCare will listen and understand our needs and action where appropriate. A great team to work with!”

Lee Warren, Customer Relations Adviser (CRA)

Call or email to find out how TrustedCare Calls can support your business.

Who we work with?

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


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