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.
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.
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