Caring Homes has been securing increased sales leads after enlisting outsourced customer contact specialist, Echo Managed Services, to enhance conversion rates.
Echo’s advisors have been trained to deliver a consistent message about Caring Homes’ estate of 62 homes and provide the correct information and advice as their initial point of contact.
Echo has streamlined the organisation’s new enquiry customer contact and helped successfully convert 18% more leads into face to face appointments, as well as speeding up the sales cycle by cutting down the time from first enquiry to admission by 8.5 days for targeted homes – all while ensuring a quality service and consistent brand experience.
The outsourcer is also proactively capturing data for the care home group so it is able to gain a deep understanding of each customer and their unique needs, enabling service and engagement to be tailored and personalised.
Chris Rudolph, digital planning and analytics manager at Caring Homes Group said: “When prospective customers are choosing a care home for themselves or a family member, it can be a tricky and emotional journey. We recognise that being there to help every step of the way is crucial, and that first impressions really count, so it was essential that we appointed a specialist that could not only help us achieve our commercial goals, but also provide the best possible customer experience.”
Karen Banfield, contact centre director at Echo Managed Services, added: “Caring Homes is focused on delivering great customer service, and as a customer service specialist where we can really support them is in effectively handling new enquiry calls. Saying this, working in the care home sector requires a great deal of sensitivity and empathy, so it’s important that any customer contact partner provides the right mix of commercial awareness and brand understanding.”