Care Home Management

The Care Home Decision Makers’ Magazine

Insight & Analysis

Making first impressions count

By Karen Banfield, contact centre director at customer contact service, Echo Managed Services

Have you ever stopped to think about how effective you are at handling initial enquiries from prospective residents and their families?

In a challenging and competitive sector,  a poor first impression can lead to the loss of a potential resident –  so here are the ways to get it right.  

 Handling your own enquiries directly

Your own staff have the best possible understanding of your home and its facilities and they can be great brand ambassadors. Ensure staff on reception are given the time and resources to give that great first impression, as well as capture all the data that the sales and marketing team need.    

An in-house team or outsourced centralised bureau

Many residential care providers opt for a more centralised, transactional service across the care home group – delivered in-house or via an outsourced partner – which then transfers enquiries through to individual homes when necessary.  

Using a dedicated, outsourced customer service team

The most expensive option is a dedicated customer service team based within a contact centre specialist.  This team will be able to provide bespoke information and responses to customers based on the given service brief.  The service can also  include: pre-visit and post-visit appointment calls, contacting enquirers who didn’t book an appointment and following up on brochure dispatch. This can be a big help to care home groups in a challenging and competitive marketplace.     


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