Find Spark Response at The Dementia Care and Nursing Home Exhibition on 26th-27th March!
Spark Response is one of the UK’s most respected contact centre service providers. Specialising in multi-channel inbound customer service and contact handling, we boast industry leading client and employee tenure. Although our roots have been in ecommerce since 2001, our customer care experience covers a vast range of sectors including charities, health & wellbeing and most recently the care sector. The empathy and warmth of our award-winning customer service agents lends itself perfectly to dealing with sometimes difficult conversations with relatives and loved ones. Spark Response currently work with three care-sector clients; Barchester Healthcare, Elder and Maria Mallaband Care Group (MMCG). Spark will be exhibiting at the Dementia Care and Nursing Home Exhibition at the NEC (Birmingham) from the 26th – 27th March 2019. You can find us at Stand D862!
Why Do Spark Specialise in Care Sector Customer Service?
Studies conducted by YoTelecom in 2018 highlighted that the average single care-home misses 2,555 calls per-year, so for a care home group, this can equate to a significant amount of calls lost. Therefore, there is significant potential that new care enquiries will be missed. In addition, calls from family members wishing to speak to their loved ones are often missed, which can create anxiety and frustration for loved ones, impacting the homes reputation. We know that the carers within each home are extremely busy and their residents are their primary focus. Receptionists or duty managers are not always readily available due to the day to day necessities which can result in a high call abandon rate. Spark Response ensure that calls are answered, screened and managed accordingly. All new enquiries are handled with care and understanding by a dedicated team, delivering a consistent service ensuring all relevant information and care requirements are captured and input directly into our clients’ CRM systems. Callers are then warm transferred to the home. Meanwhile we also filter calls that do not require a transfer freeing up valuable staff time at each home. Screening calls and re-directing calls to alternative sources has enabled our clients to best utilise their resource.
How Care Sector Clients Can Benefit From Reporting
Dedicated teams within Spark specialise in delivering a consistent service to callers where unlike a care home, they have no other distractions and it’s their primary focus to deal with your callers meaning that a high level of service is always maintained whilst ensuring all enquiries are captured and documented. Our superior system driven reporting function has been a revelation to our clients, and for the first time ever, our clients are able to have a complete understanding and visibility of their telephony traffic by reason and by home. Bespoke reporting provides our clients with critical information that delivers insights to improve the customer journey and the confidence to make critical business enhancements, as the high-level data illustrates what marketing channels are effective and the distribution of calls by reason between homes. We are also able to offer clients data explaining volume and percentage of calls from; residents’ loved ones, health care professionals, suppliers and new care enquiries. Granular detail is provided to understand any existing pinch points and potentially identifies homes that may require additional support by providing detailed historical data illustrating call reasons in hourly intervals. We provide dynamic reports that enable our clients to self-serve, with each stakeholder having the ability to filter reports by home, call reason, region, division or director to identify “busy hours” in terms of understanding how new care enquiries can be better resourced or resident calls can be can be answered more quickly. Our approach is to collaborate with our clients to scope their requirements and achieve their objectives. Whilst new clients will benefit from best practice and reporting templates formed from our knowledge and experience within the care sector, we always provide a fully bespoke service as standard to not only meet but exceed their expectations.
What Our Clients Say
“We have been thrilled with the service that Spark Response have provided us with over the past year. The team at Spark work as an extension of Elder employees by managing all inbound new-care enquiry calls, live-chat and also making outbound calls to people who have registered their interest online. Not only do Spark convert over 95% of calls to appointments with our sales team, but also provide fantastic customer service whilst doing so” – Mitchell Greenham, National Sales Manager, Elder “Spark Response always provide the highest level of customer service and ensure that relevant data from our new care enquiries is captured within our CRM before warm transferring customers to our homes. Spark have worked with us closely to scope our requirements and achieve our objectives. They are always responsive to our feedback to continually provide a high standard of service delivery.” – Ellen Thompson, Group Sales and Marketing Director, MMCG “Working with Spark Response helps us to ensure that we never miss new care enquiries and that calls are filtered to free up valuable staff time. Since Barchester began working with Spark Response in 2016, the Spark team have provided bespoke reporting to suit our business needs that has given us complete visibility of our telephony traffic by reason and by home.” – Sarah Lander-Scott, Customer Experience Manager, Barchester
Find Out More
If you would like to find out how Spark can help your care sector business, you can email us at sales@sparkresponse.com or call 0191 495 9999. We will also be exhibiting at the Dementia Care and Nursing Home Exhibition at the NEC (Birmingham) from the 26th – 27th March 2019. You can find us at Stand D862!
