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Echo helps Barchester Healthcare to streamline new customer journey

From the Knowledge Centre

One of the UK's largest residential care providers Barchester Healthcare is working with the team at Echo in a major new customer drive...

Barchester Healthcare has appointed and is working with the team here at Echo with the aim of providing a more consistent level of service to prospective customers and their families, with Echo providing a centralised service to handle new customer enquiries for the 200 strong care home estate.

Previously Echo provided successful out-of-hours support to selected care homes within the group and handled the response to a regional door drop campaign. Now our team of specially trained advisors are the first port of call for all new customers.

Our advisors are trained to provide empathetic, personal and sound support to Barchester's potential customers on issues including respite care and occupancy, and to ensure communication remains consistent with Barchester's brand and values.

The initiative will provide better quality leads, improved conversions and deeper marketing insight for Barchester as well as enabling care home staff - who were sometimes required to handle enquiries - to focus fully on delivering expert care to residents and their families.

"Customer service is a key priority for us, and we know it can be frustrating for customers when it is inconsistent. Through collaborating with Echo, we've seen marked improvements in the number of new customer enquiries handled correctly first time, as well as enhancements in the accuracy of customer information capture."

Lawrence Bate, director of sales and marketing, Barchester Healthcare

"We recognise that customer service is a key differentiator in the residential sector and that effective customer service in this market requires expert support and empathy, as customers and their families are facing emotionally and financially difficult decisions. By entrusting new customer contact to us, Barchester is ensuring its messaging remains consistent and its customers are given a unified experience."

Karen Banfield, contact centre director, Echo Managed Services

Looking to improve your customer engagement and service levels? Find out how Echo can help through our award winning contact centre services

Find out what your customers really want when it comes to customer service by reading our latest consumer research report

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