Caring Homes improves enquiry handling and conversions with the help of Echo

We're delighted that Caring Homes – a leading provider of care homes for elderly people in the UK – is working with us, to enhance their customer journey and provide excellent service to potential new customers. This, in turn, is leading to enhanced conversion rates.

Our experienced advisors have been trained to deliver a consistent brand experience across Caring Homes’ entire estate of 62 homes; handle sensitive and potentially distressing enquiries with empathy and understanding; and engage potential customers to provide the correct information and advice for their unique circumstances from the initial point of contact.

Working in partnership over the past year, 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.

We are also proactively capturing data for Caring Homes 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.

We already has significant experience in the care industry, offering a variety of similar services to other clients operating within the sector.