Chosen by Barchester Healthcare to Manage Care Enquiry Line

Spark Response (now rebranded to Whistl as part of 2018 acquisition) has been appointed by one of the UK’s largest independent care providers as its contact centre operations grow. Our customer service team has been awarded a three-year contract which sees its contact centre provide a care home inquiry service to Barchester Healthcare.

Barchester operates over 200 care homes across the UK, and its 17,000 employees support more than 11,000 people with services ranging from dementia care to assisted living.

The appointment was to manage an inbound care enquiry line on behalf of all 200 care homes in order to ensure that individuals looking into care options for their loved ones get the help and answers they need as promptly as possible. Our health care contact centre will operate the enquiry lines 7 days per week, and provide a flexible team structure to give Barchester the highest level of agent availability and resilience. To ensure a smooth operation we will also manage the campaign via its industry-leading contact centre management software.

The appointment follows the news that the world’s leading commercial provider of weight management services; Weight Watchers, chose Spark Response (now rebranded to Whistl as part of 2018 acquisition) to manage multi-channel customer service support for the brand after re-shoring the service from Fiji in late 2016.

Whistl's Peter Slee comments, “We’re delighted to be appointed by Barchester Healthcare. I think this partnership is a true reflection of the great people we have in our contact centre. Every call that we receive could be from an individual who needs to place their loved ones into a care home. It’s clearly a very emotional time for those involved, and our team, on behalf of Barchester are the first people those individuals will speak to. I’m pleased that Barchester recognised that our people had the right amount of skill and experience to provide a very high level of service to those in need of care. Whilst we traditionally excel in the retail customer service market, this contract is also proof that we’re much more versatile in the type of customer interactions we can manage within our contact centre.”