Call Insights

**Ready for immediate activation through your Control Panel

What is Call Insights? 

Call Insights is a brand new service, available to all care homes and care home groups that subscribe to carehome.co.uk. It’s an additional enhancement to our lead generation service and gives a powerful insight into telephone care enquiries. 

Call Insights provides the following benefits: 

Improved enquiry conversion – a better understanding of the type of care enquiries you receive and how best to handle them. 

In-depth overview of all telephone care enquiries – recordings and written summaries of all telephone care enquiries are automatically generated. 

Call Log Breakdown - Receive a comprehensive overview of all calls received, with detailed breakdowns and key call data

Confirmation of telephone care enquiries straight to your Inbox – the best way to ensure no enquiry is missed. 

Benchmark performance across all your care homes – use data to develop your enquiry handling process and identify areas for improvement. 

Ready to activate Call Insights?

Call Insights is automatically included for all Enhanced, Premium and Platinum subscribers and can be activated immediately at no extra cost. The only thing you need to do is switch on the service in your Control Panel. 

Call Insights FAQs:  

What is Call Insights on carehome.co.uk?  

Call Insights is a new addition to your carehome.co.uk subscription. Once Call Insights is activated, your number displayed on the ‘I’m looking for care’ under the ‘View Phone Number’ section of your profile page will be replaced with a call tracking number specific to you.   

When the tracking number is called, it connects the caller seamlessly to the existing number registered with carehome.co.uk, and the call will be recorded and transcribed.  

The carehome.co.uk team will then verify the call, and if it concerns a care placement, it will be converted into a ‘Verified Care Lead’ and you will receive a ‘Care Lead Via Phone’ email notification showing a breakdown of the information on the call.  

What are the benefits of activating Call Insights?   

All calls made via the ‘I’m looking for care’ section on your profile page will be verified by our team. They will convert any relevant calls into a ‘Verified Care Lead’ containing all the key information. You will receive an email notification of the ‘Verified Care Lead’ and it will link to the call recording. We also provide ‘Call Insights’ which look at the quality of your calls and how they benchmark against other Care homes in your group. You can use the data provided to develop your team members to gather more key information on calls. Our call recordings are available to download from your control panel for a period of 30 days.  

What do I need to do to setup the Call Insights on my profiles?

You can activate Call Insights by accessing your Control Panel and under the ‘Call Insights’ section there is an activate option. Once the required fields have been entered and the ‘Activate’ button is clicked, you will automatically be assigned a tracking number, and you’ll have access to the benefits of Call Insights.  

What additional information do I get with the Call Insights turned on?  

You will get a full breakdown of the calls received to your care home, including recordings of the calls, of which, you are able to download these calls* to use for training purposes. Also, you can access your Call Insights which uses data from your calls to view the call performance over time, what questions are being asked on your calls and for groups, how your settings rank against one another.  

*Please note if you choose to download any calls you should consider your data privacy requirements.  

How are the calls tracked on carehome.co.uk?  

The calls are tracked using a specific tracking number which is assigned to your care home. When a care seeker uses carehome.co.uk to search for a care home and uses the number shown on your carehome.co.uk profile this will track and record the call from the care seeker to your care home.  

What if I already use my own tracking numbers on carehome.co.uk?  

Once Call Insights is activated, your own call tracking number will work exactly as before. However, you will also benefit from all the lead detail & notification, analysis and benchmark functionality of Call Insights.  

What if my care home numbers change?  

If you change the care home number you have registered with carehome.co.uk, we will automatically pick up the change and forward on calls to the new number.  

How do you know they are Care Enquiries and what is the process for verifying them as care enquiries?  

When a call is made to your tracking number, the carehome.co.uk team will review the call and then verify the call based on the information provided. Key information from the call is subsequently populated on a ‘Care Lead Form’. Once verified, the care enquiry is sent to your email address(es) you have set up for enquiry notifications and made available in the enquiry API. The enquiry will be available in the ‘Verified Care Leads’ section on your control panel, and call recordings available in the ‘Call Log’ under the ‘Call Insights’ section.  

We categorise a call as a care enquiry if an individual or a healthcare professional, contacts your home on behalf of a connected person needing care or if an individual contacts regarding placing themselves or someone else into care.  

We do harness the use of AI which summarises the call and populates some data on the care lead form. (All information is checked by a member of our team before the enquiry is verified).  

What about other calls that come through and where does this information go?  

As part of the verification process, if a call comes through on your tracking number and it does not relate to a care enquiry, this goes through the verification process but will be categorised as ‘Job/Recruitment Enquiry’, ‘Supplier Enquiry’, ‘Phoning about a current resident’ or ‘Other’.   

This data is available on your ‘Call Log’ on your control panel but you will not receive an email notification in relation to non-care enquiries. Please note that if any of the above calls are made to a non-tracking number shown on your carehome.co.uk profile they will not be included in your call log.  

Who has access to the Care Leads in the Control Panel?  

carehome.co.uk user accounts linked to groups or individual care homes will have access to the Control Panel. This can be group access or individual care homes access. Anyone can have access to the Control Panel and the care leads log will be available at group or care home level depending on the access your login account has. Access to the Control Panel can be given through the Control Panel under Account > User. Here you can give colleagues access to the Control Panel; view who has access including their details and remove users as well. Alternatively, if you do not currently have control panel access, you can contact your dedicated account manager who will be able to get you setup with an account.

Who receives the enquiries?   

For Enhanced subscriptions any email addresses provided in the ‘default email address’ section will receive all enquiries, there is no option to channel care enquiries to a different email address. For Premium and Platinum subscriptions you can add additional email addresses for individuals to receive care enquiries, these are phone enquiries, email enquiries, brochure requests and tour requests made through our website. You can view and amend your email address on your Control Panel.

Can I listen to a recording of the call?   

We provide a link to the call recording on the email notification for all ‘Verified Care Leads’, alternatively you can review the recording of all calls on the Control Panel under the ‘Call Log’ section. Call recordings are available for 30 days  

Can these Care Leads be sent to my CRM?  

If you have a Platinum subscription, all calls that concern a care placement enquiry will be converted into a ‘Verified Care Lead’. These leads are included in the Enquiry API under a new category ‘Care Enquiry via Phone’. Please see our API help centre section (https://support.carehome.co.uk/docs/enquiry-api) for further information. If you wish to upgrade your subscription to Platinum for CRM integration, please contact your dedicated Account Manager.  

What measures has carehome.co.uk taken to ensure GDPR compliance?  

We have taken legal advice from data privacy specialists on the compliance aspects of the call insights service, including GDPR and other regulations.  

For GDPR the legal basis for this processing of personal data is our legitimate interests and in respect of any health data which comprises special category personal data, the legal basis for this processing is the explicit consent of the data subject.  

To comply with the Investigatory Powers Act 2016, and the Investigatory Powers (Investigation by Businesses etc. for Monitoring and Record-keeping Purposes) Regulations 2018, we are making all reasonable efforts to inform users that calls will be transcribed and tracked for monitoring and record-keeping purposes.     

We have completed a Data Privacy Impact Assessment (DPIA) to establish the appropriate policies and processes, including legal basis of processing, retention periods etc...   

We have signed a Data Protection Agreement (DPA) with our Third-Party Data Processor who will be providing the call tracking, recording and transcript service.   

We have set up on our website carehome.co.uk the appropriate wording on the profile pages to view the tracking number, the privacy policy and the terms and conditions.  

www.carehome.co.uk/terms/#privacy   

www.carehome.co.uk/terms/#website  

Once Call Insights is turned on, can I turn it off if I want to?  

To deactivate Call Insights please contact your account manager. To note, if your Enhanced/Premium/Platinum subscription is not renewed your Call Insights will be deactivated.