An overview of Call Insights

Call Insights us ready for immediate activation through your Control Panel. Once activated it starts gathering important data on the types of calls you receive. Below is an overview of what is available with Call Insights and a walkthrough of the functionality.

Call Log

Under the Call Insights menu you'll see Call Log, Call Analysis and Allocated Tracking Numbers. Click on Call Log and you can quickly see that every care enquiry is logged, even if the call was missed. This importantly means no more missed leads, allowing for simple follow-up. Anyone can pick up the nature of the enquiry with full call details so they don't have to ask the care seeker to repeat information.

All carehome.co.uk enquiries appear here, with detailed information on the type of call (Call Status), which care provider received the call (if you're a Group), date of call, the caller's name and number, how long the call took and how long it took for the call to be answered.

Next to each logged call you will see a blue arrow. Click on this arrow to get more information about the call.

Call Analysis

Click on 'Call Analysis' on the left hand side of your Control Panel to open the Headline screen. This shows the total number of calls over your selected time period, broken down into:

• Care Enquiry Call
• Not a Care Placement Enquiry
• No Details Available (with further breakdowns provided)

Summary View

Click on the Summary button. This displays a percentage view and Trend of Call Volumes by Type. You have the option to view this data by day, week or month. It provides an opportunity to quickly see the composition of the calls you are receiving as well as calls that aren’t connecting. 

Care Placement Enquiries

Select the Care Placement Enquiries tab to the right of the Overview tab. This defaults to Enquiry Volumes and provides a breakdown of the type of enquirer; Agency, Hospital Discharge, Individual or Social Services. It allows you to see when you're generating enquiries and gives a clear understanding of the types of enquiries being received.

Key Questions Per Enquiry

This feature highlights areas for improving call handling and helps identify training opportunities across your team or group. Select the Key Questions Per Enquiry button and you'll get a breakdown of how well your calls are being handled, giving an indication of how many key questions are being asked during an average call. We believe there are five key questions that should be asked during a care enquiry call; 'Who is in need of care?', 'Type of care', 'How soon is care needed?', 'Stay length' and 'Funding type'.

Volumes + Key Questions

The next button, Volumes + Key Questions allows you to compare the two metrics side by side.

Care Placement Enquiries - Time Intelligence

The last button under Care Placement Enquiries is Time Intelligence. This is a really powerful set of data allowing you to see which days and at what time you receive enquiries. This data can help you plan when you need to make your team available to answer calls.

No Details Provided

Gain insight into where your calls are not connecting or are dropping off. This view provides clear data to help you optimise call answer rates and improve the effectiveness of your pre-recorded IVR messages. Click on the No Details Provided tab and you'll see data breaking down the reasons why no details are being missed.

No Details Provided - Time Intelligence

If you then click on the Time Intelligence button, you can see the days of the week and hours of the day when details are being missed. Again, this is a really powerful set of data, identifying times of the day and week when you could be missing care enquiries.

Call Insights for Care Home Groups

The final tab under Call Analysis is All Settings and is for Care Home Groups. This defaults to Call Summary by Setting and lists all the care homes in the group and how they rank with regard to handing calls. The data shows the total number of calls received during a selected time frame, how many were care enquiries, the number of calls that were not care related and the number where no details were given.

If you then click on the Enquiries By Setting button you will see all the care homes in the group and the total number of care enquiries they have received in a given time frame broken down into whether they came from an individual, social services, hospital discharge, agency or unknown.

The next button, Key Questions by Setting, is a very useful set of data which displays how each care setting is handling call enquiries. It displays how many of the five key questions are asked on average. These are; 'Who is in need of care', 'Type of care', 'How soon is care needed', 'Stay length' and 'Funding type'.

The No Details button displays all the care homes in the group and shows which ones are receiving 'no details' the most. This is really useful in identifying any care homes that may need additional support or resource when it comes to handling call enquiries.

The final section on the left hand side menu bar is Allocated Tracking Numbers. This allows you to see which unique telephone number appears on each of the care home profiles on carehome.co.uk and where the number is directed through to.