Pre-Qual INSITE
FIRST CALL MYSTERY SHOPPING
Your strategic partner in enhancing customer service and driving growth.
The Journey to Aged Care
Navigate through our illustrative map to understand your clients’ journey, and discover how our training empowers aged care facility providers, ensuring personalised and dignified care for seniors.
PHASE 1
Awareness
Upon learning of a loved one’s care needs following an incident like carer stress, leave, or accidents, customers initiate research for available options. Transitioning from confusion to readiness, they seek accessible, clear details to consider assisted living/care homes, bridging the gap with supportive resources for their resident’s well-being.
PHASE 2
Engagement
The customer makes contact with providers or consultants enquiring about aged care placement. They are researching to develop an understanding of options and services available and requesting information from providers to move from confusion to clarity.
PHASE 3
Evaluation
Booking tours with care homes, customers assess suitability, often leading the process while evaluating providers and services. Tours, whether with or without the potential resident, empower informed decision-making, transforming frustration into the ability to progress confidently.
PHASE 4
Decision
Deciding on the optimal solution for the resident involves assessing needs, environment, lifestyle, services, and location. The chosen home aligns with care requirements, offering a suitable living environment, activities, services, and payment clarity. This shift from uncertainty to contentment or preparedness signifies a successful choice.
PHASE 5
Outcome
The customer/resident and provider formalise a legal contract as the resident moves into the home. With signed agreement and financial arrangements complete, a settled, well-cared-for resident transitions from doubt or hesitation to contentment and relief.
HOW WE DO IT
Key features of
Pre-Qual INSITE
Establishing baselines and scoring homes
Our meticulous approach involves the establishment of a baseline for your residential homes. Through a pre-qualification scenario, we diligently evaluate and score each home, offering a clear understanding of their strengths and areas of improvement.
Identifying gaps in customer service
We are committed to driving impactful change. Through our Lead Assessment service, we identify the top three gaps in customer service, providing you with a clear roadmap for improvement and enhancement.
Tailored scenarios for in-depth exploration
Pre-Qual INSITE works closely with you to design scenarios that are specifically aligned with your goals and objectives. These scenarios empower our skilled consultants to gather comprehensive information, ensuring that the assessment goes beyond the surface and captures key insights.
Ongoing monitoring and improvement
Our commitment extends beyond the initial assessment. As part of our larger program, we conduct monthly phone calls over a 12-month period. This sustained engagement allows us to establish trends, track progress, and ensure that the identified gaps are addressed effectively.
Securing tour bookings
One of our primary focuses is to enhance the customer experience. We understand the significance of securing tour bookings, and our scenarios are strategically crafted to not only gather information but also to initiate meaningful engagement that encourages tour bookings.
