Focus Group & Carers UK - Transforming support for unpaid carers
Over the past 18 months, Focus Group have worked with Telecoms World to develop a custom-designed IVR and ground-breaking phone service for Carers UK, to support millions of unpaid carers across the country.
As a charity dedicated to improving the lives of hardworking and passionate carers throughout the country, Carers UK offers invaluable information and advice, helping carers connect with the support they need whilst navigating their unique experiences.
Currently, there are 5.7 million people in the UK providing unpaid care, with 4.3 million more becoming unpaid carers each year. Many of these individuals lack access to practical support and internet resources, making it difficult for them to find the help they need. Which is exactly why Carers UK turned to Focus Group...
Focus Group proposed a bespoke and advanced Interactive Voice Response (IVR) audio solution which allowed carers to easily contact Carers UK through a freephone number and access a wealth of information using simple dial pad inputs, without the need to be online.
Using cutting-edge AI voice technology, Focus Group developed various IVR scripts covering a range of topics that could help answer carer's queries - from financial and practical information to well-being support, all readily available from a single number.
The flow of communication between Carers UK and its callers is now at its best, with carers having a designated, easily accessible line on hand, providing all of the information they need to support them through continued care.
The custom IVR solution has been transformative for Carers UK. Unpaid carers across the UK can now quickly and easily access vital information by calling the freephone number, ensuring they receive relevant and timely support. Furthermore, the system's flexibility allows for ongoing adjustments, further enhancing the services available to carers as we look to the future.
This solution targets a critical segment of the carer population. By taking a user-centric approach and leveraging advanced technology, Carers UK now offers a scalable, customisable, and highly accessible service - one which prioritises the needs of carers.
Geoff Taylor, Senior Technical Support Officer said: “Working with Focus Group on this project has been an experience in itself. The attention to detail and genuine care to get this service up and running to help those in need is truly amazing. Thank you, Focus Group.”
Our work with Carers UK has not only enhanced communication and support for carers, but also showcased the potential of innovative solutions to address complex challenges in the social care sector.
To dive deeper into this transformative project, you can read our Carers UK customer story right here. And, to find out how you can support Carers UK, visit Carers UK or call their freephone number today on 0808 808 7777.
Published 14th August 2024
