CarelineUK, the tried and trusted’ emergency call response service, has been accredited to the Monitoring Module of the 2009 Telecare Code of Practice.
This achievement is the result of CarelineUK’s sector leading customer service. A rigorous recruitment process and continuous training programme has resulted in excellent end-user feedback. Independent research conducted in 2010 found 97% of customers stated that their experience of CarelineUK either lived up to or exceeded expectations.
CarelineUK’s staff retention is also at an all time high, with retention rates over four times higher than they were three years ago.
The 2009 Code is the result of the widest stakeholder consultation exercise ever undertaken by the Telecare Services Association (TSA). Government bodies across the UK teamed up with TSA members to ensure telecare service providers ensure quality standards for service delivery to the 1.7 million people benefiting from telecare in the UK.
CarelineUK is the largest telecare response centre with over 121,000 connections and calls received during 2010 reached over 1.5m.
Carl Atkey, Head of CarelineUK, says: “As an employer we recognise effective training and development is essential for employees to deliver excellent customer service. We achieve this through performance development reviews, six-month training inductions and ongoing training programmes which can include external NVQs and diplomas. Our investment in training saw the company achieve Investors in People status in 2008, so we are thrilled to now receive the TSA 2009 Telecare Code of Practice.”
This achievement is the result of CarelineUK’s sector leading customer service. A rigorous recruitment process and continuous training programme has resulted in excellent end-user feedback. Independent research conducted in 2010 found 97% of customers stated that their experience of CarelineUK either lived up to or exceeded expectations.
CarelineUK’s staff retention is also at an all time high, with retention rates over four times higher than they were three years ago.
The 2009 Code is the result of the widest stakeholder consultation exercise ever undertaken by the Telecare Services Association (TSA). Government bodies across the UK teamed up with TSA members to ensure telecare service providers ensure quality standards for service delivery to the 1.7 million people benefiting from telecare in the UK.
CarelineUK is the largest telecare response centre with over 121,000 connections and calls received during 2010 reached over 1.5m.
Carl Atkey, Head of CarelineUK, says: “As an employer we recognise effective training and development is essential for employees to deliver excellent customer service. We achieve this through performance development reviews, six-month training inductions and ongoing training programmes which can include external NVQs and diplomas. Our investment in training saw the company achieve Investors in People status in 2008, so we are thrilled to now receive the TSA 2009 Telecare Code of Practice.”
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