Empathetic CX and smart lead qualification transform McCarthy Stone sales
For McCarthy Stone, Ventrica delivers empathetic, high-impact CX - combining smart lead qualification and specialist training to support life-changing decisions.
Case studies
Ventrica has worked with McCarthy Stone since 2015 to create a seamless sales experience for customers across new build properties, resale properties, diverse tenure options and multiple product types.
Our team conduct emotionally intelligent conversations that feel authentic and personalised to the customer’s specific needs, preferred properties, tenure options and product types.
We deliver high-quality leads through strategic questioning and comprehensive BANT qualification, and enhance the customer contact strategy for internal departments to improve efficiency, increase responsiveness, and deliver better first-contact resolution.
Our brand ambassadors deliver exceptional customer service whilst navigating two separate CRM systems, our Twilio telephony platform, a client booking system and intranet. Backed by comprehensive product knowledge, they utilise a context-driven workflow with embedded resources that quickly identify contact types, streamline transfers, and provide immediate access to relevant information.
By implementing strategic qualification questions at first point of contact, we generate detailed leads that inform and enhance future sales conversations with consultants. This approach enables us to provide recommendations precisely tailored to each customer’s unique circumstances:
Establishing needs: Through qualification questions covering location preferences, motivations, budget parameters, timeframes, financial circumstances, and required support services
Qualifying leads: Applying a weighted matrix to determine next steps – whether to nurture the lead or arrange immediate handover
Lead nurturing: Maintaining appropriate contact, potentially including family members, and only facilitating handover when our “lead heat” and “customer sentiment” metrics indicate readiness (this emotional customer experience element is paramount – conversations last as long as necessary to establish trust)
We ensure every customer concludes interactions with confidence and a positive first impression. Our team seamlessly discusses various product types, tenure options and support services, establishing Ventrica as a comprehensive information resource.
This is by far a superior service than we have ever been able to deliver before….Hallelujah, I think we’ve cracked it.
Karley Frost, Marketing Manager, McCarthy Stone
We recognise that transitioning to retirement accommodation represents a significant life decision, often made during periods of vulnerability. We prioritise conducting conversations at the customer’s pace, ensuring appropriate tone and demonstrating genuine empathy throughout, building trust and creating a supportive environment.
Our brand ambassadors participate in regular training sessions specifically designed to identify and effectively support vulnerable customers and those exhibiting signs of dementia. This specialised training equips our team with the skills to recognise subtle indicators of vulnerability and adapt their approach accordingly. We also maintain robust support systems for our advisors who handle emotionally challenging calls, including debriefing sessions, peer support networks, and access to wellbeing resources. This dual focus on customer vulnerability and advisor welfare ensures we deliver sensitive, appropriate service whilst maintaining the emotional resilience of our team.
With the implementation of customer triage for property management enquiries and external business queries, our team gathers essential information and ensures prompt escalation to appropriate departments. This first-contact escalation process minimises repeat customer calls, enabling us to deliver more consistent and reliable service.
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