Every year, 4.3 million people become unpaid carers. That’s 12,000 people a day. Often these people do not recognise themselves as being carers. 61% of carers are uncertain about what practical support they can access, with some not having access to the internet, smart mobile devices or social support. The solution’s aim was to reach these people.

The charity identified an innovative approach so carers without an internet connection could still access their support resources and services. With a plan in place, in-house scripts produced, and the flow of how they wanted to deliver the service developed, they then looked to partner with a company with the right experience in the industry to help make their plans a reality. That’s where we stepped in. We love the work Carers UK provides and wanted nothing more than to deliver a service that would heighten their already exceptional communication efforts.

Carers UK knew they wanted to deliver something different. Their plan was for an automated system to deliver on-demand audio via telephony, driven by keypress on a handset. They knew that as well as being accessible, it also needed to be free of charge to the end user, with carers facing enough financial pressures already. The last requirement was that it had to be modular, being able to grow and adapt as new audio resources were put online.

Focus Group proposed a completely bespoke and advanced Interactive Voice Response (IVR) audio solution attached to a freephone number. This would enable unpaid carers to contact Carers UK through a simple dialling system and find the right answers to their questions through an innovative information service tailored to their needs.

Our custom-designed IVR system allows carers to dial into the Carers UK service, select specific departments or topics, and navigate through audio recordings using DTMF keys on their dial pad. Key features included:

•  Scalability: The solution was designed to scale up significantly, expanding to accommodate a growing user base.

•  Customisation: Unique modules were created, ensuring the service could be tailored to meet diverse needs.

•  Accessibility: The service is offered through a freephone number, making it accessible to all carers without incurring charges.

•  Easy to use: Carers can navigate the menus seamlessly and replay audio at any point to ensure they’re getting all the information they need.

Carers UK provided scripts for the service, along with audio recordings and a map of how they envisaged each subject to ‘flow’ through the system. Our team and collaborators, Telecoms World, then worked with them to convert these audio recordings and information flow into system scripts using market-leading AI voice technology, turning the ideas into a reality, resulting in a fully functioning, easy-to-use bespoke platform.

Through the hard work of tech experts and a strong collaborative effort across ours and the Carers UK team, Focus Group created an intricate flow of communication, one that makes financial, practical and well-being support information readily and easily available from a single number, without the need for an internet connection.