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The McCarthy & Stone Team at Ventrica

First impressions are a massive influence on how a relationship develops and whether a prospective buyer becomes a customer

Southend, UK, 14th October 2015 – Southend-based customer care support and contact business, Ventrica has secured an exclusive partnership with the UK’s leading retirement housebuilder, McCarthy and Stone

The award-winning company, which was founded in 2010 by Managing Director, Dino Forte and employs a team of over 200 local employees, has landed a deal with the developer to provide specialist customer service support across its UK-wide sites and operations.

The partnership will extend the number of local jobs, creating up to 12 new permanent customer service operations roles for local people in its Southend head office, and will support the business’s founding principles to provide a viable, sustainable alternative for retirees.

Managing Director and Founder of Ventrica, Dino Forte commented, “We are absolutely delighted and honoured to be working with such a fantastic and well-respected name as McCarthy and Stone. First impressions are a massive influence on how a relationship develops and whether a prospective buyer becomes a customer. Buying a retirement apartment is a big decision, so it is essential that the whole experience feels right.

“By acting as a first point of contact for all nationwide enquiries, our experience of multi-channel customer service, together with our existing property knowledge, will enable us to introduce a wider choice of contact for McCarthy and Stone’s clientele including social media and web-chat. In turn this will help to maintain the company’s already high levels of customer satisfaction add significant value to the overall customer journey and ultimately increase property sales.”

With a commitment to invest £2 billion during the next four years in land and build, McCarthy and Stone plans to deliver 12,000 new homes across more than 300 locations, presenting significant growth opportunities for businesses across the supply and support chains, including Ventrica.

As an outsourced contact centre offering intelligent solutions, Ventrica will provide dedicated, bespoke customer service and sales enquiries support for all first stage enquiries nationwide for McCarthy and Stone, through a multichannel customer experience encompassing calls, email management, web chat, SMS and social media in one integrated solution.

As part of the partnership, Ventrica has invested heavily in both technology and training, with a full interactive training suite and dedicated quality assurance team on-site to ensure that the customer support team integrates fully with McCarthy and Stone’s personalised approach to customer and sales support.

Elaine Stratford, Sales and Marketing Director at McCarthy and Stone, said: “The world we live in and the ways in which we communicate are changing every day, yet the solid principles of clear, personalised and supportive customer engagement still remains. McCarthy and Stone’s winning formula comes from our dedication not only into investing in quality design and building delivery, but careful attention and consideration to providing the very best service and support.

As part of our ongoing commitment to providing excellent service, we have partnered with Ventrica’s specialist services to ensure that our valued customers can contact us through whichever means come most naturally to them, whether that’s over the phone, or online. By investing in state-of-the-art customer service support, we will continue to deliver stunning developments and first class service that our older generations truly deserve.”

As well as its investment in customer service, McCarthy and Stone is also building its new Centenary Place retirement development on Southchurch Boulevard in Southend which will deliver 30 stylish one and two bedroom apartments aimed exclusively at the over 60s. The first homes are expected to be ready to move into at the end of the year. For more information call 0800 298 7040 or visit: www.mccarthyandstone.co.uk

Ventrica has significant experience in customer management across an array of industries, including Property, Fashion, Retail, Insurance, Finance, Health, Transport, Construction and Publishing, whilst the Ventrica multilingual team provides communication in a host of different languages including French, Italian, Spanish, German, Dutch and Portuguese. The business recently scooped a ‘Silver’ award at the European Contact Centre & Customer Service Awards 2015 for ‘Best Outsourcing Partnership’ with 24/7, on-line estate agent, Purplebricks.com

ENDS

Notes to editors:

McCarthy & Stone is the UK’s leading retirement housebuilder, with the largest share of the owner-occupied market, with 70% market share*. The Group buys land and then builds, sells and manages high-quality retirement developments. The Group has sold c. 50,000 homes across more than 1,000 developments since 1977and currently has around 160 developments under construction or for sale in the UK. In 2014, its development at Kirkby Lonsdale, Queen Elizabeth Court, won ‘Best Retirement Development UK’ at the UK Property Awards.

McCarthy & Stone’s Retirement Living and Assisted Living developments offer one and two bedroom apartments across the country in a wide variety of locations, from city centres to rural villages and coastal locations. Retirement Living developments offer the independence of retaining home ownership while living in an apartment specifically for the over-60s, as well as greater peace of mind and companionship. Assisted Living developments for the over-70s offer all of this, plus a helping hand through flexible care and support packages that make life that little bit easier.

In early 2015, McCarthy & Stone launched its Ortus Homes offering. Exclusively for over-55s, these bespoke properties are intelligently designed for downsizing to enhance a homeowner’s leisure years.

McCarthy & Stone’s commitment to quality and customer service continues to be recognised by homeowners. For the tenth year running, the Company has been awarded five stars for customer satisfaction in an independent survey conducted by the Home Builders Federation (HBF).

For further information, visit www.mccarthyandstone.co.uk

*Based on registrations of properties specifically designed for the elderly with the NHBC in calendar year 2014.


Ventrica is a state-of-the art, outsourced contact centre business that delivers multi-channel customer service and telemarketing campaigns for blue chip brands. Continual investment in globally leading technology allows Ventrica to provide a truly multichannel customer experience that encompasses calls, email management, web chat, and social media into one integrated and unified solution.

The company is headquartered in Southend where it operates from spacious, hi-tech and modern offices, placing significant emphasis on the comfort and well-being of its staff. Ventrica shares the same passion about its customers’ business as it does for its own and continually strives for quality and consistency of service delivery.

Ventrica has significant experience in eCommerce customer management across an array of industries, including Fashion, Retail, Insurance, Finance, Health, Transport, Construction and Publishing. The Ventrica multilingual team provides communication in a host of different languages including French, Italian, Spanish, German, Dutch and Portuguese.

Press contacts:
McCarthy&Stone: Sasha Shackell-York at McCann PR on 0121 713 3672 or email sasha.shackell-york@mccann.com

Ventrica: Jane Moores/Sally Minchin, TTA Communications Ltd,
Tel : 01225 580214 email: jane.moores@ttacomms.co.uk / sally.minchin@ttacomms.co.uk
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