In a previous Friday Flash article we presented plans to test a live answer solution to maximize the number of connected calls generated as a result of the national advertising. The goal of the pilot is to measure "the lift" in the number of phone calls connected to a local franchisee office. We are pleased to announce this pilot program will go live the week of June 9.

How does it work?

The test pilot will be restricted to the phone calls made using the 1-800 number on ComfortKeepers.com. Callers will have the option of inputting the zip code where care is required, but if the caller does not input a zip code, inputs an incomplete zip code, or the zip code is not currently in the CallSource^® database, a live agent will pick up the call.

The agent will assist the caller and connect him or her to a local franchisee location. The agent will stay on the line until the call is connected and will introduce the caller by name to the person answering the phone at the franchise location, so the transfer will be as seamless and warm as possible.

Will the agent collect caller information?

The goal of the agent is to get incoming calls to a franchisee's office. To ensure a warm, friendly hand-off, the agent will collect the caller's first name along with relevant geographic information so the call may be connected appropriately.

How do I prepare my staff?

Your staff should know the following to help make the transition smooth:

• They may receive calls from agents who will first identify themselves and then will connect and introduce the caller by name.
• Your staff should not put the agent on hold or transfer the agent. Because the agent is strictly a dispatch person, your staff should treat the incoming call as any other incoming call and identify the purpose of the call and how your location can best serve the caller.

Again, the agent's sole purpose is to connect the caller with a franchisee's office so you may initiate the sales process and secure the in-home visit.

We will continue to provide updates on this exciting pilot program. If you have any questions, please contact Jack Warren, Chairman of the NBF Committee, at JackWarren@ComfortKeepers.com.

Want to know how Comfort Keepers^® is doing with call volume and digital traffic? Then check out the key performance indicator (KPI) data through April 2014 now posted on Members > Administration > National Brand Fund. If you are working on your marketing plan, you can also find the current media schedule through September of this year. 

If you have any questions about the National Brand Fund, feel free to contact Jack Warren, Chairman of the NBF Committee, at JackWarren@ComfortKeepers.com.

Congratulations to franchisee, Steven Ippolito who was just awarded $5,000 as part of the Build the Brand (BTB) Referral program! Steven referred Dan and Kathy Hlavaty who purchased two new territories in Wayne and Paramus, NJ.

The BTB Referral Program recognizes and rewards individuals who recommend and refer new candidates who become Comfort Keepers^® franchisees. The program is open to franchisees, employees of franchisees, and CKFI employees. This applies to new territories only.

Take this opportunity to refer someone whom you believe will be an excellent franchisee and will help build the Comfort Keepers' brand. If you successfully refer a candidate who becomes a Comfort Keepers franchisee, you will be awarded $5,000.00. Only one referral fee is paid per each new franchisee regardless of the number of franchises the new owner acquires.

Please contact Larry France, Franchise Development Manager, with any questions you have about the program at (888) 329-1368 or LarryFrance@ComfortKeepers.com. 

The list is out! CKFI has released the current contenders for the 2014 Quest for Excellence incentive trip as of March 2014. Click here to see if you have made the list. This year's Quest for Excellence will recognize 24 franchisees in three main categories: the Top Five Revenue Generators in the network; the Top 18 Revenue Range Performers, those franchises having the greatest percentage revenue growth year-over-year within six revenue categories (three attendees in EACH category); and the Rookie of the Year.

Want to know how to qualify? Download the updated Quest for Excellence criteria. If you are in the running, keep up the good work. It is early and there is lots of room for changes in the rankings this year!

The Home Care Pulse^® 2014 Private Duty Benchmarking Study is hot off the presses and full of the latest home care business and the home care industry benchmarks. The study provides data that covers many aspects of your daily operations:

• Hot legislative issues impacts and actions
• Caregiver training and education statistics
• Industry opportunities and strengths analysis

The study also offers a new Taking Action section on how to apply the study results to your home care business and presents the 2014 Best of Home Care Award winners.

Because Comfort Keepers^®' franchisees participated in the study, Home Care Pulse is offering $70 off the regular $299 price of the study through June 30.

Visit Home Care Pulse to get your copy and enter promo code PD14-CK to receive the discount.

Interactive Caregiving™ is a holistic way of delivering care that encompasses physical activity, mental stimulation, social engagement and emotional health that can genuinely change a person's life.

The Interactive Caregiving activity cards are useful, easy-to-carry-around guides packed with ideas caregivers can use to communicate with and engage their clients. Use these to train caregivers on interactions they can try on shopping trips, phone calls, recreational activities, and more. For more information and to order, look for the activity cards on Members > CK Brand > Programs > Interactive Caregiving.