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4 Tips for Setting up a HVAC Answering Service - Ambs Call Center - ContactCenterWorld.com Blog

4 Tips for Setting up a HVAC Answering Service

As a HVAC contractor, using a telephone answering service is a great option for you to consider. Having a live person (actually an entire team) to answer your phones when you need them 24/7 is never a bad thing. It's the ultimate in customer service and gives you a leg up on the competition.   

Common service that HVAC Answering Services provide:

  • Sales leads capture
  • Service call dispatching
  • Appointment scheduling

For the best experience, follow these 4 tips when setting up HVAC answering service.  

1. Look for an Answering Service That Has a Proven Process

Using a call center that has experience with working with other HVAC companies is your best bet. The best telephone answering services will be able to share their documented proven process.

It explains the set-up process, what happens when service begins and what to expect day to day.   You should also be able to get their advice on what best practices others in your industry are using. 

2. Make Sure Your Instructions Are Clear

It might be tempting use the telephone answering service right away. Especially if you’re shorthanded. Fight the urge to do this! You’ll be glad that you did. Make sure your expectations are clear for each type of call you expect to receive. This will help the call center provide the best level of customer service to your callers.

This is where using a call center that provides HVAC answering services pays dividends. Most will have a template that can be used and then adjusted to your specific needs and instruction. This can make set-up a breeze while ensuring that you’ll receive excellent customer service.

3. Put Yourself in the Customer’s Shoes

Always think about the caller's experience. The telephone answering service becomes an extension of your business. There are many ways to wow your customers with a HVAC answering service. From how the phone is answered, to already knowing the caller’s name because the caller ID brought up their name on the screen.

Here are some ways the right answering service can provide a personal touch:

  • Have the phone answered in your company’s name the same way they are familiar with during hours.
  • Make sure the telephone answering service can automatically look up customer information by caller ID match or by name. The caller feels appreciated that you know who they are and are more likely to stay loyal to your business.
  • Gather just the information that you need to handle the call. Many customers, especially those without heat or air, are frustrated when asked too many questions. A good example of this would be asking for an email address or billing address. 
  • If a first time caller, ask the person “how did you hear about us?”. If they were referred by another customer send the customers a thank you for referring business your way.
  • Offering a reassuring ending to the call. Making sure the customer understands what will happen next puts them at ease. Example: “Mr. Smith, I will be dispatching our maintenance technician Tom who will be in touch with you in the next few minutes. Thank you for using ACME Air.”

4. Make Sure Your Team Is up to Speed

The answering service and your staff need to be in sync. Make sure that your front office staff and technicians know how work with the service that you select. They should know how to update on-call schedules and how to check-in to clear service calls. Most services offer online options for both of these.

Pro Tip: Create a contact for the HVAC Answering Service that has their check-in line. Text it to your service technicians so they will know who is calling or can easily reach the service if needed.

Source: http://blog.ambscallcenter.com/4-tips-for-setting-up-hvac-answering-service

Publish Date: September 29, 2016 5:00 AM


2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



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