How HVAC Answering Service Can Grow Your Business - Ambs Call Center - ContactCenterWorld.com Blog
A missed call means missed revenue. If you're in the HVAC industry you already know the demands of a 24/7 service company. Being available for new and current customers is job number one.
That's where a HVAC answering service can be a real game changer for you.
First One Who Answers Wins
Like it or not, when people call you and get voice mail they are moving on to call the next business. People can be a finicky bunch. Especially when they have no air conditioning and their living room is the temperature of the sun. That’s why it’s critical to make sure a live person answers every single time. This is where a HVAC answering service will make you money.
How HVAC Answering Service Works
When you hire an answering service, you are getting staff on demand. Meaning, whenever you choose to send calls to the to them, they will be available 24/7. This is typically done using call forwarding from the phone company. Some newer phone systems and VOIP providers have the ability to route calls based on a schedule.
When someone calls they are greeted by a friendly virtual receptionist answering in your company’s name. The calls are then handled according your specific instructions. Messages are then sent or dispatched to you in the most convenient manner possible.
The answering service can back your staff up during office hours. Consider using overflow if you experience these problems:
- Phones ringing off the hook
- Complaints of long hold times
- People are getting busy signals
You can send overflow calls to the call center after a certain number of rings, if all lines are in use (takes care of the busy signals) or in some cases if a call is on hold too long.
After Hours HVAC Answering Service
You may have specific types of calls that are each handled differently after-hours. Customized procedures are followed to insure that everything goes according to plan.
Chances are you have a rotating on-call technician. Select an answering service that offers web on-call. You'll be glad that you did. It allows you to make real time on-call changes right from your smartphone or computer.
The answering service sort calls and will handle them according to your instructions based the type of call that is received. For example someone without air conditioning would get dispatched to the on-call. While a call about a preventative maintenance appointment can wait until the office opens.
If you have service contracts, many call centers offer the ability to do a database lookup to verify eligibility for service. You can update the database through a client web portal. This allows you to provide a higher level of service to VIP customers.
Appointment Reminder Calls
If your staff runs out of time making appointment reminder calls, consider looking into a reminder service. Many answering services offer this as an add-on service.
This service will call the list of customers (with your caller ID) and remind them of the appointment. If they need to reschedule, they can press 1 to connect with the office or answering service to reschedule.
How Much Will It Cost?
Using a HVAC answering service makes sense for many reasons. Instead of hiring someone to carry a phone at night or staffing 24/7, you can hire a reputable service for a fraction of the cost of hiring in house.
Expect to pay around $1 per minute and take time to learn what is included in the plan and what is an add-on. Chances are that you’ll find using an answering service will pay for itself over and over again.
Publish Date: June 2, 2016 5:00 AM
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