The dog days of summer will soon be upon us and the demand for HVAC services is already rising. In fact, 80% of HVAC providers acknowledge that their technicians will need to work overtime to meet the increased need for summertime services. As the owner or manager of an HVAC company, you might have considered enlisting the help of a call center to ensure that customer inquiries do not fall through the cracks. As you evaluate potential providers, it is helpful to seek call centers who offer the 7 services below to represent your business.
1) Ask for Call Center Hours
"51 percent of consumers say a business needs to be available 24/7. According to this 2016 report, a business needs to be on at all times--and not just "on," but engaged."
- Nicolas Cole, Inc.com
A growing number of consumers are demanding around the clock responsiveness. It is no longer enough to simply have a "Contact Us" page on your website that provides customers with a way to leave an online inquiry and then wait to receive a response. Today's customers are seeking immediate access to live personnel who can answer general HVAC questions and schedule appointments.
Because HVAC emergencies can strike in the middle of the night or on the weekends, you should make sure that the call center you choose offers the opportunity for customers to engage with live representatives throughout the day and night, 365 days per year.