How Call Centres Can Support the HVAC Industry in Ontario

When you think about what it takes to run a successful HVAC business in Ontario, the first thing that comes to mind probably isn’t a call centre. However, call centres can have more of an impact on your HVAC company’s success than you realize. Here’s how call centres can support the HVAC industry in Ontario and beyond.

Increased Customer Confidence

Your customers need to be able to reach you when they have a problem, and with HVAC problems, timing is critical. HVAC emergencies don’t always happen during your business hours, so what do you do if there’s no one there to take your customer’s emergency call?

Using a call centre allows you to provide round the clock customer service to all of your customers. This will help develop your customer confidence because they’ll know that no matter what time–day or night–they have a problem, you’ll be available to take their call.

Better Support for Technicians

Using a call centre won’t just help your customers feel more secure, it’ll also help your technicians, too. When calls go through the call centre, they can be prioritized and classified depending on the type of call. Urgent requests can be assigned to technicians as they arrive while routine maintenance appointments can be scheduled later.

By having a dedicated team of call centre reps prioritize and assign the calls to your technicians, you won’t have to worry about customers being forgotten or technicians being double-booked for jobs. Your technicians won’t have to try and schedule or prioritize work, either, which takes some of the work out of their hands.

Offer More Services for Less Effort

You’re in the HVAC business to help with heating and air problems, not answer telephones. Even if you try to handle every call in-house, there are likely to be some that you just can’t help, unless you happen to be bilingual. Call centres offer services such as bilingual representatives, assistance for hearing impaired callers, and after-hours customer service. None of these involve any extra work for you, but the benefits to you and your business are numerous.

Visit Answer 365 today to find out more about how a call centre can help your HVAC business better serve your customers.