Most customers call businesses because they believe that is the quickest way to get an answer, but most customers won’t call a company again if they’ve missed their call. Simply put, businesses need to take calls, and if they don’t, customers will go elsewhere. This poses a couple of specific problems for HVAC companies: 1) having knowledgeable staff who are qualified to take calls on heating, ventilation and air conditioning matters and 2) maintaining efficiency to meet customer needs.
Service technicians are certainly qualified to take calls on HVAC matters, and they know an emergency from a non-emergency. However, most HVACs are not open around-the-clock, and emergencies tend to happen in the middle of the night or on weekends, but it’s not efficient or good for time management for a service technician to take calls.
Profits Depend on Efficiency
Customers want quality service, which means efficiency is of the utmost importance. Efficiency in any company means zeroing in on the task at-hand. Your service technicians can’t attend to service issues if they’re constantly on the phone. Even sporadic calls take their attention away from what makes your company efficient. A call can take up to 10 minutes, and it can take an additional 15 minutes for your technician to redirect to the task at hand.
Service Technician Efficiency
Customers’ impressions of your company depend on your service technicians. This means your service technicians are vital to proficient customer service and efficient field operational services. “It is the personal characteristics and capabilities of the field service workforce that determine the final experience (Aberdeen Group, Field Service 2013: Workforce Management Guide).” Your company’s success depends on your service technicians and whether they’re equipped to meet your customers’ needs.
Customers don’t want to talk to offshore personnel who are clueless about how to resolve their issues. Companies need someone who can take calls after hours for lead collection, to provide a service that can integrate with their company’s brand and complete order processing and appointment scheduling. Most importantly, answering services need to be able to distinguish between an emergency and non-emergency situation to properly dispatch personnel according to the customer’s individual needs.
The Right Solution
Customers also need someone who can do more than just “take a call”. It’s not feasible to keep in-house personnel to take calls on a 24-hour basis, which means the service they choose needs to provide information in a seamless manner and won’t give the impression of a third-party answering service. Heating, ventilation and air conditioning companies need an answering service that knows the immediate and non-emergency issues to properly dispatch personnel, and they need to know industry standards to provide a seamless method of taking calls.