HVAC Answering Service
Updated April 28, 2017
Centratel is, statistically, the highest quality answering service in the United States. Our most recent Customer Reported Error Rate (January through March, 2018) was one customer-reported error for every 12,297 message transactions processed.
For your HVAC business, after-hours calls must be handled efficiently, immediately and with great care. Your telephone answering service can’t make mistakes or alienate your customers.
(Note: This web site is different from other answering service sites. Our prime objective is to provide you information, not to simply “sell” you. Of course we want to provide you service, but our first aim is to inform. Within this site you will find nearly 200,000 words of answering service-related content accessible via a search feature. The information is constantly updated and is as objective as it can be, considering we are a for-profit entity. For information about the answering service industry itself, go here.)
Our HVAC answering service call processing protocols have been built on over 30 years of emergency dispatch for heating, ventilation and air conditioning businesses. First, every single one of your incoming calls must be handled as if the Telephone Service Representative (TSR) is employed by you, offering the same degree of professionalism and empathy to your caller. Second, but certainly as important as how we talk to your callers, messages must be delivered precisely as described in the 1-2-3 step relay method that has been custom designed for your company. Of course the essential element in the HVAC answering service relay, and the place many answering services fail, is in delivering the urgent message immediately and efficiently. Defining what is NOT an emergency is critical too, in order to spare your on-call people from issues that can be handled by your office staff during regular office hours.
Have you come to this website because your current HVAC telephone answering service is not performing? You are not alone. Over 95% of our new customers come from answering services that were not performing to expectations. Again, Note: Our most recent Customer Reported Error Rate (January through March, 2018) was one customer-reported error for every 12,297 message transactions processed. For a comprehensive over-view of how Centratel is able to maintain quality at this level, see company President Sam Carpenter’s letter, “Why Centratel“.
See testimonials from our current clients.
We handle 200+ HVAC companies nationwide. Note that many of our smaller heating and refrigeration accounts use us to process all incoming calls during office hours, as well as handle after-hours emergencies. These companies don’t have a receptionist, thus saving the cost of one full-time administrative person. Our larger companies use Centratel for after-hours call processing, and sometimes for excess call traffic.
The new HVAC client is carefully interviewed by Centratel’s New Account Specialist in order to determine what exactly constitutes an emergency and how to relay the information to on-call personnel. HVAC telephone answering service is a primary business specialty for Centratel. We handle clients throughout the United States, 100% toll free.
At Centratel, our people make the difference. Applicants for the TSR position undergo an intensive interviewing/aptitude testing process. We have a zero-tolerance policy regarding substance abuse: Drug testing is part of the interview process; Random screenings are given to all Centratel employees a minimum of three times each year.
Our Telephone Service Representative (TSR) and customer service personnel are well paid, with up to 35% of their compensation keyed directly to their own personal performance. Every one of our staff members is a full-time, career professional: We don’t employ part-time staff. Full-time career people who are well compensated based on their own personal performance, are people who are very serious about what they do.
Training is continual and rigorous. Our expectations are high. In turn, our TSR staff enjoys wages and benefits in the top 2% of all telephone answering services nationally as they perform in a call center work environment that is both calm and invigorating. We break the stereotype of the telephone answering service industry in which operations personnel are underpaid and overworked. The key element in superb message relay lies with the people who handle the calls. Unlike the majority of telephone answering services that discourage a client contact with answering service operations personnel, we invite you to personally inspect our physical operation in Bend, Oregon and meet the people who actually handle your calls.
Absolutely dependable, it’s the job of the Centratel TSR to carefully follow HVAC answering service relay instructions to find a balance between needlessly disturbing your on-call personnel and efficiently connecting him or her to people who truly need immediate assistance. Once your answering service relay protocol has been established, it is followed tenaciously by the TSR unless you give us real-time instructions otherwise.
Centratel generates hard-copy backups of all transactions. For routine messages, there are a variety of delivery options available including voice mail, fax and Email. If you use our daytime telephone answering service, messages can be delivered one at a time as they are taken, and/or in batches. All elements of every after-hours on-call contact are delivered hard-copy to your office each morning. We can provide full archiving of answered messages for a period of three years.
There is an almost endless array of message delivery and message retrieval options including picking up your messages anytime from any web enabled computer, or your Smartphone, with our free online message pick-up service.
Centratel Quality: Centratel’s systematic call center protocols have developed directly as a result of handling literally millions of calls for HVAC companies.
What is quality? The transaction with the caller, and the delivery of the message, must be professional, efficient, concise and fast. Accuracy must be zero-defect. All this must be accomplished by TSRs who perform in exactly the way you expect your front office personnel to perform: They are personable, informed, positive and patient.
We are the face of your company when you’re not available. Your non-emergency calls must also be handled quickly, professionally and in a friendly way. Every call counts!
All calls are digitally recorded, providing a solid record of any conversation between our TSR and your caller. This is a critical element in determining liability issues. Experience has shown that over 95% of client complaints are based upon caller misunderstandings or errors, and not TSR error.
Our TSRs use the absolute latest and most dependable 100% digital call processing equipment available. Ours is a complex business: All primary systems are redundant and backup systems are readily available. Centratel’s several certified IT engineers are available 24/7/365 in the remote chance of a systems malfunction. Mechanical support includes robust UPS/battery backup with heavy duty generators and redundant servers. Located in the Pacific Northwest, the most stable environmental location in the lower 48 states, we are not susceptible to hurricanes, tornadoes, floods or earthquakes.
Your office staff has a direct connection to a specific Customer Service Representative. Our customer service department is organized so that you will have one person assigned to your telephone answering service account who handles all client issues directly with the Telephone Service Representative staff. Your Customer Service Representative (CSR) will know your people personally and understand your account intimately. Indirectly becoming a part of your front office staff, your CSR is friendly, professional and dependable. After-hours, and in the absence of your assigned CSR, a skilled on-site Operations Supervisor will be immediately available to answer your questions or to handle unusual service situations.
And, the price is fair. In the HVAC answering service business, just like your own HVAC business, it really is a matter of “getting what you pay for.” At Centratel, you can be assured that your monthly HVAC telephone answering service cost is a solid investment and not a drain on your customers and your own personnel. We will help your business grow.
To apply for service, go to our Price Quote page.