What to Look For in an HVAC Answering Service

Posted by on Oct 17, 2017 in Answering Services, Call Center

HVAC emergencies wait for no one—that’s almost an understatement. It seems, in most cases, the worst issues with heating and cooling arise in the wee hours of the morning or on holiday weekends.

AnswerMTI’s HVAC answering service ensures that someone’s always around to take client calls and relay urgent messages over to technicians, no matter what time of day the call comes in. From engaging in proper call triage to reducing stress on holidays, our answering service is perfect for HVAC businesses for all of these reasons and more.

Flexibility in Call Redirection

HVAC Answering Service

There’s nothing worse than missing telephone calls from a client while you’re busy with another customer. Not only does it make the client who is calling feel ignored, but it can also cost you sales, especially in HVAC emergencies. When no one answers the phone, they’ll just call the next place on the list if it’s a true emergency.

With an HVAC answering service, missed calls cease to exist and you never miss another opportunity. Even if you’re tied up for several hours, someone will answer the call and make sure the need is addressed with the right person.

In some cases, redirecting every call isn’t always wise or desired. The right answering service can redirect your calls with flexibility. Choose to redirect after several attempts to the same line, after a certain number of rings, or even on specific dates or at specific times. Make your call answering solution work for you, not the other way around.

Pre-Trained Representatives

Good answering services only hire telephone representatives who already have excellent customer service skills. When you utilize an HVAC answering service, there’s no need to provide anything but the most basic information; your assigned representative(s) will handle the rest. Compared to hiring someone in-house, that’s a considerable cost savings, especially if you’re planning to utilize your service during off-hours or holidays.

A Good Reputation with Other HVAC Companies

HVAC is a specialized industry. That’s why it’s so important for your answering service to understand how to work with HVAC customers. If the answering service you’re investigating has a slew of negative reviews from past HVAC companies, it’s a red flag that they may not be very adept at working within this industry.

A slew of positive reviews from well-known HVAC companies is even better, because it means they’ve managed to impress other companies just like you.

24/7 Availability

Emergency Answering Service

This may seem like a simple task, but not every answering service offers full-time, 24/7 coverage. Some work only during off hours, while others have availability only on the weekends. Still others only work during regular office hours, creating protection from call overflow during your busiest times. An answering service with 24/7 coverage is obviously best because you, the HVAC company, get the most out of your service, no matter what pricing level you choose.

At the end of the day, what matters most is that the HVAC answering service you choose is happy and willing to work with you to create the perfect solution. At AnswerMTI, we specialize in working with HVAC industry businesses. We can help you field calls, set appointments, and triage responses, both within office hours and all around the clock. Contact us today for a free consultation and quote!