If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center.
Keeping those customers happy and returning for more separates you from businesses with lower prices or bigger advertising budgets. And finding differentiators for your HVAC business is essential in today’s growing market.
The U.S. HVAC systems market size was valued at USD 16.54 billion in 2021 and is projected to grow at a compound annual growth rate (CAGR) of 5.6% from 2022 to 2030.
In today’s competitive market, outstanding customer service is essential.
Many companies think that customer service is about giving customers whatever they want, but it’s actually about satisfying them. That’s where an HVAC call center can help.
With all of the ways a call center can increase your bottom line, they have become essential —not only to you but to the customers who make or break your business.
This blog will dive into why you need an HVAC call center. We’ll also talk about how call center pricing works. Keep reading if you’re ready to support your team and customers with HVAC call center support.
Everything You Need For Hiring An HVAC Call Center
A call center can be a great way to keep your HVAC customers on your side. If you know, someone is waiting for service; a good call center can offer them some information and support while they’re waiting—which will only draw them in more.
In addition, you can do all sorts of things to improve their experience, like running promotions while they’re on hold or offering discounts if they let you schedule maintenance instead of waiting until something breaks.
But how exactly does an HVAC call center work for your business? Why do you need one? And how much does it cost? Keep reading to learn the answer to all of these questions and more!
How Does an HVAC Call Center Support Your Business?
When you own an HVAC business, it’s easy to get caught up in scheduling, installing, and maintaining your HVAC systems.
But one thing that only gets done if you do it yourself: answering customer calls. Building a support team may sometimes feel like extra work, but it can be a valuable resource for your business in the long run. HVAC call centers provide support, helping to make the essential services they offer more accessible to a broad audience.
This support can be done by handling tasks such as answering customer calls, scheduling appointments, and taking care of any questions or concerns customers may have. By providing this service, these call centers enable HVAC companies to focus on delivering their actual services.
The Benefits of Partnering With a Call Center
A big part of what HVAC call centers can do for customers is help them handle their concerns promptly.
For example, if a customer has an issue with their HVAC unit, or wants to schedule an appointment to have one installed, then the customer should be able to reach someone who can help with the issue immediately. Additional support allows technicians to focus on the installation or repair job without needing to field calls from customers themselves.
If your company has a physical address that is open during regular business hours, this can be especially helpful for after-hours emergencies. For example, customers will know who to call when they need help at midnight on Christmas Eve or when they wake up to a flooded basement in July!
An HVAC call center can also help keep customers updated on their job status throughout the process.
For example, suppose the customer has scheduled a new HVAC system installation but needs to wait several days for it. In that case, the call center could let the customer know when an installer will arrive at their home, so they are only waiting for communication from your business.
Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. By bettering the experience, you’re building return customer relationships that positively affect your bottom line.
Why Do You Need a Call Center?
The HVAC industry is growing.
The demand for HVAC systems in the commercial end-use sector is anticipated to witness the fastest growth rate of more than 6.00% from 2022 to 2030.
And 89% of consumers are more likely to make another purchase after a positive customer service experience. You could lose business if your business is not prepared to scale seamlessly with demand.
Contact us now if you’re ready to talk about how we can help.
Instead of stressing over hiring, onboarding, training, and retention, focus on delivering your services and let an HVAC call center like Call Experts handle the rest. Manage seasonal rushes and business growth without overwhelming your team.
Call Center Pricing – Breakdown of Costs
Understanding call center pricing is essential when looking for the right HVAC call center partner.
Before diving into specifics, you must understand the service category. Below are the three service categories we use at Call Experts.
While most HVAC businesses fall into the traditional contact center service category, it depends on your business needs. At Call Experts, we offer a fully-concierge service to guarantee we can meet your specific needs.
To get a more detailed dive into pricing, read this blog by our Director of Customer Experience.
Traditional Contact Center Services
This category is for companies looking for an all-in-one provider and a central point of contact for customer support, appointment scheduling, multiple dispatch capabilities, outbound lead generation, customer service reporting, and more.
Automations and Integrations
Companies are looking for a diversified cloud solution to address their specific needs. Often, these partners seek Omnichannel management to support a robust digital presence (chat, email, socials, etc.). Many services are backed by AI-powered technology to address the real-time demands of customers.
Telephony Provider
Companies are looking for a partner to provide telephony and contact center infrastructure. These solutions must be flexible and able to scale up and down based on partner demand quickly.
Final Thoughts on Finding an HVAC Call Center
The HVAC industry is a booming one. At the end of 2021, HVAC businesses sent 10% more new quotes and scheduled 6% more new work than last year.
Call centers are integral to the HVAC industry and its customer service. The two will be closely tied together as the industry continues to scale.
As you’ve read, there are many benefits of an HVAC call center for your business. However, many factors must be considered when choosing a call center for your business.
Whether you need help after-hours or scheduling appointments, we can help. With 40 years of experience supporting HVAC businesses, Call Experts is the perfect partner to help you today. Contact us now.
