Case Studies

Achieving 100% Compliance and Massive Cost Savings for HVAC Clients in Canada

Overview

In Ontario, Canada, Bill-55 calls are inbound calls that are required to be made by HVAC Field Technicians along with the client present, to our contact centre. Our contact center then validates all sales and installation of HVAC and Water Heater equipment.

Energy companies are required by Ontario Law to manage Bill-55 calls in a highly prescribed manner, with very specific disclosures being shared verbatim, including legal terms and conditions delivered by call center agents.

 

Challenge

  • Failure to disclose terms results in the sale of HVAC system installation being voided.
  • 3-4 mins long disclosure scripts are a challenge to deliver.
  • Disclosure calls are expensive to process. Approx. 90,000 per year with an AHT of 9 minutes.

Solution

  • Leveraged our SoundBoard 360 technology to facilitate Bill-55 transaction adherence. Integrated it with professional voice talent to pre-record customized messages, managed by a live agent.
  • Agent used a keyboard to deliver essential messages during the call and closes with a pre-recorded disclosure statement.
  • The agent interacted with the technician and client using this technology – a 100% seamless system with perfect interaction on every call.
  • All client questions were answered with the assistance of pre-recorded FAQ.

Results

%

Average handle time dropped by 3 minutes or 33%

Annual cost savings

%

Quality scores moved up from 86% to 100%

%

Increase in FCR. Jumped from 84% to 97%

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