Case Study

Achieving 100% Compliance and Cost Reduction for Canada-based HVAC Service Provider

Overview

ContactPoint360 was partnered with a Canada-based HVAC services provider to ensure compliance for Bill-55 calls. These calls are made by HVAC firms when installing and selling heating, ventilation, and air conditioning systems. The Bill-55 call requires detailed 3-4 minute disclosure scripts; otherwise, the HVAC sales are void.

Our client was facing an issue with non-compliance of Bill-55 calls and their AHT of 9+ mins with around 90,000+ calls annually. ContactPoint360 addressed all the challenges which resulted in:

33% Reduction in AHT

230k of Annual Savings

100% Compliance with Bill-55 Standards

Enhanced Call Quality

Prevention of Penalties and Chargebacks

Our solution was perfectly aligned with the firm’s objectives, helping them in the extended run. To know about how we achieved such measurable results promptly, download the case study now.

Challenges

Legal Compliance Precision

9+ Minute Disclosure Script

Expensive Call Processing

Complex Validation Interface

Failure To Adhere to Bill-55 Call Standards

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

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