Partners in service: when it began outsourcing after-hours service calls, First Call Heating and Cooling turned to The AnswerNet Network.(FIRST CALL)(Company overview)

Fuel Oil News, May, 2006 by Pudles, Gary A.

When it comes to servicing your customers, especially after business hours, there is still no substitute for having someone there to answer the phones.

Just ask First Call Heating and Cooling, of Portland, Ore. For 20 years, it has been rolling over its after-hours calls to contact center outsourcer The AnswerNet Network, based in Princeton, N.J. AnswerNet handles First Call from its Portland center; the outsourcer has 54 locations throughout the United States, plus Canada.

First Call, founded in 1939, services approximately 30,000 mostly residential customers in the Portland, Ore./Vancouver, Wash. metro area. First Call had been relying on answering machines, but was worried that it had been missing calls, explained Mickey Kamer, First Call's service...

Read the rest of this article with a Free Trial at HighBeam Research.

Premium Content Partnership | HighBeam Research provides an in-depth online archive library of reference works.