Background
Phone calls are critical to success
Enercare is a leading provider of heating, cooling, plumbing, electrical and water heating/treatment in Canada, with a team of over 700 licensed technicians. Its business model relies heavily on outbound calling for customer engagement across several critical functions, including scheduling preventative maintenance appointments (sales), customer support and collections.
When Enercare migrated its calling operations from external vendors to in-house teams, it partnered with Hiya to help the company tackle issues related to low answer rates and high rates of spam labels.
Problem
The inability to connect
Common challenges in outbound calling—such as spam tags, unanswered calls, and data quality issues—posed significant obstacles, including:
- High rate of unanswered calls: Many calls were either ignored or flagged as spam, reducing the likelihood of customer engagement. Answer rates dipped as low as 4.5%.
- Spam tagging and caller ID mistrust: Due to lack of caller ID, customers had no reason to pick up the phone. Worse still, up to 90% of calls were labelled as spam.
- Right-Party Contact (RPC) struggles: Low RPC rates meant that even when calls were answered, Enercare’s agents often could not connect with the correct contact, affecting the success of collections and service calls.
- Data quality issues: Incorrect or outdated contact information led to misdirected calls, driving down operational efficiency and frustrating customers.
Solution
Hiya’s branded caller ID solution provided clear, recognizable branding for Enercare
Hiya's Branded Call helped to distinguish Enercare’s legitimate calls from spam and fraudulent calls.
This branded calling initiative aimed to improve answer rates, right-party contact rates, and overall customer experience. The partnership with Hiya yielded impressive results, significantly improving Enercare’s key metrics during the pilot phase:
- 48% increase in answer rate: Hiya’s branded caller ID made calls easily recognisable, leading to a noticeable boost in the rate at which customers answered on the first attempt.
- 41% increase in calls lasting more than 60 seconds: This indicates that customers weren’t immediately hanging up. Instead, they were listening to what Enercare’s agents had to say.
- 95% decrease in spam flagging: When customers could see who was calling, they were much less likely to report the call as spam to their network operator – whether they chose to answer the call or not.
- 16% increase in appointments booked: With the value of a booked appointment ranging from CA$50 to CA$10,000 (approx. £27 to £ 5,300) or more, this had a meaningful impact on the business.
