Timber Window Manufacturer – Case Study

Background

New windows can always liven up an old and tired looking property, however it can also be incredibly expensive especially if your property is a listed building or you have to adhere to additional conservation area rules. Many period houses simply either won’t suit the look of modern uPVC windows or are not allowed to install them under local building regulations.

Our new client, although based in Bristol, not only installs timber windows throughout the local area but also manufactures them as well. Each of the windows they make is bespoke to the client’s requirements or made to exactly match an existing window.

As they manufacture the timber windows themselves they are able to not only make sure the windows match surrounding properties, if required, but are able to offer a range of high performance double glazing meaning  that clients get the best of both worlds.

Back in business but telephone calls going unanswered

As many, if not all, installations are bespoke our client needs to make a site visit beforehand to both make an accurate quotation and also to ensure local building regulations are adhered to. During lockdown this proved impossible and, as the business was not deemed essential, all ongoing work stopped both in the fitting and manufacture of their timber windows.

As lockdown eased they found that interest in their product quickly grew again. Pent up demand and homeowners, having had the time to reflect what they wanted to do with their properties, meant that before long our client was receiving more requests for quotations and fittings than they could cope with. Telephone calls were going unanswered and our client was potentially losing valuable business as a result.

Preparing timber for window manufacture

Manage caller’s expectations

Our client was already using a programmable telephone number so pointing calls to our call answering operators was a quick and easy way to immediately relieve the pressure on their admin staff.

The first thing that needed to be done for callers was to manage expectations, especially for those callers looking for a quote. As Covid forced restrictions continue, getting surveyors out to properties has become more time-consuming than before, and with the back-log in interest new enquiries need a realistic and honest timescale of what to expect.

As lockdown eased in July they took advantage of our 30 day free trial and signed up for our Classic service in early August. They were quickly able to see for themselves how best to use our service and tailor our operator’s script to best serve their callers.

Answering calls as part of their outsourced team

Our operators now answer all calls, details are taken for new enquiries and emailed on close of call. Existing clients, depending on the nature of the call, can be transferred through to the main office or a message is taken.

As part of our classic telephone answering tariff, our operators collect the following details for new enquiries:

  • Full name
  • Telephone number
  • Email address
  • Address of property
  • Brief message about work required

Perhaps most importantly, our operators explain that call-backs usually take between 24 to 48 hours, this has reduced the number of repeat callers as the majority understand how busy our client is.

As calls are expected to slow down over the winter period, our client has already given notice that they will reduce their tariff from the current C:250 down to C:30 or C:70 for a couple of months before increasing back up again.

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Page Last Updated: November 23rd, 2020

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