The HVAC sector (heating, ventilation, and air conditioning) is undergoing an unprecedented transformation. The growing demand for energy efficiency, advanced technological solutions, and personalized service requires contact centers to adapt their strategies to deliver an exceptional customer experience.
In this context, measuring service performance is crucial to improving operational efficiency and increasing customer satisfaction. MST Holding, with its extensive experience in BPO services for the HVAC sector, positions itself as a strategic partner to optimize these metrics through advanced solutions and a comprehensive approach. Below, we explore the key metrics that define the success of contact centers in this sector and how MST Holding contributes to their optimization.
1. First Contact Resolution (FCR): A Key Factor in Customer Satisfaction
First Contact Resolution (FCR) is one of the most relevant metrics in the HVAC sector, as many customers require immediate technical assistance to resolve installation, configuration, or equipment failure issues.
Consumers expect quick and accurate responses without the need for multiple interactions. In this regard, MST Holding achieves high FCR levels (between 80% and 95%) thanks to:
- Highly trained first- and second-level technical support teams.
- The use of artificial intelligence and a Knowledge Database to guide agents.
- Implementation of tools like RunDesk, which facilitates efficient incident management.
- Coordination with technical services and warranty management to avoid unnecessary technician visits.
These strategies enable most issues to be resolved in the first interaction, improving the customer experience and reducing operational costs.
2. Average Handling Time (AHT): Balancing Efficiency and Accuracy
Average Handling Time (AHT) is another key metric, but in HVAC, its interpretation must be flexible. Technical inquiries tend to be more complex and may require longer handling times.
To optimize this metric without compromising service quality, MST Holding employs:
- Self-service platforms and remote diagnostics that reduce handling times.
- Continuous training to help agents handle technical inquiries efficiently.
- Remote assistance tools and interactive guides to resolve issues without unnecessary travel.
- A 24/7 multilingual service, ensuring availability at all times.
With these solutions, MST Holding strikes a balance between efficiency and accuracy, ensuring that each customer receives the right assistance in the shortest possible time.
3. Customer Satisfaction (CSAT): Measuring Service Quality
Customer Satisfaction (CSAT) is an essential indicator in the HVAC sector, where products require ongoing maintenance and specialized support. Customers’ perception of the support they receive influences their loyalty and the brand’s reputation.
MST Holding ensures high CSAT levels through:
- Real-time satisfaction surveys after each interaction.
- Sentiment analysis using AI to detect customer needs and emotions.
- Personalized service for users, distributors, technicians, and installers.
- Customer retention protocols in cases of unsatisfactory experiences.
Thanks to this approach, MST Holding enables HVAC brands to maintain a strong relationship of trust with their customers and deliver a seamless, frictionless user experience.
4. Net Promoter Score (NPS): Driving Loyalty in a Competitive Market
Net Promoter Score (NPS) measures customer loyalty and their willingness to recommend a brand. In the HVAC sector, where products are long-term investments, customer retention is key to business sustainability.
To enhance NPS, MST Holding implements strategies such as:
- User training programs to improve the post-sales experience.
- Technical and commercial advisory services for distributors and partners.
- Specialized support for VIP clients, ensuring a premium experience.
- Strategic cross-selling and up-selling, offering additional solutions based on customer needs.
These actions not only improve service perception but also strengthen the relationship between the customer and the brand, increasing the recommendation rate.
5. Service Level (SL): Fast and Effective Responses
Service Level (SL) measures how quickly interactions are handled. In the HVAC sector, immediacy is crucial, especially in cases of urgent breakdowns.
To ensure optimal response times, MST Holding provides:
- 24/7 technical support with emergency assistance.
- Efficient coordination of service technicians’ schedules.
- Automated ticket management to reduce waiting times.
- Specialized applications for incident tracking and detailed reporting.
This approach ensures that every customer receives timely assistance, improving their experience and preventing equipment downtime.
6. Employee Net Promoter Score (eNPS): A Motivated Team for Better Service
Employee well-being is essential to delivering high-quality service. Motivated and well-trained agents have a direct impact on the customer experience.
MST Holding prioritizes its team’s well-being through:
- Continuous training programs in customer service and technical assistance.
- Support tools to reduce workload and optimize case management.
- Incentives and recognition to enhance engagement and talent retention.
By investing in its team, MST Holding ensures excellent service, where agents feel supported and motivated to provide the best possible care.
Conclusion: A Comprehensive Approach for Excellence in HVAC Contact Centers
In 2025, managing a Contact Center in the HVAC sector requires a balance between operational efficiency, advanced technology, and a customer-centric approach. Key metrics such as FCR, AHT, CSAT, NPS, and SL are essential to measuring performance and optimizing the user experience.
MST Holding positions itself as a strategic partner for HVAC companies, offering specialized services that ensure top-level technical support, omnichannel assistance, advanced automation, and an unparalleled customer experience. With its expertise, technology, and customer satisfaction-focused approach, MST Holding helps HVAC companies stand out in an increasingly demanding market, providing innovative and personalized solutions that drive loyalty and business growth.