Extreme Heat Around Nation Prompts Record Number of Customer Service Calls to Cross Country Home Services
FORT LAUDERDALE, Fla. (July 3, 2012) — The National Weather Service continues to report record-setting temperatures above 100 degrees Fahrenheit during the current heat wave that has hit throughout the southern states, central region and entire east coast. In Atlanta, the mercury hit an all-time high of 106 degrees on Saturday and reached 105 on Sunday. Today, excessive heat warnings and advisories continue from St. Louis to Washington.
The customer service personnel at Cross Country Home Services (CCHS), one of the nation's leading providers of home warranty and maintenance plans, are working overtime to ensure customer claims are being processed and resolved quickly and efficiently during this time of extreme temperatures. CCHS received a 54% increase in calls over the past week alone. The company operates its customer service centers 24 hours a day, seven days a week, and the call volume has increased progressively every day. CCHS was able to maintain strong service levels despite the increased volume, with the average call being answered in less than one minute.
"CCHS's mission is to provide peace of mind for our customers," said president Sandra Finn. "This is especially important in times like this, when a broken air conditioner can be disastrous for a family. We are well equipped for these types of emergencies, and advanced preparation has allowed us to handle the increased volume of service calls while continuing to deliver on our high-level service standards."
CCHS has the nation's largest network of over 40,000 qualified, independently-owned and operated service providers across the United States. This extensive network has allowed CCHS to route calls to its highest availability providers, ensuring same day or next day service.
"Our market has experienced record highs over the last several weeks causing air conditioning systems to be utilized more frequently," said Dan Todd, Owner of Todd Air Inc. in Hanover, Md. "This frequent use creates a stress on these systems and breakdowns are more common. As such, there has been an overwhelming demand for air conditioning repair calls. In response to this, we are commonly working 14-16 hour days and have extended availability over the weekend and through the holidays to accommodate CCHS customers."
Ann Clark of Ponte Vedra Beach, Fla. called CCHS on Saturday to place a claim on her air conditioner not cooling properly. CCHS sent a service provider to her home the same day and they were able to fix her unit.
"My air conditioning was not working during this record heat," said Clark. "I placed my claim and went to church and by the time I got back my air conditioning was fixed. I am extremely happy to have a home warranty, and CCHS was very professional and handled my claim quickly."
Customers can buy home warranties and home maintenance plans directly from CCHS or through select partners in the mort mortgage, banking, insurance, real estate and utilities industries. Products include some of the industry's best known brands, including TotalProtect Home Warranty, Home Protect Warranty, Residential MD Home Warranty and HMS Home Warranty. The company recently won the American Business Awards (ABA) Bronze Stevie Award for Customer Service Department of the Year. CCHS has made significant improvements to the customer experience by adding more touch points during the purchase and claim transactions; more online services in response to the increased demand for information; and a concentration on improving its Net Promoter Score (NPS) through employee trainings and incentive programs. In a recent survey, 96 percent of customers said they would recommend CCHS products and services to family and friends.
For more information, please visit www.cchs.com.
About Cross Country Home Services
Cross Country Home Services, Inc. (CCHS) is dedicated to making home management easy by offering a full selection of hassle-free, cost-effective home solutions, including warranty products and maintenance plans. Since 1978, the company has built a reputation for excellence and today is one of the nation's leading providers of these products and services. Consumers can buy home warranties and home maintenance plans directly from CCHS or through select affinity partners in mortgage, banking, insurance, real estate and utilities industries. Products include some of the industry's best known brands, including TotalProtect Home Warranty, Home Protect Warranty, Residential MD Home Warranty and HMS Home Warranty. The company's customer care staff is available 24 hours a day, 365 days a year and is dedicated to ensuring the highest level of service. Homeowner needs are quickly resolved through a national network of over 40,000 service providers, the largest in the industry. Headquartered in Ft. Lauderdale, Fla., CCHS is a member of the Cross Country Group. To learn more about CCHS, please visit www.cchs.com.