PuroClean, one of North America’s leading restoration and remediation franchises, has introduced its own internal call center, an initiative spearheaded by PuroClean’s business development team. The integration of an in-house call center is PuroClean’s latest service-minded innovation, designed to elevate the support it provides franchise owners and customers across the country as it continues nationwide growth. As a result, PuroClean’s home office will now have an on-site team dedicated to providing customer service and quality control throughout the call dispatch process, fielding and dispatching calls from insurance partners, commercial vendors, and customers to more than 350 U.S. locations.
“The idea behind our new internal call center is to assume more ownership of the way we approach and deliver PuroClean’s signature relentless customer service, providing the absolute best, most seamless support we possibly can,” said Margaret Chebat, vice president of account management for PuroClean’s business development division. “Our call center team will continue to work in conjunction with our third-party vendor, who will remain in place, to offer complimentary, elevated support throughout the dispatch process. This will deliver terrific value to our franchise owners through a more streamlined customer service experience, and ultimately, provide a positive outcome for our partners and customers.”
The addition of an internal call center is an exciting and necessary next step to meet the demands of PuroClean’s continued growth. The company currently has more than 350 franchise locations across North America, providing personal, localized restoration and emergency remediation services 24 hours a day, seven days a week. An additional resource to streamline the process of assigning calls, matching franchise owners with prospective clients, insurance agents, and PuroClean account partners, the new call center will create a direct line of communication within 30 minutes of a call and uphold a rapid on-the-scene response time of 2-4 hours.
“When our phones ring, often, the person calling is someone in crisis, who needs immediate service at their home or business. The nature of the remediation industry relies on speed and efficiency, and our culture is to provide the best customer service we can to our clients and our partners — relentlessly so,” said Steve White, president and COO of PuroClean. “We are proud of our business development team for bringing the new internal call center to life, as it will ensure we can continue providing true servant leadership as we grow into the future.”
PuroClean, founded in 2001, provides water damage remediation, flood water removal, fire and smoke damage remediation, mold removal, and biohazard cleanup to commercial and residential customers. Each PuroClean office is independently owned and operated.