CHAPTER 9
Call Center + Field Practices
In too many companies, dispatchers and technicians clash. Getting them to coordinate, or even just coexist, can be as simple as a ridealong or job shadow that creates better understanding. The efficiency that fosters is invaluable.
SECTION 3 OF 10
Call Prioritization
For biggest bang, book biggest opportunities first
To maximize the opportunities for the company and to facilitate greater customer satisfaction, it is important to understand the best way to prioritize service calls.
When a company has limited availability for technicians because of high demand or labor shortage, it’s best to prioritize the calls based upon warranty work, memberships, non-working vs working equipment, older equipment, and location.
It’s important to identify what types of calls are most valuable to your company. It’s a best practice to always take care of warranty work first. Company reputation is at hand and you want to keep your existing customers happy and taken care of.
The following order is a good rule of thumb:
Demand service call for new (within 1 year) residential installations (typically a warranty call)
Demand service call for residential membership customers
Demand service call for new (within 1 year) commercial installations (typically a warranty call)
Demand service call for commercial membership customers
Demand service call for recent (within 5 years) residential/commercial installation
Demand service call for residential equipment we installed (over 5 years ago)
Demand service calls with equipment over 10 years old will take precedence over equipment less than 10 years old
Demand service call for non-working equipment (service call) will take precedence over maintenance
Maintenance calls for residential membership customers
Maintenance calls for commercial membership customers
Maintenance calls for new customers
All other calls, scheduled according to availability
Table of Contents
1. Introduction
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2. Building a Company for Success
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3. Setting Your Company Up for Success
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4. Driving a Company Culture
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5. Setting a Path to Maximum Profitability
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6. Billing Structure: Determine Your Pricing
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7. Marketing Practices
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8. Call Center Practices
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9. Call Center + Field Practices
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10. Best Practices in the Field
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11. Field + Office Best Practices
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12. Keys to Success in the Office
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13. Management and Office Best Practices
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14. Human Resources
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15. Preparing Your Company For Sale
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