This was a message shared by @AlexPhylactou on the Call Booking Discussion board. Wondered if you could all share your thoughts with him?
Hope y'all are doing great! So, here’s the deal. We're trying to up our game with how we handle our HVAC/plumbing service calls, and we could use some pointers from you wise folks.
Here’s How We Roll Now:
The superstars at the front desk (our CSRs) slot every incoming call under the "Who’s gonna take this?" (aka “Unassigned”) technician.
We’ve got these three time slots we give to clients: the early bird 8-9AM, the mid-day 10AM-2PM, and the afternoon stretch 2-6PM.
Then, as the day goes on, our dispatch gurus play a game of "match the tech to the job." It's kind of like Tetris, but with service calls.
Little Hiccups We’re Running Into:
The whole manual matching thing? Yeah, it’s a tad chaotic, especially when the calls come flooding in.
Sometimes we double-book or, heaven forbid, miss a slot. Yikes!
Emergencies? Reschedules? They throw our whole groove off.
Those time windows? Super helpful, but also a bit of a ticking clock when things don’t go to plan.
Here’s where you come in:
Time Slots: Thinking of ditching the whole time window thing and just telling folks they're on our VIP list for the day. Thoughts?
Tech Scheduling: How does ACP work for you? Do you find it better for a whole day to be scheduled for a tech?
Emergencies: How do you juggle the surprise "Help, I need someone NOW!" calls?
Staying in the Loop: Got tips to keep everyone (CSRs, dispatch, techs) in sync without a bazillion check-ins?
Training: Anything fun or effective you've done to get the team scheduling like pros?
Your wisdom, rants, raves, and GIFs are all welcome. Help us get better at what we do, and who knows, maybe there’ll be some virtual cookies in it for you!
Thanks a bunch and catch you on the flip side!
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