You can’t have them do the actual scheduling. Just FIFO reservation list but in a small operation, if you don’t have a dispatcher or scheduler, you better let the tech see the list and make their own appointments. Perhaps last half hour in each day for the next day or something like that.
From: That One Guy /sarcasm Sent: Sunday, May 15, 2016 8:29 PM To: af@afmug.com Subject: [AFMUG] outsourced customer service and scheduling Those of you using an "answering service" How are they with scheduling? our system, Powercode, for now, does have a decent drive time calculator. We have specific install/service days and specific infrastructure days. Our custumer service could fuck up a wet dream to say the least, theyll send a guy 30 miles south of the office, 40 miles nort, then 30 miles south, regularly. Now I understand, a service isnt going to call a scheduled customer to bump them, but do they normally have basic common sense? Losing our 12 dollar guy is still saving us to have about 10 full crew contractor days and a full time 24/7 service. Its a hell of a deal, assuming the contracted phones have common sense. Id personally prefer all scheduling be done by our tech, the same way it would be with an independents, where he would call the customer and adjust as needed. is scheduling an issue with outsourced phones? -- If you only see yourself as part of the team but you don't see your team as part of yourself you have already failed as part of the team.
