• Replies 11 replies
  • Subscribers 2 subscribers
  • Views 3 views
  • Users 0 members are here
Options
Related

How do you handle after-hours emergency calls?

Teresa Lund

We are getting hammered with emergency calls after 6pm lately. Summer heat + old HVAC units = nonstop.

Right now we have rotating on-call but honestly its a mess. Techs don't always pick up. Customers get angry. Sometimes I'm calling three people before someone answers.

How do other dispatchers structure this? Do you pay premium rate for after hours? Bonus for response time? Or is there a better way to set expectations so not everything becomes an emergency

Also does anyone use FieldPulse to track on-call status or is that separate. I need something cleaner than the group text chain we have now

Parents

  • in my experience the 'emergency' calls are 80% user error. customer flipped the wrong breaker or kicked the disconnect. I started taking 10 minutes to walk them through basic troubleshooting when they call. 90% of the time I don't have to go out.

    we don't document this in FieldPulse though. probably should. anyone doing that

Reply

  • in my experience the 'emergency' calls are 80% user error. customer flipped the wrong breaker or kicked the disconnect. I started taking 10 minutes to walk them through basic troubleshooting when they call. 90% of the time I don't have to go out.

    we don't document this in FieldPulse though. probably should. anyone doing that

Children
No Data