![]() ![]() That being said, you hit a certain scale where it's not viable, but even then you'd still have tiers of customers that would get access to things the rest wouldnt. Almost positive that CEO then responds to whoever at the office "Why do I pay them X amount a year to be put on hold"Ĭertain situations and customers you want to make sure they have a way to get through when needed. He or someone for him calls, gets told he'll get called back. For example, it may not be an "emergency" but someone is on the hook to get the CEO up and running again or figure out why email from a customer isn't flowing for said CEO. ![]() One thing that pisses customers off and causes them to leave current solutions is not being able to get straight to a person to solve their problems when needed. If you're doing supplemental support for in house IT, typically you could give it to the director of that company to use when necessary. I would however only make the number available to the clients spending the money to warrant it. Then dispatch or your support manager regularly checks tickets, and there should be a note and status update on the ticket that day if assigned out, even if it says it's being rescheduled, or customer called and advised it had to be rescheduled, etc.Į.G There should always be a reason that ticket is still open, with a note into it as why, so you can tell if it's gone stagnant and commitments are not being reached, where you can support your techs, ask why this new ticket hasn't had any notes yet, and either remind them, or reassign it if that's what makes sense.Įh, I don't agree to the emergency rate for business hours. Technicians should be performing work based on their calendar / schedule, extended or blocking off time as needed to help dispatch make informed decisions. I've only work with commercial clients these days so it's not a problem for them typically as we keep our commitments. Dispatch creates the ticket, assigns it to a tech that has availability in their schedule, then either messages the tech if their schedule shows they're available to transfer to a tech immediately, or advises the customer it's assigned and a tech will call them back when available. You could try a dispatch only so that techs aren't interrupted by customers constantly, slowing down their work, unless it's a model where you're only helping a customer while they're on the phone kind of setup.Ĭall comes in, dispatcher answers it, they don't get a tech right away unless it's an emergency. ![]()
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