(Photo by David McNew/Newsmakers)
Do not dispatch more than one call at a time. If technicians are already hot and tired and know there are three calls left at 3:00 p.m., chances are good the technician will slip into Speedy Technician mode, missing things on the diagnostic leading to an increase in callbacks, missing opportunities to sell system enhancements, and so on.
More important, debrief after the completion of every service call. Dispatchers should collect the repair codes, the amount of money collected, the payment method, whether a service agreement was sold or not, confirmation that stickers were placed on the equipment, etc.
Debriefing the technicians helps to ensure that the service call procedure is followed. Otherwise, steps get skipped during busy times, resulting in inconsistent service and missed opportunities.