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It was mentioned in another thread, that Comet engineers are lucky to get 20 minutes per call to complete the repair. 😯
I imagine that this is a bit tongue in cheek. However it has got me thinking… How many calls a day do we all do and how many miles per job?
I tend to do 10 a day and have since my days with Hotpoo. I tend to do 50 to 100 miles a day. That averages about 40 minutes per job in the house.Bob
Re: How many calls a day?
Interesting reading on the subject : –
http://www.ukwhitegoods.co.uk/modules.p … 43&start=0
http://www.ukwhitegoods.co.uk/modules.p … ight=calls
http://www.ukwhitegoods.co.uk/modules.p … ight=calls
Others can only dream at the chance of doing 10 jobs a week, so count your blessings while there still is work out there. 😉
Re: How many calls a day?
Bob Hi
We program our engineers to do 8-10 calls per day and cover 80-120 miles around it.
However, our computer systems will interogate each booking to see what we are actually doing a drum change is allowed additional time to be completed.
It is possible then for our system to consider an engineer full at 4 drum changes and will refuse to book any more to that engineer unless a managers override is put into place.
Regards all
Jackal
Re: How many calls a day?
We had always traditionaly done 8 calls a day, 4 am 4 pm but now we all have to call when the customer wants it aint so simple. I tend to do 10 or so but thats way over a normal working day in hours and, I must admit as I am getting older I am finding more difficult. I remember taking 18 or so Candy jobs a day way back when and be finnished by 3, but then doing just one make was allways a hell of a lot easier than multi brands and multi aplliances.
Re: How many calls a day?
We program our engineers to do 8-10 calls per day
😆 are they plugged into a computer overnight!
cab
Re: How many calls a day?
My day consists of a 18mile trip to HQ but sometimes a call or 4 are put in on the way [sometimes I don’t reach HQ while noon] but the nearer the job to my house the later start I have 🙂 .I don’t do just service calls though ,oh no ,installations which can sometimes take longer than a call [upstairs flats, blocked waste pipes, removing old m/cs] then get back to sort my stock out & the latest delivery, oh & if I have any spare time [my boss speaking] can I come & help him on an electrical job? Sometimes NO, got job on way home ”wey-heyy” 🙂 🙂 early finish!! Just got to follow the ‘numpties’ that carn’t drive in the dark all the way home 😡
Re: How many calls a day?
I can remember my days with Philips/Whirlpool when we were all doing on average 12 – 13 jobs a day. Travelling my area could notch up between 100 to 170 miles per day. That was normal and was the modus operandi of the call planning office, on top of this when Whirlpool got hold of Philips Service they had the bright idea of offering a 48 hour service pledge.
All of the engineers new at the outset that this would never work and it never did. The real mechanics here are that once engineers are driven hard by idiots in an office planning the impossible something has to give. Firstly engineers will start cutting corners to get the workload done, Secondly mistakes will occurr or bodge ups wil be made, Thirdly jobs will become returns, fourth, The call waiting times increase due to work being issued along with return work being regenrated, Then customers start complaining to the Service Centre.
The result is that the call centre starts applying pressure to the engineers, ( yes the good one’s as well as the bad ones) There are now more calls in the system than can be performed by the available engineering force.
The call centre then want the engineers to tae more call per day ! same workload plus a couple more and with more miles to cover.
Engineers become tired others off sick! factor annual holidays into this and the whole thing becomes completely unworkable for the Customers, Engineers and the company.
My personal policy is that I require quality service with realistic workloads and travelling. I don’t want engineers rushing every day, day in and day out as it will end up costing me more money and grief.
Engineers have a life too, and are professionals who deserve a little respect and are ambassadors for you company to boot. Happy engineers make happy customers, stressed engineers make stressed customers,
How you program an engineer is interesting, perhaps their engineers have removable eprom chips which are inserted where the sun don’t shine and thats an area which many a call centre should be placed in !Re: How many calls a day?
I find that it is a question of Balance, once an engineer is given his workload for the day he should have a fair chance of being able to complete 86{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of that days workload the rest of the percentage taking into account spares not available etc.
Over time you acheive a balance between profit and productivity with a better relationship with the people who count ( The Engineers ) I of course speak from the point of having been an engineer and still a hands on engineer and I undertand how the game works. You cannot expect someone in a call planning centre to understand the mechanics of the engineers working day and the many variable problems faced by us.
Eventually if you let these call centres run the show it will fail for the reasons I have put forard and they are only too eager to wanna backpaddle with the engineering workforce once that occurs.
My view is that its better to have work completed to a high standard by allowing the engineers to have Time to do the jobs properly and there is no commercial sense in sending engineers out with an impossible workload to have it aborted, bodged and returned the following week !
Re: How many calls a day?
squadman wrote:I can remember my days with Philips/Whirlpool when we were all doing on average 12 – 13 jobs a day. Travelling my area could notch up between 100 to 170 miles per day. That was normal and was the modus operandi of the call planning office, on top of this when Whirlpool got hold of Philips Service they had the bright idea of offering a 48 hour service pledge.
All of the engineers new at the outset that this would never work and it never did. The real mechanics here are that once engineers are driven hard by idiots in an office planning the impossible something has to give. Firstly engineers will start cutting corners to get the workload done, Secondly mistakes will occurr or bodge ups wil be made, Thirdly jobs will become returns, fourth, The call waiting times increase due to work being issued along with return work being regenrated, Then customers start complaining to the Service Centre.
The result is that the call centre starts applying pressure to the engineers, ( yes the good one’s as well as the bad ones) There are now more calls in the system than can be performed by the available engineering force.
The call centre then want the engineers to tae more call per day ! same workload plus a couple more and with more miles to cover.
Engineers become tired others off sick! factor annual holidays into this and the whole thing becomes completely unworkable for the Customers, Engineers and the company.
My personal policy is that I require quality service with realistic workloads and travelling. I don’t want engineers rushing every day, day in and day out as it will end up costing me more money and grief.
Engineers have a life too, and are professionals who deserve a little respect and are ambassadors for you company to boot. Happy engineers make happy customers, stressed engineers make stressed customers,
How you program an engineer is interesting, perhaps their engineers have removable eprom chips which are inserted where the sun don’t shine and thats an area which many a call centre should be placed in !First class post!!
:tright: :worthy:
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