|
|
Go
|
New
|
Find
|
Notify
|
Tools
|
Reply
|
|
| Calls per day
| Login/Join
|
|
Full Member |
what is the average number of calls per tech these days
|
||
|
Full Member |
I think it all depends on the distances between calls. We have a very big area and we do 5-6 calls /day.
|
|||
|
Senior Member |
we have a very large area i have a tech that does 8 to 10 calls a day with about 250 miles a day
|
|||
|
Senior Member |
personally, I do 5-6 a day, unless I run into a special machine
 We have some techs that never seem to get more than 4 a day and 2 of those are call backs  I think that an average tech doing a good job/complete call can do 4-6 per day and cover about 100 miles.If life doesn't also hand you water and sugar your lemonade is going to be pretty bitter |
|||
|
|
|
|
Full Member |
4 net calls per day
|
|||
|
|
Power User |
I run my own territory so sometimes I have done up to 14 calls per day, and as few as 0 depending upon the volume. Plenty of miles, plus I have to do all of the networking, moving and setting up the new machines. There is always something to do, I usually have to work some evenings or come in on the weekend to do incompletes, paper work,cleaning ths shop, paperwork, and getting my car parts back in place.
|
|||
|
Senior Member |
4.5 calls with 5 techs. Greater Los angeles service area.
|
|||
|
Senior Member |
define call
I no longer think the concept of counting calls has a lot of validity. some guys only do PMs some guys only do bandied quick patch fixes some guys are delivering toner and it is a call some guys count call no matter what they are and go home and drink beer after doing what they feel is their share even if it is 4 deliveries finished by 10:00 am. like slopehead says- I have seen tech do 18 calls in one day regular as needed, and yet another tech take 2 deliveries 2 blocks apart and be gone all day. the good worker works all day as hard as he can regardless of pay the bad worker goofs off and makes excuses all the time and will not work harder even when paid more or bonus given. Bad workers always have family problems and justify taking off on company time for things like their kid is getting one of those student of the month bumper stickers. the good workers explains responsibility to their wife and kids and do their job to teach their children the responsibility of a employee and to teach the way to keep a job. good workers usually will always work at top productivity but may look for a new job. bad workers cannot ever be made into good workers yes there are exceptions to every rule, but the fact is 99.9% of the time this is how it is and measuring Numbers of average calls cannot ever really become a good way to measure things if no other facts are taken in consideration Life is good. |
|||
|
|
|
|
Full Member |
yak, how the hell can you determine a good worker from a bad one, the topic is calls per day, but the way I feel about what your saying is the difference between a good worker and a bad worker is a determination on the employer he or she works for.
|
|||
|
Senior Member |
The only flaw in your logic is the fact that a lot of the people that run copier dealerships/service companies only look at those types of numbers. I've seen techs that were head and shoulders above all the other techs in areas such as technical expertise and customer relation skills lose their jobs when the "blow and go" techs (with higher calls per day numbers) somehow managed to keep their jobs. It's not fair and makes absolutely no business sense, but that's reality. But I'm trying, Ringo. I'm trying real hard... to be the Shepherd. |
|||
|
|
Power User |
Never knew that delivering toner constituted a call, I cancel a great many calls per day, for things like pushing the side guides on the cassettes together, the machine is clicking because its in need of toner, cleaning the slit glass because of a mark. I call lots of customers and try to get them reset over the phone if I can then the call is canceled. Never the less a tech can get a great many of these calls but sooner or later he will get the wtf call and he will have to learn how to deal with it. I get 2 or 3 of these calls a week where I do not have the slightest idea of what is going on. The biggest measure of your technicians I believe is your repeat business, if they are start buying from your competitors and you find out the machine has been jamming since day one and has never been fixed, then you may indeed have a problem with your technicians.
|
|||
|
|
Senior Member |
I agree but the idea of counting calls is usually to enter in a data base service data. this is how the salesman owners, bean counters, and computer software jockey determine the techs viability. These paper jockeys have no idea who is really productive and who is not they just look at numbers on computer screen and decided. I have seen many good techs deemed not productive by the bean counters I have also seen many bad techs who THINK they are good. So what context is number of calls asked? Life is good. |
|||
|
|
|
|
Senior Member |
YEP you make my point What is a call? and why the call count I feel the number of calls done is more determined by the number of calls that need to be done. Life is good. |
|||
|
|
Senior Member |
I agree here too so again why keep track of calls done? why the question? I will say if there are 15 calls and 1 tech to do them,, SHOWING UP is most important if that tech does all 15 and get 2 call backs it is better than the tech who gets 4 calls done and no call backs. As for letting go techs and selecting the ones who get the numbers done? Yet it sucks no matter how you look at it that someone gets laid off. life is not fair. in a bigger company it is good to have mix of techs, the one who can knock down a dozen calls every day, a good PM man, a good trouble shooter. and a few general good average techs. profits are low and people get hurt when profits are low. At times it is not so much wanting to let people go, but having no choice. maybe drawing straws is the best way to choose? but again asking the original question how many calls? is a loaded question with a no win answer. If all the calls are not done daily and your service board is constantly behind and loosing ground all the time, yet profits are so low you cannot hire more help, a "BLOW AND GO TECH" may save everyone else's jobs. Life is good. |
|||
|
|
Power User |
When I first started in this buisiness every 70 miles you drove constituted as a call, a PM was considered a call and a half, a call was considered a customer calling in with a problem with the machine and you went in and took care of that problem.
The next variable that was put into consideration was the number of call backs based on the number of calls generated. A call back was a customer calling back in within 10 business days of your last service call regardless of the problem. The next variable was how many copies you generated between service calls, the more copies between calls. The last variable is the cost per copy, the basis was considered the amount of copies related to the amount of parts that were put into a machine. No solution is ever going to be a 100 percent reliable in this business, because there are to many variables to consider. If you are doing a good job and puting in a decent effort into your work you will be or should be rewarded for your efforts. A good boss has the capablilities to know how well you are doing and if you are indeed grasping all of the new and old chalenges that come with this field. |
|||
|
|
Full Member |
As the saying goes "Numbers make liars and liars make numbers". Regardless of how your dealership tracks technician performance you have to trust the people reading the numbers. If you don't trust them then its time to move on. There is no one, two, or three things that can be used to judge a good technician you have to look at everything they have a role in and realize the highest call taker is probably not your best tech, at least not in our company.
|
|||
|
|
|
Full Member |
As many as I can.
I know what I know better than anyone else knows what I know. |
|||
|
|
Power User |
I always figure I am the second best tech in our company, the rest of them all say they are number one, so I have to be number 2.
|
|||
|
|
Senior Member |
I can be bi-polar with production.
I work best and most swiftly when I am completely buried in service calls. It's overwhelming at first but once you embrace the challenge it's fun fixing machines and zipping all over the city. On the other hand, if I've been idle for half a day it's very hard to motivate myself to getting back to the grind. |
|||
|
Imaging god |
 Several years ago - a couple of years after I started my business - I was the lone technician covering well over 400 contracted analog machines covering about a 6,000 square mile territory. I worked from 7:00AM to 6:00PM straight through every weekday for ten months - literally running from call to call. I think my record maximum was about 19 calls in one damn long day. As I began to 'shotgun' virtually every machine I touched (basically replacing anything and everything that it might possibly need in the next 3 months+) the calls coming in at least slowed down a little. It's amazing the stress or illness didn't kill me or land me in the hospital! Relax? When?! |
|||
|
|
|
| Powered by Social Strata | Page 1 2 |
|
