Subscriber Discussion

CUSTOMERS EXPECT MORE! What Is Your ON CALL System For Service Techs?

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Virgil Reed
Mar 02, 2018

Ever heard of Generation CX? This video provides a great explanation of what customers expect these days.

We've increased our Support Staff by 250% and increased the available support hours.

Now we need to develop a better on call rotation with Service techs and would like your feedback.

1. What is your on call system for support or service techs?

2. What do you pay your service techs

a) to be on call?

b) for actual after hours service?

3. What do you charge the customer?

 

 

 

MD
Matthew Davis
Mar 02, 2018

We are a small company (3 techs) and we have an after hours service phone number that is given to all our customers. The tech covering after hours service for the week has the cell phone that is associated with that number. 

We have no rate to be on call unless tech has to physically be on site but tech is paid 1.5 times hourly rate for on site call and double time on Sunday. We are small so I know this will not work with larger companies.

Our customers pay a contracted after hours service rate that is negotiated when we install the system. It is high enough to deter after hour calls unless it is a real emergency.

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