Understanding acceptable call volumes

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Bionic

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Hi. Im trying to gauge what is an acceptable amount of calls a desktop road technician should do in a day. In my business, we don't have 1st line support so every call is logged to these techs even if it is a 2 minute fix. They do about 200 calls a month(21 days) which is about 10 calls a day. I would say that 4 of those calls are actual drive outs while the rest they can do it remotely. There are only 3 of them on the road and when one of them are on leave, it creates chaos with escalations on the rise. Quality is compromised however they don't miss SLA but I can see they are frustrated and demotivated. Question is am I overworking the guys? Or are they just not managing their workload effectively? Any help will be appreciated.
 
If there’s three guys, be nicer to one, meaner to one, and unchanged to one.

Whichever one becomes more productive, will tell you the correct approach.
 
There is no general acceptable number of calls, it all depends on the way issues are handled.
From what u said, I think u have no idea of the nature of calls and the fixes they are applying.
If I were u I would ask them to make notes of each call they are attending, then a daily review of those notes to start with.
Once u have more control u can do weekly.
Set targets, then an incentive scheme for achieving the target and then gradually increase the target.
 
joker08 said:
There is no general acceptable number of calls, it all depends on the way issues are handled.
From what u said, I think u have no idea of the nature of calls and the fixes they are applying.
If I were u I would ask them to make notes of each call they are attending, then a daily review of those notes to start with.
Once u have more control u can do weekly.
Set targets, then an incentive scheme for achieving the target and then gradually increase the target.
Click to expand...
So I don't manage the service desk calls but the team reports to me. What I have implemented some time back is that they provide a whatsapp report every morning on their trips. We don't have anyone that is watching calls pended, closed prematurely etc.. I just want to know with others if 10 calls per day is crazy and am I overworking my team. Do I need to hire more?
 
Bionic said:
So I don't manage the service desk calls but the team reports to me. What I have implemented some time back is that they provide a whatsapp report every morning on their trips. We don't have anyone that is watching calls pended, closed prematurely etc.. I just want to know with others if 10 calls per day is crazy and am I overworking my team. Do I need to hire more?
Click to expand...

joker08 said:
There is no general acceptable number of calls, it all depends on the way issues are handled.
From what u said, I think u have no idea of the nature of calls and the fixes they are applying.
If I were u I would ask them to make notes of each call they are attending, then a daily review of those notes to start with.
Once u have more control u can do weekly.
Set targets, then an incentive scheme for achieving the target and then gradually increase the target.
Click to expand...

Asked and answered.

Is it acceptable for a wall builder to build 10m of wall a day?
What is the wall height, width? Are there already foundations? How are materials delivered and moved around the job site? Etc
 
Since you seem able to hire an extra, ask your staff if they prefer to have a new guy on board or each have a slight increase (cost of the new hire/4)?
 
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