Our company has an appointment system for scheduling in calls for responsive repairs.
Our system allows us to schedule in the job on a calendar which we can break down into hourly slots.
When we receive an order from clients it is input to our computer system straight away.Our software allows us to put in a target completion date.Access is arranged through our mini call centre and the job is scheduled in and an operative allocated to that job again using the software.The work is sent to the operative via the PDA.
Once the target date has been input the computer automatically checks the target date daily and counts down the days until completion.The system has a call monitor, we have allocated colours against days so when the job is input it is a certain colour and as the days count down if the job has not been completed the job on the screen will change colour, this allows us to track the progress of the job.This screen is checked every day to ensure that operatives will complete before the target date is reached.
The system allows the Operations Manager to run reports by various different criteria one being by client another could be by target completions.These reports can be checked as well as using the call monitor.The reports can be run at any time.These reports can be forwarded to the client if they wish.We can also forward reports providing completion dates.
The reactive repairs, emergencies are handled through a team in our call centre overseen by the Operations Manager.After hours our telephones switch over to another call centre which operates from 5.00pm till 7.30am during the week and all weekend and bank holidays.The same office telephone number is used for both call centres.
The out of hours call centre has telephone numbers of our trades people who are on call, they also have telephone numbers for the Operations Manager, the Contracts Manager and for two Directors so if a problem should occur the call centre can contact someone for advice.
As regards undertaking repairs in remote areas, the operatives have satellite navigation to get them to the properties and the vehicles are fitted with trackers to allow us to locate the nearest operative to a job should we have an emergency.The operatives have fully stocked vans so if a part is required it would be hoped that they would have the part in the vehicle and that the repair could be carried out completely on the first call.