How to Ensure Your Technicians are Doing a Good Job
With no shared office environment, monitoring technicians’ task performance and client interactions can be difficult. How can you be sure that every field technician is performing to your company’s expectations and doing a good job?
Unfortunately, with 52% of field service businesses relying on spreadsheets, legacy systems and other inefficient manual methods, guaranteeing satisfactory services across the board becomes an impossible task. During the pandemic, firms adopted new technologies to facilitate their work more easily, and field service companies will need to do the same to survive in a post-pandemic landscape.
Unfortunately, the field service industry requires more flexible solutions for their dynamic environment — especially as competition increases and roles become more technical.
In this article, we’ll explore some key ways you can track technician job performance using tech-based solutions to deliver consistent service and increased productivity.
What Does ‘Doing a Good Job’ Mean to You?
PwC data from 2018 shows that trust between workforces and senior leadership is vital as businesses progress. Unfortunately, field service firms are at particular risk of trust being challenged as staff performance expectations evolve.
While field technicians have historically enjoyed a certain level of autonomy over their work, outdated in-house systems prevent firms from removing inefficiencies and reducing ‘cost to serve’ overheads.
Without effective communication as to why and how roles are changing, field service firms will likely lose highly trained staff members. That’s why, when seeking to track technician performance, you’ll first need to answer three crucial questions:
- What does good performance look like?
- How transparent are existing processes for measuring performance? (In other words, what don’t you know about field tasks as they happen?)
- How can current processes be improved?
We’ve made a list of the most important areas of field technician performance below to help you get started with defining success and tracking technician job performance effectively.
How to Track Technician Job Performance Effectively
Tech-based field service management solutions are the future. Research from McKinsey has shown firms can reduce overheads by 40%, increase productivity by 30% and scale more flexibly with future demand — offering businesses an essential competitive edge.
However, such gains can only be made with the right digital tools. Secure, cloud-based software helps you track and control every job, from quotation to payment, on a single platform.
With everything you need to know at your fingertips, you can plan, manage, schedule and track your field-based workforce more easily.
Here are six ways you can use field service management technology to gain better visibility over your workforce and accurately measure technician performance.
1. Meeting Job Requirements
Field technicians need to be prepared for a variety of scenarios at each new job site, which is why communicating task requirements is vital. Platforms like BigChange come with a jobs and workflows feature, ensuring staff have an overview of the key steps of any job and can deliver speedy service.
BigChange also comes with a photo capture feature that allows staff to see previous work associated with a client and access time-saving context. Better still, the photo capture feature provides proof of work after work has finished so you’ll always have a comprehensive record to refer back to in the future.
2. Staying Safe
Between 2019 and 2020, nearly 700,000 people were injured at work — up from around 580,000 the previous year. Safe practices in the workplace are essential but field technicians are at heightened risk of accidents and injury. Without a single workplace to control, staff are exposed to a range of potential risks with each new job site.
Field service management software allows you to track technician safety and job performance. For example, you can add mandatory risk assessments and vehicle walkarounds before job details or timesheets appear so field technicians are always operating safely.
3. Driving Well
Safety doesn’t stop once staff leave the job site. Last year, there were over 100,000 road accidents in the UK. That’s why the best field service management platforms on the market provide insight into technicians’ driving behaviour in real-time.
You can track technician locations, speed, engine idling and more and receive scores on how safe and how eco-friendly your fleet are driving. Already, the BigChange platform has helped avoid 5 million kilograms of CO2 emissions.
4. Satisfying Customers
Recent research from McKinsey found that low customer satisfaction is a consistent problem for the field services industry. The sector has been slow to adopt technology that can assist with resource management and invoicing, leading to a dated and clunky experience.
That’s why it’s crucial that any field management software needs to work for your customers also. In particular, modern customers expect an easy booking system, ETA updates and seamless invoicing and payment options.
5. Meeting Service Level Agreements
Service Level Agreements (SLAs) offer firms a reliable revenue stream but need careful resource management once the contracts begin. Legacy booking systems can leave blind spots in workloads and can jeopardise SLAs unexpectedly.
Don’t leave your contracts vulnerable to bottlenecks: allocate resources more efficiently and ensure your most critical service agreements are delivered on time and to standard with a resource management platform.
Doing so can benefit ongoing client relationships and help your company build a reliable reputation with customers.
6. Taking Breaks
Stress levels within the field services industry are amongst the worst in Britain and are leading to losses in revenue from staff sickness and productivity decreases. Field technicians need to take sufficient breaks during their working day or risk service standards decreasing.
Using a platform like BigChange lets you generate timesheets and staff schedules that automatically factor in breaks, so you can track technician work and rest periods. Not only can this feature help safeguard staff wellbeing, but it also ensures your business delivers a consistent and sustainable job standard for continued growth.
Track Technician Performance as if You’re On-Site
Identify key performance areas and use integrated software solutions to gain an overview of your organisation like never before. Track technician performance to ensure field-based staff go from doing a good job to a great one, operating safely and efficiently.
Find out how BigChange can help your business, book a free consultation today. Get more helpful guides and tips delivered to your inbox by subscribing to our newsletter below. You can keep up to date with BigChange on LinkedIn, Twitter, Facebook, Instagram and YouTube.
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