All field services organizations want to get the most productivity from their field service technicians. Putting together new incentive plans will help you achieve these goals.
An article on The Service Coach’s blog offers four ideas to help you get the most from your field service technicians.
- Production performance: Calculate drive time hours versus production hours using the GPS units on the vehicles. Or you might want to rank technicians by monthly job costing reports. Reward those with the best scores.
- Customer satisfaction: Give a bonus to the technicians with the fewest callbacks each month.
- Average service call dollars: Compensate technicians who beat the average call service revenue in a given month.
- New service opportunities: Pay technicians when their referral leads turn into deals.
With any plan, you must consider the data collection implications required for execution. For example, if you can’t easily report billable versus non-billable time or productive versus unproductive time, you’ll make incentive reporting a nightmare, and the plan won’t work.
Also, your field service management software for work orders or jobs must be able to price and cost services at a detailed enough level to reflect the measures of the incentive plan. This is the only way to come up with the correct utilization and profitability figures on a case-by-case basis that allow you to aggregate the details to fit program reporting easily.
Success usually comes after trial and error; don’t get discouraged if your first design and implementation don’t deliver the expected results. Keep innovating and involving your teams for new ideas.
Source: The Service Coach, July 2012