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  1. #1
    Join Date
    Dec 2018
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    Question Dispatcher to technician ratio

    Hi All,

    I am a hvac/plumbing dispatcher/csr. I have anywhere from 10 to 15 techs. I use a scheduling software to communicate but still need to enter everything in the computer. I issue po's and other tasks, parts equipment whatever the job needs. I have a service manager in each department. There never seem to be enough hours in the day. Scheduling gets done but I never really have any time to pre book our PMs more than a month in advance or get them programmed in the system so that booking calls is easier. We just launched a new software back in June and the company as a whole is learning as we go. I was wondering what the average tech to dispatcher ratio is? Also any tips for being more efficient. My day is always busy. I would like to have more time to pre hook and organize jobs.
    Any any all suggestions, feedback criticism welcome.

    Thank you.

  2. #2
    Join Date
    Nov 2006
    Location
    Southeastern Pa
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    29,186
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    This is probably better asked in the "Pro Business and Marketing" forum, but you would have to complete the pro requirements and ask about that area specifically when you apply.
    [Avatar photo from a Florida training accident. Everyone walked away.]
    2 Tim 3:16-17

    RSES CMS, HVAC Electrical Specialist
    Member, IAEI

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  3. #3
    Join Date
    Dec 2018
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    2
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    Thread Starter
    Thank you for the suggestion. You are correct that would be a better forum. Unfortunately I do not qualify yet. Just looking for some general feedback. Even if it is just a technician saying their company has xyz techs and xyz dispatxhers. I appreciate any and all feedback.

  4. #4
    Join Date
    Aug 2002
    Location
    Southold, NY
    Posts
    17,728
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    Quote Originally Posted by Cec83 View Post
    Thank you for the suggestion. You are correct that would be a better forum. Unfortunately I do not qualify yet. Just looking for some general feedback. Even if it is just a technician saying their company has xyz techs and xyz dispatxhers. I appreciate any and all feedback.
    Most companies are top heavy anyway!

  5. #5
    Join Date
    Jul 2012
    Location
    WA
    Posts
    2,546
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    We have 10 techs and one dispatcher. However, only two to three techs are scheduled for service each day, the rest are scheduled for pms or jobs. Our dispatcher sucks and struggles to dispatch 2 or 3 techs.

  6. #6
    Join Date
    Jan 2007
    Location
    Mn the state where absolutey nothing is allowed
    Posts
    2,236
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    we're about 20 to 1, but our dispatchers don't do as much as you do

    so.... we're all slammed. but a great economy will do that..

    hang in there, do a great job and you'll be valuable and therefore employed ( ask for more money at raise time )
    my boss thinks its possible to repeal the laws of physics

  7. #7
    Join Date
    Jan 2015
    Location
    Iowa
    Posts
    1,063
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    When I've had to do this 1 dispatcher could handle 15 to 20 techs, but you got to have someone else adding the schedule stuff. Such as: 1. Sales guys adding new equipment & PM packages sold, 2. Parts guy adding when materials will be available. 3. Whoever is answering the phone for equipment down repairs. All need to input customer promise dates. Hopefully whatever system you are using keeps track of when existing PM plans are due.

    The more of #1, #2 and #3 you have to do the fewer tech you can track and dispatch.

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