Five Things that Field Workers Hate and How to Fix Them

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Unsuitable Lunch Breaks

When it comes to lunch, most businesses allocate a certain amount of time for their employees to eat. This usually happens at the same time every day, for the same period of time. When it comes to field workers with a list of tasks to complete, however, taking a lunch break can cause complications. A daily schedule that doesn't factor in lunch means that when an engineer stops to eat, he or she will deviate from the schedule. This, in turn, can cause missed SLAs, overtime costs and regulation violations.

Freedom to Lunch

A flexible lunch break is imperative to field workers who want to catch a bite to eat on their own terms throughout the day. Lunch breaks should be automatically scheduled at the beginning of the day and be viewed as a floating break that can be moved. Both engineers and dispatchers should have the freedom to reschedule this break according to the events of the day. If a job is taking longer than expected, the engineer can contact dispatch and reschedule the start-time of his or her lunch break, and at the same time, automatically reschedule the remaining jobs for the day.

Flexible lunch breaks allow:

  • Visibility on the scheduling board
  • Engineers to eat at a convenient time
  • An accurate schedule by adjusting the remaining tasks
  • Compliance with the service-level agreements (SLAs)

We all know that happy workers provide better service. In the service industry, there is an even greater drive to create a happy customer experience — and a field worker's unhappiness can easily turn into lost productivity and a damaging customer experience.

What if you could fix some of the things that your field workers hate? Mike Karlskind at ClickSoftware outlines five things that field workers hate, along with simple, actionable suggestions on how to fix them using mobile solutions. After all, happy workers lead to greater productivity, better service and a better customer experience — and that's the bottom line.


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