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How do you handle after-hours emergency calls?

Teresa Lund

We are getting hammered with emergency calls after 6pm lately. Summer heat + old HVAC units = nonstop.

Right now we have rotating on-call but honestly its a mess. Techs don't always pick up. Customers get angry. Sometimes I'm calling three people before someone answers.

How do other dispatchers structure this? Do you pay premium rate for after hours? Bonus for response time? Or is there a better way to set expectations so not everything becomes an emergency

Also does anyone use FieldPulse to track on-call status or is that separate. I need something cleaner than the group text chain we have now

  • simplest thing that works for us... we just stopped answering after 8pm unless it's an existing commercial contract with an SLA. residential calls get an auto-reply with our booking link for tomorrow. complaints dropped to almost zero once we stopped making it an option.

    if you build your business around 2am service calls, that's what you'll get. if you don't, people adapt...