 PathfinderDazed ConfusedPremium
join:2000-03-26
Mount Vernon, NY
 ·RoadRunner Cable
 ·Verizon Online DSL
| "Shot clock?" Unless things have changed drastically in the 3 years since I retired, the OOS>24 clock starts when the customer calls in and ends when the job is completed. No stopping for nights or weekends. Moreover. If the customer calls in more than once than each report has its own OOS>24 scoring.
Most states don't count subsequent reports but NY does.
The measure you may be referring to is the "Stop clock' which is used to measure the time to commitment when a customer calls in.
That is stopped when the local repair office is closed. Such as after 8PM or on Sundays.
Still, if those numbers are correct they are abysmal. The objective was no more than 15% OOS>24.
BTW. I worked in Manhattan and teh cellphone argument is legitimate there. It's tough to measure GT>24 when a customer calls in on a Friday and tells you they won't be home until Tuesday. |
