·4 min read
Stop sending the on-call tech every routine after-hours call
A good intake script separates emergencies from "can it wait". The tech sleeps. The customer still feels handled.
The fastest path to burning out the on-call tech is making him answer every after-hours call. Most are not emergencies. They are people who got home from work and finally had time to call.
A simple AI intake that asks "is this an emergency or can it wait until business hours" - and asks clarifying questions when the answer is unclear - filters 70% of after-hours calls into a queue for the next morning, fully booked.