Dispatching

This two-day course provides participants with the skill-set required for promoting effective dispatching within an organization.

Who Should Attend

Organizations looking to implement their service dispatch business unit. Specifically, employees new to the dispatch/service coordinator function will find this program invaluable.

Skills and Insights Gained

• Learn effective management of the service coordination function
• Establish a productive dispatch system by determining the proper organization and needed personnel
• Develop a benchmark for geographic service, call standards, and labor loading
• Learn to determine space requirements and needed technical and communication resources
• Discover the steps for providing effective after-hour service
• Define the required competencies for filling the dispatcher role
• Learn the training necessary to ensure a productive dispatch work environment

What You Will Learn

Day One
8:30 AM–4:30 PM

Resource Responsibility

Define the functional roles and responsibilities to make the service/dispatcher function effective and productive.

Organization of the Dispatch Function

Learn the operational differences between residential and commercial dispatching, the assigning of technicians and the process for call-taking.

Establishing Procedures

Define the benchmarks and processes your organization need to track the effeciency and productivity of your dispatch unit.

Labor Loading

Develop an effective labor loading system through the use of data-gathering, charting and work-flow analysis.

Organizing Service

Continually identify your service territory and organize your market by customer and technology type.

Day Two
8:30 AM–4:30 PM

Space Analysis

Determine the work-flow needs of the physical environment by designing an effective layout for your work space.

Com-Tel Design

Define the computer and telephone system needs for efficient handling of projected call volume, after-hour customer support, and worker productivity.

Dispatcher Recruitment

Outline the duties and responsibilities for the dispatcher by profiling the position, and weighing the related pro's and con's.

Training and Management

Develop training programs for time and task management, supervisory and customer service needs. In addition, create a system for tracking the effectiveness of the dispatching function through the use of goals and objectives, customer satisfaction and calls processed.