Is your team running in random directions? Duplicating work? Spending more time figuring out what to work on next rather than actually racking up billable hours? If so, you might have Lack-of-a-Dispatcher-itis, it’s a serious condition that plagues many technology service providers; but fortunately, we’ve identified the cure.
After years of controlled testing on techs in their natural environments, we’ve made a shocking discovery: Techs are allergic to scheduling. This flabbergasting find led us to a brainstorming session. After ruling out electrotherapy, waterboarding, and rabid raccoons, we realized the solution was much simpler: Hire someone who actually enjoys scheduling, and offload it from the engineers.
We know it’s a little edgy, and believe us, we were initially reticent to implement something so controversial, but we felt it was the only viable course of action. With much trepidation, we opened a rec for a dispatcher, and interviewed a plethora of peppy, highly organized, outgoing people.
In the end, we found someone who actually enjoyed scheduling. The techs immediately billed more hours, and their job satisfaction levels increased.
eBook - 5 Dispatching Best Practices for Help Desks Review All 5 Now
5 Dispatching Best Practices for Help DesksReview All 5 Now
1. Designate a Dispatcher
Time is money. And, techs typically don’t care to schedule activities, they want to solve technical problems, and that’s where their time is most valuable to you. Free them up to make you more money by offloading dispatching to someone who enjoys it.
2. Assign the Right Resource
If you’re using a business automation platform, you’ll be able to see not only available techs, but also which possess the credentials to successfully complete the job.
3. Watch Utilization Skyrocket
By letting people focus on what they’re best at, you’ll create an ecosystem for amped up utilization. The dispatcher role will pay for itself, and your techs will stick around longer because they’ll be able to do what they enjoy most: rid the world of technical boo-boo.
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