Are you drowning in tickets?

| By: Craig Fulton

Do you feel like you’re treading water in an ocean of service requests?  Having a full service board can be a double edged sword.  On one hand, it gives you an opportunity to maximize your employee utilization, but on the other hand, you could seriously damage your customer service levels if you don’t properly manage all the service requests.

So if you’re drowning in tickets, how do you ensure you manage everything correctly?  The answer lies with your dispatcher.  This is one of the most important functions for any company responsible for managing service requests.   Not only because they will help make sure everyone stays booked up, but because they have visibility into the big picture, which is something your individual techs won’t have.

Whether you’re new to dispatching or you’re still trying to master the process, our list of Dispatch Best Practices will help you make sure you don’t drown in a sea of unorganized service requests.

Schedule tomorrow, today – Playing catch up is always tough.  With new requests coming in each day, and tickets still to assign, make sure each tech is scheduled at least one day in advance.

Fill tomorrow every day – Scheduling tomorrow cannot be something that’s only done when you’re busier than usual.  It needs to be a consistent practice.

First stop, client location.  Not the office – The best way to eliminate wasted time in the morning is to have techs drive directly to the client. With mobile devices, techs have all the information they need on-hand, such as the issue, client configurations, contact information and more.

Call dispatch prior to coming to the office – This is more of a best practice for a field tech, but it’s the dispatchers job to keep technicians in the loop so everyone is on the same page and can more effectively service customers.

Dispatch ALWAYS assigns help desk tickets – Allowing techs to choose their own assignments could cause utilization problems.  The dispatcher takes the priorities of the entire organization into account and they’ll have a better understanding of how the schedule impacts the whole team.

Respond – As a dispatcher, this is your main product.  Clients will demand a prompt response to their issues, and you are the key to making sure that happens.

So next time you feel like you’re company is overwhelmed with service requests, don’t just try to keep your head afloat, put your dispatch in the driver’s seat and watch your efficiency take off.