FAQ Category: Dispatch Workflow Topics

I’m getting bombarded with calls all the time. What do i do?

There will be times when you may be on a call and another call comes in.  It is ok to explain to the client and have them hold while you pick up the other line.  When you pick up the other line, politely ask them to hold and go back to your original call.  Finish up the call, open the ticket as needed and switch back to the call you had on hold.

Both dispatchers need to work as a team.  If only one dispatcher is taking on the main load of calls, that is unfair to the other person. If both dispatchers are helping each other, there should be very little times when you have to put clients on hold.

The technician seems to be pushing off your inquiries and is giving signs you are not their manager.

From time to time, technicians will have a tendency to not respond if you are not their direct manager.  The Kansas Dispatcher/Office manager manages all scheduling for each technician and stays on top of them. You are authorized to inquire, expect and receive answers from them.  If you get kick backs, you must escalate the issue privately to David immediately.

The technician you assigned a ticket is not responding to your request. What do you do?

The technicians should be responding to you with a status if you ask them for it.  Your first attempt can be via Teams Chat messaging. However, messaging is not considered an official form of communication due to the lack of being able to efficiently search back.

Should a technician not respond to you when you have reached out, please follow the steps below:

1. Email the technician and copy your manager David.

2. If the technician still does not respond within a timely manner, call them.

3. If you have no results after the first 2 attempts, you must now escalate directly to David.