Archives: FAQs

I received a call that is asking for service but they are not a client of ours yet.

From time to time, we will receive calls from potential clients that we currently do not do business with yet.  When you receive these calls, get their contact information and pass it along to Mehdi.

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.