Snapshot Survey Results | Customer Service & Dispatching

In last month's Snapshot Survey, we asked contractors all about customer service and dispatching to get an idea of what's working in the industry and what's not. Here's one survey question and its results from the summary report.

Question: Do you have established scripts for your dispatchers or call center?

As mentioned in the above question, the expected customer experience should be established so that the entire company is on the same page. So, does that extend to dispatchers and their call scripts as well? At 68% of companies it does, as they indicated they have planned and established call scripts, while 32% of respondents do not. The dispatcher is largely the first impression for a company, so it’s important that they offer the customer the best possible interaction. Not only does a script lay out how that interaction can go, but it can give the dispatcher various best practices and proving tactics for closing leads.

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