In the December 2020 Snapshot Survey, contractors share their experience with dispatching to help you learn how to incorporate best practices into your business. Here's one survey question and its results from the summary report, which will be available in its entirety to EGIA members on 1/8/21.
How many technicians do you have for each dispatcher at your company?
The job of a dispatcher is complex, especially if they are also in charge of other call center responsibilities, such as customer service or lead coordination. Dispatchers ensure their company’s entire field-service operations run smoothly, which takes an intimate understanding of each technician’s availability, their unique social style, and their scope of technical capabilities to match the right tech with the right job. The more technicians they’re in charge of, the more difficult their job becomes. According to the contractors who took our survey, 39% of home services companies employ four to six technicians for every one dispatcher. In a follow-up question, 62% of contractors said they utilize a skills chart to help dispatchers know which technician is capable of which kind of work, which is key to optimizing man hours and minimizing call backs.
Here's what an HVAC contractor from Arizona said in the survey:
“We are a small company, so our dispatcher has multiple roles and coordinates 6 technicians on a day-to-day basis. We’re hoping to separate the dispatching role as we grow.”