Holding the Line: The Critical Role of An Emergency On-Call Dispatcher
Zack Kays has a wealth of technical knowledge that enabled him to improve internal systems and processes within his organization. He also has extensive customer service experience, which allowed him to excel in his other role as an emergency call dispatcher.
In this role, he must ensure that the relationship between the client and the technicians is seamless and that everything is treated with a sense of urgency. For things to run smoothly, open communication and crisis management skills are paramount.
As the Software Administrator at Intelligent Design Air Conditioning, Plumbing, Solar, & Electric, Zack and his team deliver professional home services to homeowners in the Tucson area. He stops by to talk about how to prepare dispatchers for emergency calls, how he supports technicians, and why he feels it’s important to treat them like clients.
Join us as we discuss:
[8:22] Maintaining the technician and on-call dispatcher relationship
[17:53] Preparing CSRs and dispatchers for emergency calls
[24:47] Why techs should be treated like clients
Check out these resources we mentioned during the podcast:
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