Have you heard of an IT Dispatcher?

What is all the talk about IT Dispatchers?

Well some IT MSPs are getting smarter when handling long call queues and have found that hiring an IT Dispatcher has dramatically reduced wait times and made sure they hit the SLA by improving the time to fix by speaking to the right technician the first time.?

The old traditional way?

Call comes in -?

1st Line - tried to resolve - if they can’t - escalate to another tech - client has to talk through the whole issue again and so on.?

Or worse the senior tech answers the call and is dealing with a junior ticket and the junior tech is unable to escalate their call if they need help as they are busy. Ultimately, the client gets frustrated.

The new way -?

Call comes in, an IT Dispatcher will triage the call, and understand what they need and the severity of the issue, maybe the call is the client has a new member of staff is starting in three weeks time, great opportunity but does not need to be dealt with today, so they schedule the work with the right person to act on this another day and onto the next call. However, if another call comes in that’s more urgent they can escalate to the right tech who is now free to resolve.

The techs are kept busy dealing with calls in order of priority that are within their skill set and the client gets a quicker easier response.?

Have you considered hiring an IT Dispatcher yet??

We have, and your competitors are getting smarter than you if you haven’t!?

I have a great Job Description for what this person would do if you’d like to take a look.?

Just send me a message and request and I'll email it across. Gratis.

Until next time

Steve