CSR vs DSR

 [Blogger doesn't like to embed YouTube links in mobile view for some reason, so for the posts with videos, just view on a desktop or laptop, I guess. Which is stupid, but I guess you can't have everything. Maybe Google will fix it soon, or maybe I'll dust off my HTML skillz I learned in the 1990's and fix them myself (unlikely).]

Anyway, let's talk about the CSR and DSR dynamic. First of all, DSR is a stupid term. 

We all know that CSR means Customer Service Representative, so that must mean that DSR means Dispatch... Service Representative... which doesn't even remotely have the same ring to it. 

Dispatch Service Representative. 

Cool.

We'll just call you Dispatcher for now. 

So, the CSR's job is to fill a bucket to overflowing with appointments, jobs, opportunities, whatever it is you fill your bucket with, and it's the Dispatcher's job to sort through that fucking bucket to find the best shit for your services. The best shit means the highest potential revenue.

BUT

Sometimes, your Dispatchers will get into a mode where they see the number of appointments and feel overwhelmed. Oh no. Sometimes they will tell your CSRs to slow down booking. Or to sChEdUlE fOr ToMoRrOw. Don't let the CSRs do this. 

If the dispatchers are doing their job, they'll be able to flip those calls to other days with minimal customer complaints. All it takes is fast talking and fast calling. 

When a CSR books a call for the next available appointment, the dispatcher should call that customer within five fucking minutes. No more. ESPECIALLY if there's no appointments available anytime soon. 

Why?

So the customer doesn't flip their shit. 

Let them know ASAP if the appointment is going to be delayed or rescheduled. Imagine waiting two fucking hours and then being told "herp derp we don't have anyone haha sorry". That conversation goes a lot smoother if its done within in the first few minutes of them booking. 

AND never let your dispatcher have your CSR call the client back to reschedule. This is at best the dispatcher practicing job avoidance and at worst being a dick. 

CSRs take inbound calls. Dispatchers make outbound calls. Period. 

If a customer has to call into dispatch because they don't know where their technician is? That's dispatch's fucking failure and they should feel ashamed. 

Of course, this goes a lot smoother if departments are staffed appropriately. 

And a lot of business owners get in the way of allowing this to happen. Or sometimes the department themselves are to blame, usually because they don't want to piss off the business owners. 

STAFF YOUR DEPARTMENTS.

They run smoother that way. 

I mean, no shit Sherlock, but still. A lot of people fuck this up.

Always account for about 10% of your staff calling out. 

Use the Expivia staffing calculator (https://expiviausa.com/erlang-calculator/) to make sure you have enough CSRs. 

Cross train your CSRs to take over Dispatching in case your dispatcher calls out. And if that happens, physically move your CSR to the Dispatcher side of the room (or more preferable, the Dispatcher's room).

DON'T cross train your Dispatchers to take over inbound calls. This is a mistake that a lot of businesses make. 

As long as your CSRs and Dispatchers know their job role and NOBODY GETS IN THEIR FUCKING WAY, you're gonna be good. 

Don't let general managers or technicians tell the CSRs to slow down booking. Slap them in the face if you have to to get them to stop. 

Train your dispatchers to match jobs to skills. 

Have an ongoing list of technician skills so the Dispatcher CAN match them up.

Get out of their way.

Get better.

Go.d