CSR vs DSR Remix
(Unrelated Picture, Don't Worry About it)
“DSR” is corporate cosplay.
You’re not a “Dispatch Service Representative.”
You’re a Dispatcher.
You run the trucks.
You pull the strings.
Own the title, cut the bullshit.
CSRs: Pack the schedule until it cries for mercy. Ring after ring, job after job, no mercy.
Dispatchers: Take that overstuffed chaos and turn it into pure profit. Pick the best calls, match them to the right tech, and shuffle the rest like a Vegas card shark.
If everyone just did that, 80% of your headaches would disappear overnight.
Where It Goes to Shit
Dispatchers get soft.
They see a packed day and panic.
Next thing you know, they’re telling your CSRs to “slow down” or “book for tomorrow.”
Fuck. That. Noise.
If your Dispatcher can’t handle a full bucket, they’re in the wrong seat.
Dispatchers get soft.
They see a packed day and panic.
Next thing you know, they’re telling your CSRs to “slow down” or “book for tomorrow.”
Fuck. That. Noise.
If your Dispatcher can’t handle a full bucket, they’re in the wrong seat.
A real Dispatcher loves a jammed schedule; it means options, upgrades, spiffs, and big tickets.
When a CSR books a call and there’s no open slot?
Dispatcher calls that customer back immediately.
Five minutes, tops.
Not after lunch.
Not “end of day.”
Not when there’s an “available technician.” Now.
Because you know what’s worse than telling a customer “We’re booked”?
Telling them two hours later when they’re halfway to boiling over.
That’s how you get nuked on reviews and word of mouth.
When a CSR books a call and there’s no open slot?
Dispatcher calls that customer back immediately.
Five minutes, tops.
Not after lunch.
Not “end of day.”
Not when there’s an “available technician.” Now.
Because you know what’s worse than telling a customer “We’re booked”?
Telling them two hours later when they’re halfway to boiling over.
That’s how you get nuked on reviews and word of mouth.
Iron Law of Who Calls Who
Memorize this or quit:
- CSRs: Fill Bucket.
- Dispatchers: Reach into Bucket and Pull out the best Opportunities.
A Dispatcher who dumps their job back on a CSR is a liability. Fire or retrain — your choice.
And if a customer calls asking where the tech is?
That’s a Dispatcher fail. Period. They should feel that shame in their bones.
Stop Starving Your Frontline
Most of this chaos is your fault, boss.
Yes, you. You hire skeleton crews, squeeze payroll, then whine when the machine jams.
Want it fixed? Here’s the playbook:
✅ Use a legit staffing calculator (Expivia’s Erlang calculator works — bookmark it).
✅ Assume 10% of your team flakes daily. It’s reality. Staff above it.
✅ Cross-train your CSRs to hop into Dispatch if your Dispatcher calls out. Put them in the chair, don’t make them juggle phones from the CSR pit.
✅ DO NOT cross-train Dispatchers to take inbound. They’ll hide behind calls instead of managing the trucks. Seen it a thousand times. Don’t do it.
Protect the Booking Line
Don’t let techs, GMs, or random middle managers tell your CSRs to slow down. Slap hands away.
Your phone lines exist to feed the schedule, not to coddle the Dispatch team’s feelings.
Train Dispatchers to know which tech can actually do the job, not just who’s closest.
Keep a real-time list of skills and certs. Stay sharp.
Final Orders
Keep the bucket full.
Keep Dispatch ruthless and hungry.
Keep everyone in their lane.
Don’t flinch when people whine.
You want to run a blue-collar profit machine?
Then run it like a damn machine.
No excuses. No drama. Just better.
Get out of their way.
Get sharper.
Go.
Then run it like a damn machine.
No excuses. No drama. Just better.
Get out of their way.
Get sharper.
Go.
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